Michael Eskenasy Email & Phone Number

Coeur d'Alene, ID, US

San Francisco, California, US

Hayward, California, US

• Managed and improved the relationship between Truepill and their largest customer (e-commerce)/investor by creating line of communication, processes for developing large functional engineering initiatives instead of.
• Developed a communication and incident management strategy for all incidents that occur in the production environment; this was measured by customer sentiment vs. any specific metrics.
• Driving the methodology for developing projects instead of responding to specific functionality requests and converting them from tactical requests to long term strategic projects.
• Work with engineering teams to develop the migration strategy for moving from Jira to Azure DevOps to ensure customer has visibility into engineer priorities.

San Francisco, California, US

San Francisco, California, US

San Francisco, California, US

• Managed the project scope, day-to-day relationships, and strategy based-off of project requirements within the Go to Market Organization reducing timelines and increasing the delivery of large-scale projects.
• Oversaw the merger of Twilio and SendGrid support organizations that required combining multiple ZenDesk environments, the reconciliation of GDPR policies, redirection of ingress channels, along with change management.
• Responsible for the management and delivery of putting Twilio on our own flagship product (Flex Contact Center) which involves the complete redesign of how the support organization affects every other department within.
• Overseeing the transformation of our customer facing/agent facing taxonomies, the vendor selection and installation of a WFM solution, a new ticket routing solution, and a ticket deflection tool.
• Projectized the ZenDesk team through agile methodologies allowing them to reduce ticket turnaround time by 50%.
• Joined the Talent Acquisition Bar Raiser Program to ensure Twilio is constantly hiring the best talent.

Seattle, WA, US

The mission of the Performance Engineering team is to enable Amazon’s distributed development teams to identify, prioritize and drive improvements to our products and services that positively impact customer experience. Our team is chartered with taking Amazon's massive infrastructure and making it run as lean and efficiently as possible through the use of.

Oakland, California, US

• Spearheaded the development of product-driven transformation from consulting and list organization to a tech-enabled behavior analytics platform subscription business. Managed, trained, and mentored a high-performing.
• Created/integrated new workflow for GPTW Certification Program to reduce the time necessary for organizations to setup and launch a survey by 400%.
• Conceptualized and developed an effective operational model, operational integration to the Jira platform support growing dependence on agile/lean methodology.
• Lead daily stand-ups to discuss sprint progress, high-profile incidents, operational concerns, and any adds/moves/changes to the sprint commitment.
• Managed integration of new SaaS platform into existing business; replacing legacy survey tool and converting company from List/Consulting business to technology driven people analytics organization.

Burbank, CA, US

• Transformed existing Account Management organization from reactive to proactive customer success team – facilitated active contributions to client strategy and exhibited an in-depth knowledge of the product offerings.
• Develop executive level strategy sessions to define/align product feature needs with client imitative including by weekly updates and quarterly QBR’s.
• Assigned management, repair and growth responsibilities over largest opportunity clients (WB, HBO, Disney).
• Conceptualized and spearheaded a $2M project to convert all transactional data from legacy accounting software to flagship software for Warner Bros. Television and Features Production – since adopted as the standard.
• Lead SAM on-boarding process optimization to ensure departments shared responsibility for the on-boarding experience info the organization through education of the products.

Northridge, CA, US

Taught Strategic Management Capstone courses in the Business and Economics program.

Los Angeles, CA, US

Taught various Business/HR/Org Theory courses in the Business and Economics program.

Burbank, CA, US

• Responsible for the delivery, customer experience, and technology enablement of the Walt Disney Studios. Walt Disney Animation Disney Television Animation, and Disney Interactive within the Corporate IT shared services.
• Managed turnaround technical migration of Disney Interactive from lease space to Disney owned location – reduced the expected delayed timelines (expected loss $1M) by 6 months and finished on budget ($2M).
• Defined and optimized the customer lifecycle by developing the customer journey map and listening points, standardized the intervention process at each point, identified opportunities of increased efficiency that could.
• Managed the roll out of world-wide strategic roadmap process for IT applications and infrastructure of partner environments and building organization-wide roll-out programs with third party vendors and technology.
• Developed financial management guidelines and backup information processes for increased visibility of Enterprise IT financial statements for Studio Business units, which returned over $1M in misappropriated funds.
• Identified pain point in change control process to improve efficiency using technology, systems and process improvements.

Burbank, CA, US

• Developed and executed a series of readiness deliverables, including targeted communications, checklists, surveys, focus groups, and deliverable meetings to understand the effectiveness of the change work and how it.
• Facilitated returning change requests to change owners when documentation, impact assessment, and communication in the change record was incomplete or inaccurate; provided training and guidance on process and.
• Was responsible for the Change Advisory Board, including emergency, deployment, and governance, where affected parties were notified of changes scheduled, approved, rejected; acted as individual approver when necessary.
• Developed solutions for process inefficiencies with infrastructure teams leads using objective metrics or subjective behavioral data – proper communication, proper lead times, requirements gathering – to improve change.
• Worked as liaison between IBM, HCL, Xerox, HP, and Disney to maintained Disney’s interest in asset changes.

M.B.A, Management And Organizational Behavior

Certificate, Project Leadership

Bachelor Of Science, Organizational Leadership