Michael Lastella Email & Phone Number

Campbell, Ca, Us

Irvine, California, Us

Quebec City, Quebec, Ca

Santa Clara, California, Us

I was recruited to build the online services practice and improve experience for customers and partners. Since joining the company, I have initiated a comprehensive online customer experience program, with results that include a 150% increase in community and knowledge base views saving the company millions of dollars in the process, and picking up numerous awards for various innovations in technology.Additional key results:♦ Case deflection improvement: Increased support case deflection at time of online creation by implementing a feature that deflects an average 146 cases monthly and saves $1.6+ million per month.♦ Unified search implementation: Drove the click-through percentage in the community +50%; grew machine-learning-based clicks 28% to 59%; increased incoming support traffic web-to-phone 65%.♦ Support website overhaul: Achieved a deflection rate of 49%, resulting in cost savings and increased scalability of support. Reached an online CSAT average of 89.7% for 2018.♦ Program awards: Managed a program that won the Coveo Impact Innovators Award, which honors customers who have demonstrated a clear impact on their business outcomes due to their Coveo implementation (2018), the TSIA Star Award for Innovation in Customer Portals (2019) for innovation, leadership, and excellence in online customer experiences, and was a finalist in the InfoWorld/Forrester Enterprise Architecture Awards.♦ Industry conference speaker: Served as a featured speaker at Coveo Impact customer conference and at TSIA Technology & Services World Conference, 2018.

Foster City, California, Us

I was recruited by CyberSource as knowledge system manager and promoted to senior director following its acquisition by Visa. Among other involvement, I played a key role in management of the complex post-merger integration and rapid growth of CyberSource, Authorize.net, and Visa Check Out product offerings. In addition, I built and owned the department’s training, business intelligence, and program management practice.Additional key results:♦ Implementation leadership: Planned, built, and led the $700,000 InQuira implementation for approximately 500,000 merchants, including technical support center website requirements. ♦ Merchant support: Directed a team in managing programs for merchant support operations, including phones, email, and live-chat help systems.♦ Strategy creation: Defined strategies for knowledge management, global training, and operational performance metrics for Visa merchants. Provided recommendations to C-suite leadership on changes to strengthen customer experience and achieve operational excellence.♦ Cost reduction: Significantly reduced overall expenses and YOY run rate by partnering with IT to implement support actions that helped develop new budget guidelines and annual operating plan.

Sunnyvale, Ca, Us

I spearheaded the implementation, optimization, and support of a CS&S knowledge management system and practice that reduced support costs by deflecting +30% of calls. I also defined and oversaw execution of immediate and long-term strategy.Additional key results:♦ Utilization growth: Drove customer utilization to 60,000 (400%) in 6 months.♦ Rapid cost reduction: Reduced costs $3+ million per year ($60K/week) within 6 months of go-live.

Indianapolis, In, Us

(formerly Consona/Knova Software/Kanisa, Inc.)I was recruited to rejoin this company, which had grown from the start-up stage to a leading global provider of industry-specific ERP/CRM solutions. Its solutions helped companies manage resources, including supply chain, employees, and customer relationships. Min this role I managed a 5-member team.Additional key results:♦ Consulting methodology: Defined implementation methodology for consultants. Consistently met or exceeded objectives related to deliverables, client satisfaction, and margins.Additional key results:♦ High-dollar engagements: Managed 100+ multimillion-dollar engagements with corporate clients and Fortune 500 firms, including Sony, Cisco, Microsoft, Toshiba, eBay, Apple, and SAP. ♦ Customer support center: Improved support for the Knova Contact Center by allocating key resources, training consultants, creating a new tracking system, and realigning customer expectations.♦ Client relationship restoration: Rescued an at-risk relationship and reestablished credibility with Toshiba by conducting on-site training in Europe on software configuration and optimization.Earlier I worked as a knowledge architect and technical lead at the start-up (2000–2002).

Indianapolis, In, Us

I managed a technology consulting engagement with the State of California Employee Development Department.

Indianapolis, In, Us

(formerly Consona/Knova Software/Kanisa, Inc.)

Walldorf, Bw, De

I was recruited to provide leadership and subject matter expertise for development of the company’s new R/3 HCM product. My work paved the way for what became SAP eRecruitment, which saved significant time for job candidates and HR administrators. I also developed a web-based employee qualifications analysis tool to identify gaps.

Us

▪ Managed Human Resources, Payroll, Compensation Analysis and Employee Benefits Administration for rapidly growing company with more than 1500 employees and 30 theaters. ▪ Asked by senior leadership to evaluate vendors and select an integrated HR/Payroll system that would be compatible with their new enterprise accounting system; chose Cort Directions for the implementation and oversaw migration from legacy system.

Bachelor Of Business Administration (Bba), Banking, Corporate, Finance, And Securities Law

Associate Of Arts (Aa), Cinematography And Film/Video Production