Michael Blanchette Email & Phone Number

Beaufort, Sc, Us

Kanata, Ontario, Ca

It's a distinct pleasure and incredible opportunity to lead the service delivery management and Managed Services teams for the Americas. I'm excited to set customer strategy, develop and execute customer success stories that align with company objectives, ensuring the highest customer satisfaction and retention. As the leader of this team my goal is to foster a culture of continuous improvement and customer-centricity that spans the entire customer lifecycle, from onboarding to renewal, ensuring a seamless and positive customer experience. As a trusted advisor we strive to build and maintain strong relationships with our customers, addressing their needs and ensuring their success with our products/services. We do this through established and tracked key performance indicators (KPIs) that measure customer success and areas for improvement. Our mission is customer success!

Kanata, Ontario, Ca

Continuous of previous role due to Mitel acquisition

95877 Bezons, Fr

An accomplished executive with over 30 years of experience in support operations and customer service management leading teams in North America, Romania, Bulgaria and Brazil with best-in-class customer satisfaction and operational efficiency.In this role, I have the pleasure of leading a global support organization ensuring the highest quality service delivery (Professional Excellence), developing and implementing strategic plans enhancing customer experience, collaborating with cross-functional teams to align with business goals, managing budgets and optimizing resource allocation to maximize efficiency.Achievements include globally leading customer satisfaction scores of 9.7, effective ticket management and communication through a customer closed loop process, reduced services quoting for staging and upgrade services from 4 weeks to 5 days via automated workflows and reporting, reduced operational expenses by applying automated governance and approval processes enforcing contract requirements and billable activity, established an automated change management process that reduced rework and change window failures resulting in a 98% success rate, led several business transformations due to acquisition ensuring business continuity, transformed field services organization which significantly reduced external subco spend, effectively managed workforce HC ensuring operating margins remained in line with external revenue, Led offshoring of call desk services as well as Operations function.

95877 Bezons, Fr

What a great honor it is to lead such an amazing and talented Global Operations organization. Our teams are highly skilled, geographically separated and culturally diverse. They provide 24/7 customer support from around the globe. We provide best in class support for VoIP, NG911, Military Command and Control, Unified Communications, Xpert trading systems and legacy TDM solutions. This is demonstrated by our high customer satisfaction survey scores. Leadership responsibilities include staffing, training, performance objectives, CSAT and quality (ISO/ITIL/CSI) throughout our Global Operations centers. Providing daily Escalation support for North America ensuring the best possible customer experience. Additional responsibilities include Microsoft SharePoint, Incident, Problem, Change Management, Operating Level/Service Level Agreements, Key performance indicators, Process/Tooling, and Business Transformation.

95877 Bezons, Fr

What a pleasure it was to lead a global team responsible for developing standardized solutions designed to meet and exceed market expectations. Focused on delivering vertical market solutions that are aligned with market demands, competitive, automated, predictable and repeatable. Thereby reducing services effort and non-conformance costs. Responsibilities included internal website development, training and enablement. In alignment with our acquisition by Atos, this function was successfully integrated into an existing business unit.

95877 Bezons, Fr

Interim head of our global quality process teams responsible for ITIL accreditation, governance, tooling, auditing and certification. Ensuring ISO certification is maintained and ITIL Service Management principles are applied throughout our Business transformation and ATOS acquisition. Providing cross functional support to Sales, Presales, Professional services, Direct/Indirect business and 3rd Party vendors. Ensuring business continuity along our business transformation and digital journey. In alignment with our acquisition by Atos, this function was successfully integrated into an existing business unit.

Munich, Bavaria, De

As a Global Marketing Solutions Manager my team is focused on the creation and implementation of technical solutions for global distribution. We work closely with Global sales, direct sales and inside sales to ensure programs are competitive and in line with market demand. This includes the development of business requirements, IT automation, tool integration, custom development, enablement and legal approvals. Includes value propositions, Market analysis, competitive alignment, technology road map, business integration and development.

Munich, Bavaria, De

As a Chief engineer my responsibilities include the oversight and technical ownership of our top multi-million dollar projects. This includes solution engineering, VoIP, UC, data networking, contractor management, testing, solution acceptance, project profitability and customer relationship management. Examples are a Statewide Government project (Population 13 million) and a Major Automobile manufacturer.

Munich, Bavaria, De

As a National Practice Leader of our Professional services division my responsibilities included Service Delivery Strategy, Performance Management, Continuous Service Improvement, Technical Knowledge Management including How-To, FAQ and Best Practices. Providing cross functional support to our Global Vendor Support, Development, Sales and Marketing identifying ways to streamline end to end Service Delivery, reduce costs and drive efficiencies.

Munich, Bavaria, De

As a Senior UC consultant my responsibilities include pre-sales support, solution engineering, competitive pricing, application workshops, application design, solution execution, documentation, training and support for large enterprises. I also lead a mentoring program where I provide support to other consultants on technology, processes, best practices and issue resolution.

Munich, Bavaria, De

In February 2010 I was recruited by Siemens Professional services for their Unified Communicationsprogram. This program was only offered to a select few and included technology training on Unified Communications server, Media conferencing server, Mobility server, Web Collaboration server, Unified Messaging Server, Load balancing as well as browser and software clients. After successfully completing a six-week boot camp I was assigned to one of the most complex projects for a major Utility company. The project ended so successfully that the customer agreed to be a reference and has happily participated in several marketing campaigns.

Munich, De

As an Integration Engineer, I was responsible for the integration of applications into a customer’senvironment. This included various PBX's, VOIP, Voicemail, Contact Center, Turrets (Trading), Video, Various endpoints, Telco and much more. During this time, I also specialized in Unified messaging with Microsoft Active Directory, Exchange and Outlook. I successfully streamlined a process where I was able perform all UM integrations remotely nationwide. As a result, this reduced company costs by eliminating the need for travel and onsite resources.

Munich, De

As a Sales Engineer I was responsible for architectural design of customer opportunities. This included customer engagements, solution discovery, Solution Engineering, pricing and proposals. I greatly enjoy traveling and meeting with customers in order to serve their communications needs.

Munich, De

As an Installation Specialist I was responsible for Project Management, Design, Implementation and training of all applications into a customers environment. This included various PBX's, VOIP, Voicemail, Contact Center, Turrets (Trading), Video, Various endpoints, Telco and much more.

Munich, De

As a customer engineer I was responsible for the day to day operation, upgrade and maintenance of all production applications. During this time I supported many high profile customers in the Washington, DC and Northern Virginia area.