As Director of Field Operations for Verizon, Michael is highly skilled at developing innovative strategies which continue to evolve the customer experience, grow revenue enhance efficiencies and deliver on the employee experience. Mike’s forward-thinking approach allows for collaborative diverse thinking to deliver on Verizon’s goal of Customer Experience, while implementing ground-breaking operational frameworks, using data, analytics, Bots, and personalization to serve customers and employees. With 25+ years of experience, starting as a Customer Service Representative and growing within the company, from Retail / Indirect Sales to Virtual Customer Service, Mike has a true understanding of what customer service means. With a strong foundation in people, operations, and sales; Mike understands the complete end-to-end experience from customer acquisition to service and support. The ability to take process, technology and employee's strengths to build a framework that allows for an Omni Channel experience for customersMike has shown proven ability to:• Developing high performing teams • Talent development of Leadership • Data and informational Analytics • Organizational restructuring• Servant Leadership mindset• Building collaborative relationships• Cultivating an environment of diverse Ideas • Project management• Strong organization and planning ability