Doug Paulo Email & Phone Number

Troy, MI, US

United States

Responsible for Global Service Desk providing unified handling for request management at Google across multiple managed services, vendors, cellops, AV, end user tech provisioning as well as order orchestration and workflow management. Leading a 200+ dynamic global team spanning all regions with 24/7 support ensuring high operational effectiveness.

Troy, Michigan, United States

Led solutions and product management for the contact center outsourcing division, driving client success through strategic analysis and gap remediation, enhancing customer satisfaction and brand value. Pioneered CXM expansion via innovative services and a robust go-to-market strategy, outsourcing services overseeing 5,000+ agents across remote and on-site.

United Statestroy, Michigan, United States

Managed the service development for Kelly’s IT Staffing division. Leveraged IT expertise to understand what roles the clients would be hiring now and in the future. Developed the strategy to attract and deliver IT talent to our clients.

Troy, Michigan, United States

Troy, Michigan, United States

Oversaw the operations, escalations, client management, and continuous improvement of HP’s North American workplace end-user computing services, which include Global Service Desk, Self-Help, Deskside Support, Software Distribution (MECP), Active Directory, Messaging, Image Build and Quality Assurance with over 400 staff members in managing teams across the.

Troy, Michigan, United States

Recruited to manage the CoE center of excellence group, focusing on properly determining global IT service desk and contact center improvement areas. Applied multiple methodologies including Lean Six Sigma, ISO, COPC & ITIL.

Detroit, Michigan, United States

Recruited to rationalize a highly visible GM OnStar initiative. Challenged to quickly assess current state, improve delivery times, reduce defects, and increase profit margins for fixed price contracts by working with the executive delivery team and driving change throughout the organization.

Troy, Michigan, United States

CRM practice leader, part of 12,000+ agents with over 50 contact centers in 33 countries service. Originated and positioned an innovative service offering that reinvented how EDS proposed and delivered CRM-managed services. The offering provided a multi-vendor enterprise solution's standard management, processes, and technology. Critical capabilities.

Troy, Michigan, United States

As part of the CIO office, supported a global CRM practice. Responsible for creating strategy and overseeing the alignment of all global applications and IT management architecture, supporting client delivery and market presence in CRM contact centers.

Troy, Michigan, United States

Selected as a key member to build and lead a large, highly matrixed team to identify, develop and deploy multiple technologies to deliver significant ROI to the division’s operating costs in performance improvements and automation cost-saving initiatives.

Brussels, Brussels Region, Belgium

As a first management role, recruited to build the first multilingual leveraged contact center in Europe, which grew to over 300 agents.

Business, Marketing & Leadership, Altmba9

Strategic Hr Business Partner (Shrbp)

Certificate, Talent Acquisition Strategist (Tas)

Certificate, Human Capital Strategist (Hcs)

Certificate, Strategic Workforce Planner (Swp)

Certificate, Information Technology Management

Certificate, Information Technology Management

Exec. Ed, Product Management

Certificate, Enterprise Architecture