An open, free community built by and for customer success leaders.

Leading a team of amazing professionals who support our employer channel by implementing and supporting many of our most popular add-on products and services

I am a management consultant with 4+ years of strategy consulting experience, helping clients close the gap between ideas and results by optimizing their people strategies. To date, I have worked on major projects with organizations in both the Financial Services and Multinational industries, with a focus on Change Management, Strategy Development, Transformation, and Organizational Design. I have successfully delivered on each of these projects and have improved the managerial, operating, and economic performance of the organizations.() Expedited development of tailored communications and training strategy for global CRM implementation (1500+ end-users across 5 continents), while keeping cultural and other behavioral considerations consistent with client’s needs and expectations () Led development of stakeholder impact assessment across 23 different business and IT departments (including 1-on-1s with the firm’s COO, CTO, & CAO), which resulted in creation of robust communications and training strategy for 3000+ end-users to address firm’s impending business transformation() Facilitated 2-day intensive leadership alignment workshop to rebrand client’s vision, guiding principles and desired future state for customer complaint/concern management; created initiative roadmap focused on both foundational and incremental capabilities to deliver better customer service experience() Researched, evaluated, and synthesized competitor, customer, and client data to deliver customer service framework and competitive analysis (30 companies across 5 industries), accompanied by a comparison analysis that benchmarked client’s customer service performance against competitors’ () Created vision, stakeholder analysis and tailored engagement roadmap to provide approach for improving client’s risk culture by aligning leadership, communicating change, and training employees to embed risk prevention into daily business processes

Michael is an Associate in the PwC’s Global Information Reporting consulting practice focusing on Regulatory Change, Operating Model Framework, Operations Performance Improvement and short to long-term strategy for financial, insurance, and multinational organizations. He has worked with these clients to develop strategies for the Foreign Account Tax Compliance Act (FATCA) and other existing U.S. information reporting and withholding rules by evaluating the intersection between tax regulations and operating environments. His experience also includes design and implementation of compliance frameworks, as well as building business requirements documents and providing tax technical support.Additionally, Michael has extensive project management experience. He has previously taken on the PMO role for the firm’s Multinational Corporation FATCA initiative, serving as the point of contact for many clients’ senior leadership, and managing issue / risk escalation and resource planning. Prior to joining the Global Information Reporting practice, Michael was a tax intern with the firm in 2009.