Michael Yodice, Ms-Cxm Email and Phone Number
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Michael Yodice, Ms-Cxm personal email
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“Customer experience isn’t an expense. Managing customer experience bolsters your brand.”I am a solutions-focused professional with comprehensive experience in ideating and executing robust customer experience initiatives to improve performance through the customer lens. I am proficient at collaborating with cross-functional teams, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey. I am adept at enabling a two-way stream with customer-facing teams by collecting feedback to derive meaningful insights for improvements and maintain a customer-centric attitude while acquiring new or dealing with existing customers. I am able to build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys. I always encourage problem-solving, strategic thinking, and customer orientation amongst the team. I synchronize with directors or heads of other teams to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall strategy.Following are some of the highlights of my career:☛ Developed and implemented company’s first-ever employee satisfaction (ESAT) survey and boosted response rate of employee satisfaction survey by 82%.☛ Maintained exceptional onboarding experience, achieved 100% success rate of meeting brand promise, and improved employee engagement by creating automated workflow for new employee information.☛ Expedited team workflows and reduced accumulated plan steps by 33% (approx. 60 to 40) through development and implementation of cutting-edge project plans.☛ Reduced lost revenue from $1.9 million to $850K by evaluating NPS detractors, recommending impactful at-risk client handling measures, and implementing proactive SAVE attempt process “temperature check”.Furthermore, I possess a strong sense of prioritization and an organized mindset to cover simultaneous tasks without compromising on quality in rapidly evolving and technologically-advanced environments. Want to know more about my experience, passion, areas of expertise, or the improvements I can make to your organization? Connect with me at yodes89@gmail.com.
Mindset Cx
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Co-FounderMindset Cx 2024 - Present
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OwnerWoodbeard'S Wares 2022 - PresentA small business dedicated to artisan-crafted, ultra-fine wooden gaming accessories, pens, and pencils. These are made from incredibly rare exotic woods, are 100% unique, and are unmatched in their blend of form and function. I am also the creator of the original dice box custom-fit specifically to individual dice sets.
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Director Of Customer Experience/OperationsBuy Box Experts 2021 - 2022Lehi, Utah, UsWhile working as Director of Client Experience and Operations, I headed performance management software upgrade project to improve enterprise-wide performance. I implemented company-wide performance review strategy to support informed decision-making. I analyzed ESAT data, translated results into understandable terms, and prepared insight-based reports. I maximized daily work efficiencies by introducing standardized orientation process, including introduction emails, tools provisioning, bookclub and material orders, manager activity scheduling, and orientation goal.Highlights of accomplishment in this role include:• I optimized employee onboarding process by collaborating with newly hired staff and front-line leaders to uncover issues and propose robust process improvements.• I orchestrated fully fleshed-out Voice of the Customer feedback loop, customer termination processes, and new customer survey strategy with an emphasis on experience and insight data. -
Project Specialist- InitiationLifion By Adp 2020 - 2021Roseland, New Jersey, UsIn this role, I executed key processes to complete concurrent projects within strict deadlines. I collaborated with IT teams to automatically extract information and update into salesforce, including capturing MSAs. I played a key role in seamless implementation of Medallia software to ensure unit-wide VoC/NPS program adoption. I performed analysis of Lifion NPS data, identified deadlocks, and proposed insight-based corrective action plans. I conducted research to identify $1 million at risk key accounts and recommended an experience-based retention strategy to avoid losses. I streamlined project reporting process and created user-friendly dashboards. I organized “Perspectives” podcast series for internal company-wide generation BRG.Highlights of accomplishments in this role include:• I automated new hire provisioning process and decreased redundancies by 90% through leading all business aspects of the ADAPT project.• I secured new accounts in backlog for 6-12 months through initiation process within two months by overseeing executing client experience efforts to promote satisfaction. -
Client Experience CoordinatorVivreau North America 2019 - 2019With this organization, I implemented CX benchmark to evaluate performance and deploy proactive action plans. Established first VoC strategy and boosted NPS score from 48 to 54. I built a customer-focused environment by shaping long-term vision for CX department. I optimized uninstallation processes across multiple departments to revitalize across-the-board performance. I established program with NPS as a key CX metric and led phases one and two of NPS strategy. I conducted training for service associates on best communication and client service practices. I supported operations management of first client experience reporting structure to enhance data accuracy. Highlights of accomplishments in this role include:• I secured more than $400K in annual revenue by executing results-driven client retention initiatives.• I ensured consistent and transparent communication by improving client lifecycle touchpoints and initiating first company-wide communication strategy.• I headed a one-week post-installation survey, six-month check-in outreach, service call follow-up program, and client experience review program. -
Client Retention ManagerViventium 2016 - 2018Berkeley Heights, New Jersey, UsAs a Client Retention Manager, I updated strategic retention plan to achieve $240K retention in direct annual revenue within eight months. I mentored a team of client service supervisors on new processes, including Termination, At-Risk, SAVE, and Reinstatement to develop high-caliber professionals. I planned and executed a wide range of data-driven retention and client experience training for all departments. I managed portfolio of 30+ accounts for 75 clients by assessing individual needs and providing customized solutions. I compiled and analyzed complex datasets on terminations and win-backs, translated results into understandable terms, and provided key insights to drive retention. I conceptualized first-ever client win-back strategy and integrated with new reinstatement process.Highlights of accomplishments in this role include:• I received positive feedback and recognized by executive leadership for achieving outstanding results, such as improving employee confidence and achieving 92% client retention rate. -
Customer Service RepresentativeAdp,Llc 2013 - 2016Roseland, New Jersey, UsIn this capacity, I provided engaging training to new hires on functionality of software and payroll. I designed an innovative rewards system to promote WC sales. I recommended impactful solution to incentivize CSRS and boost revenue growth.Highlights of accomplishments in this role include: • I led phone tree automation project to implement a new phone prompt system that enabled calling ADP and getting an automated phone tree.
Michael Yodice, Ms-Cxm Skills
Michael Yodice, Ms-Cxm Education Details
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Michigan State UniversityCustomer Experience Management -
Drew UniversityPhilosophy And Theatre
Frequently Asked Questions about Michael Yodice, Ms-Cxm
What company does Michael Yodice, Ms-Cxm work for?
Michael Yodice, Ms-Cxm works for Mindset Cx
What is Michael Yodice, Ms-Cxm's role at the current company?
Michael Yodice, Ms-Cxm's current role is An articulate CX leader with a track record of success in customer experience management and team leadership innovation.
What is Michael Yodice, Ms-Cxm's email address?
Michael Yodice, Ms-Cxm's email address is mi****@****adp.com
What is Michael Yodice, Ms-Cxm's direct phone number?
Michael Yodice, Ms-Cxm's direct phone number is +184845*****
What schools did Michael Yodice, Ms-Cxm attend?
Michael Yodice, Ms-Cxm attended Michigan State University, Drew University.
What are some of Michael Yodice, Ms-Cxm's interests?
Michael Yodice, Ms-Cxm has interest in Civil Rights And Social Action, Politics, Education, Environment, Human Rights, Animal Welfare, Arts And Culture.
What skills is Michael Yodice, Ms-Cxm known for?
Michael Yodice, Ms-Cxm has skills like Customer Service, Sales, Time Management, Microsoft Office, Customer Satisfaction, Microsoft Word, Leadership, Teamwork, Training.
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