Michael Talbert Email and Phone Number
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Michael Talbert personal email
I’m an accomplished thought leader and industry influencer with extensive customer care, operations, and service business experience and a history of delivering outstanding results in well-established companies, brands, emerging businesses, and start-up organizations. I’m sought after for expertise in leveraging customer operations and engagement as a critical competitive edge to customer acquisition, retention, and profitability. I have continually demonstrated my talent in successfully delivering while driving excellence across challenging environments. As a leader, I am committed to building a culture of transparency and integrity through collaboration to ensure sustainability and business continuity. Delivering Results: Demonstrated ability to deliver results with large-scale and cross-functional teams and a track record of driving the customer care organization for B2B software as a service business model. Thought Leadership: A transformative leader who brings a deep understanding of a customer-centric landscape in a customer care technology platform, across a hyper-competitive business environment.Strategy Development & Execution: An experienced leader of customer care and service strategy, the customer relationship management lifecycle and engagement, and world-class quality and excellence.Operational Leadership: Drive results through innovation, bringing organizations forward from a technology perspective, and the leadership, coaching, and development of teams to add value to the customer experience.
Sentinelone
View- Website:
- sentinelone.com
- Employees:
- 616
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Senior Manager Customer OperationsSentinelone Dec 2022 - PresentResponsible for the operational tooling application catalog for the global support organization. This catalog includes multiple SAAS, PAAS and internal integrations and automations. Accountable to establish an enterprise level training and support organization, streamline and document process and procedures, establish best practices, and lead a team responsible for Application Administration including continuous improvement integration/automations and vendor management with contract negotiation.Application Catalog: Salesforce Service Cloud, Totango, Zendesk, ShareFile,Make, Kantata, Thought Industries
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Technology Operations ExcellenceStarbucks Apr 2020 - Mar 2022STARBUCKS | APR 2020 - MAR 2022TECHNOLOGY OPERATIONS EXCELLENCEResponsible and accountable for producing, managing and revolutionizing the end-to-end processes for the following areas: Incident Management – Unify the process and roadmaps and drive appropriate organizational change conversations. Ensure correct systems and stakeholders are notified during incidents and guide troubleshooting process to improve MTTx metrics. Service Resilience – Drive service resilience program across Starbucks Technology products and services including disaster recovery and fault tolerance. Problem Management – Drive culture of blameless root cause analysis, identify lessons learned and corrective actions for high severity outages. Use data to identify recurring issue trends, rally key stakeholders and to provide solution and deliver metrics to spur action. Service Transition – Increase the overall quality, resilience and scalability of Starbucks Technology products and services by driving non-functional system quality requirements for operations, support, compliance and resilience back into product design and development processes. Knowledge Management - Define, promote and deliver the content strategy for ST operations and support knowledge base, and maintain high quality content for audiences of varying skill level. Metrics & Reporting – Drive refinement of Starbucks Technology Operations overall metrics, underlying data models and pipelines and reporting in an automated, real-time and relevant manner enabling the organization to understand current performance and make better data-driven decisions. -
Director Of Customer SuccessIstreamplanet Dec 2018 - Oct 2019Seattle, WaISTREAMPLANET | DEC 2018 - OCTOBER 2019DIRECTOR OF CUSTOMER SUCCESSCharged with building, leading, and overseeing the customer care operations for the Nevada-based company that processes and delivers live video internet broadcasts with accounts among WarnerMedia Entertainment, NBC Sports, Hulu, and FuboTV. Re-engineered the enterprise/global customer support team with an automation model retooling through robot technology that reinforced overall capability; customer satisfaction surged 22%, a 17% reduction in errors, and decreased headcount by 10% through modernization. Built formalized incident and crisis management processes, trained and transformed incident response time up by 57%, resolution time increased by 82%, drove much-needed structure, ownership, and accountability to support the needs of all customers. Drive process improvements across the current state that deliver stellar quality and customer-centric metrics that included 95% first-respond resolutions, 80% call service levels, and 90% email and web service levels.
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Director Of Cloud Development And SupportCenturylink Business For Enterprise Dec 2013 - Dec 2018United StatesCENTURYLINK BUSINESS FOR ENTERPRISE | 2013 - 2018DIRECTOR OF CLOUD DEVELOPMENT AND SUPPORTLed the strategic direction for the Cloud tooling and support business unit across multi-product development roadmap for this global digital enterprise with 450,000 route miles of fiber and a network spanning 60+ countries. Implemented and led a brand worthy, world-class scalable customer support model that managed through complex product issues and improved critical business processes. Developed and led customer engagement strategies with the product, marketing, management, legal, finance, engineering, and customer support teams that drove the execution across top initiatives. Delivered ground-breaking results inside five-years consistently achieved over 97% customer satisfaction ratings, 12% ROI through monetized support, executed recruitment and talent management strategies that retained top global talent, and established a support organization and enabled 24/7 coverage. Executed cutting-edge technology that reduced manual action and monitoring by 37%, improved engineering support performance by 63% with an Artificial Neural Network that replaced non-actionable server tickets. -
Senior Manager Engineering OperationsMicrosoft Oct 2010 - Dec 2013United StatesMICROSOFT | 2006 - 2013Advanced rapidly from within and built an impressive record of accomplishments while increasing scope and responsibility for this American multinational corporation best known for software products.SENIOR MANAGER ENGINEERING OPERATIONS 2010 - 2013SOFTWARE DEVELOPMENT MANAGER 2008 - 2010OPERATIONS MANAGER 2006 - 2008LEAD ENGINEER 2006 Achieved Senior SaaS Engineering Manager position in 2010 and led Office 365 Enterprise level Lync products and the operational management of the internal Microsoft Lync instance across 140,000 customers the most significant Lync case worldwide; executed over senior engineering team delivering Tier 3 and Tier 4 level support. Transformed software development into a strategic business partner, collaborated closely with leadership, delivered efficiencies, and a service delivery model through automation and tool support on the MSN Publishing Platform with a large team of Software Developers, Service Engineers, and Program Managers. Appointed Operations Manager in 2006 very shortly after hired as Lead Engineer, managed global MSN Pre-Production environments, 150+ country-based websites, msn.com, uk.msn.com, de.msn.com, and 20+ engineers; instituted benchmarks and scorecards that judiciously held accountability to KPIs and SLAs. -
Software Development ManagerMicrosoft May 2008 - Oct 2010United StatesLead a team of Software Developers, Service Engineers and Program Managers to establish automation and tooling supporting the MSN Publishing Platform. Strategic planning, scoping and delivery of sprint based tooling/automation efficiency gains.Full responsibility from inception to delivery.Agile development for global customer needs.
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Operations ManagerMicrosoft Corporation Jun 2006 - May 2008United StatesLead the 24/7/365 team responsible for global support of the MSN Pre-Production environments.Experienced people manager driving a support and tooling/automation team.Creation of program and process in order to sustain enterprise level support and volume.
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Lead EngineerMicrosoft Mar 2006 - Jun 2006United StatesManaged a team of 20+ service engineers supporting the MSN Publishing Platform which hosts more than 150+ country based websites ( i.e msn.com, uk.msn.com, de.msn.com, etc ).Daily incident and change management, recruiting/hiring, process development and continuous improvement in a Follow The Sun model.
Michael Talbert Skills
Frequently Asked Questions about Michael Talbert
What company does Michael Talbert work for?
Michael Talbert works for Sentinelone
What is Michael Talbert's role at the current company?
Michael Talbert's current role is Product/Service Operations Leader.
What is Michael Talbert's email address?
Michael Talbert's email address is mt****@****oft.com
What are some of Michael Talbert's interests?
Michael Talbert has interest in Human Rights, Animal Welfare, Science And Technology, Disaster And Humanitarian Relief.
What skills is Michael Talbert known for?
Michael Talbert has skills like Cloud Computing, Agile Methodologies, Agile Project Management, Software Project Management, Microsoft Technologies, Enterprise Software, Saas, Software Development, Scalability, Release Management, Cross Functional Team Leadership, Enterprise Architecture.
Who are Michael Talbert's colleagues?
Michael Talbert's colleagues are Priya Mittal, Ramesh Thyagatur, ▫️ben Estens, Nicole Mascarenas, Michal Komár, Shaked Elias-Zada, Maya Shalem Tamir.
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Michael Talbert
Houston, Tx5amazon.com, dell.com, outlook.com, amazon.com, sunpower.com -
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