Michael Bonello Email & Phone Number

As an accomplished Director of Operations and Customer Success with over 15 years of experience in client-facing customer service and contact center management, I am recognized for my visionary leadership and strategic approach. Throughout my career, I have excelled in fostering collaboration, driving performance excellence & implementing effective policies and procedures to ensure compliance with industry standards.My expertise lies in building high-performing teams that consistently exceed KPIs and objectives. I possess a keen analytical mind, allowing me to identify areas for improvement and devise actionable strategies to drive continuous growth and improvement. I am adept at designing and implementing cost-effective, scalable solutions that focus on enhancing the customer experience and unlocking untapped efficiencies.With a strong focus on nurturing positive client relationships, I excel in delivering insightful reports to Sr Management and refining recruitment strategies to attract top talent. I have a proven track record in leading cultural transformations, employing innovative retention initiatives & spearheading outsourcing initiatives to align with organizational goals.MY ACHIEVEMENTS ---------------------------✯ Improved recruitment results &employee retention stability by instituting salary leveling at the language agent level. (Cognizant)✯ Key lead in Toronto winning “service-based” workflow business for Premium paying customers on the platform. Led and launched the workflow, growing that specific team (via very strong results) from just 4 to 50 in under 8 mos.✯ Transitioned to remote work during the pandemic, including device and equipment distribution for approximately 150 employees to work from home in just 36 hours.(Cognizant) ✯ Controlled $6MM+ OPEX budget, aligned operations with client SLAs, increased ES customer retention rates by 160%, & drove gross billings to $70MM, with incremental increase of $33MM. (Aimia)✯ Bolstered ES client SLAs for an annual call volume of 750K+, optimized call flow to reduce TT & ACW, incorporated automated features, eliminated inefficiencies & enforced firm policies.(Aimia)✯ Guided the team to accomplish 8 consecutive months of securing "Million $$+" in new business, reaching peak performance with a staggering $1.98MM in November 2005. (HSBC)✯ Onboarded to deliver leadership and direction for ES and rewards IB call centers and back offices in Toronto and Montreal with a team of 140 members, including direct and indirect reports, reporting directly to the VP of Call Centre Ops.(Aimia)

Listed skills include Customer Experience, Direct Marketing, Customer Service, Crm, and 28 others.