Michelle Crovo Email & Phone Number

Charlotte, North Carolina, United States

Responsible for supporting thought leadership, strategy & execution of contact center transformations with a focus on financial services and hospitality industries. Scope includes strategy, op model & org design, operational excellence and process design as well as change management, training & adoption. Knowledgeable of industry leading CCaaS & telephony solutions including NICE, Verint, Avaya, Genesys, Five9, Amazon Connect, Salesforce Service Cloud Voice and Google CCAI.

Charlotte, North Carolina, United States

Consulting projects during role:Contact Center Transformation Strategy & Roadmap - Financial Services clientOversaw a Contact Center transformation project with goals to find and build key capabilities the Contact Center needs for the future to best serve the customer across channels. Work included creating the Vision/Mission, Guiding Principles, and Customer-Centric Outcomes as well as conducting a capability assessment and gap analysis to develop the go-forward 5-year strategy & roadmap. GCP Cloud Readiness, Migration and Modernization - Financial Services clientTo support an organization moving to Google Cloud, we led several projects over 2 years to help stand up landing zones, assess applications for migration to GCP, develop a strategy for modernization of the tech stack, developed a migration/modernization factory approach to move to GCP at scale and developed a comprehensive people readiness plan to upskill IT teams and prepare them for new roles once the organization moved to the cloud. Transformation Leadership, Program Orchestration - Financial Services clientResponsible for leadership over key transformation initiatives including program management & orchestration, value measurement and stakeholder communications, stakeholder alignment, cross-functional workshop facilitation and executive stakeholder management, change management & communications to prepare organization for changes, strategic advisory for agile ways of working for business stakeholders and scrum teams and executive presentation support.Strategic Advisory: Transformation Management & Operating Model Design - Financial Services clientProvided strategic advisory to C-Suite for core areas of their transformation including business case value measurement, organizational structure and operating model changes to support technology transformation. Supported planning and facilitation for strategic planning sessions, quarterly stakeholder alignment sessions and transformation events.

Charlotte, North Carolina, United States

Consulting projects during role:Network Integration - Hospitality ClientThrough an 8-week assessment, we provided technical guidance and planning expertise for a future-state domain and identity architecture that would have minimal impact to employees. In addition to technical assessments and solution recommendations, we conducted a high-level change impact assessment to provide additional considerations for each potential network integration recommendation.Contact Center Learning Strategy - Retail Client:A large retailer wanted to drive digital transformation with a Salesforce implementation for their call centers and improve the customer experience. We proposed a best in class learning strategy and organizational change management approach that included multiple learning events and a modular approach (roadshows, team huddles, eLearnings, how to videos & guides, role plays, assessments, Knowledge articles, & help text). Cloud Transformation - Financial Services clientIn partnership with Google Cloud, we helped our client plan for their multi-year transition to the cloud beginning with a pilot datacenter migration and expanding to transformation across the entire IT organization. Our comprehensive approach included current state assessments, future state op model & capabilities development, organizational change management & learning strategies, communications and adoption reporting.Contact Center Workforce Management Transformation - Financial Services clientWe conducted an assessment to understand the contact center workforce management landscape including people, processes and technology used to plan for staffing, scheduling of associates and real-time management of contact center volumes. We then developed a future state op model, capabilities and processes to drive efficiencies and transformation the workforce management function. Once we gained leadership alignment, we implemented the new op model & processes across multiple lines of business.

Charlotte, North Carolina

Consulting Projects during role:Change Management Capability Assessment - Healthcare Client:Following a company-wide transformation of their operating model and core technology, a healthcare company was not seeing the adoption of key initiatives at the level anticipated and wanted to understand why. We assessed the organization’s change management landscape to understand where they had opportunities to improve their approach to effectively drive adoption for the transformational changes and provided a change framework for successful adoption moving forward.Solution Owner / Design Producer - Digital Marketing Client:Served as the solution owner & design producer for a team that built a design library of reusable UI patterns, workflows and assets along with a complementary development framework to support the launch of websites. The framework included coded components, repeatable features and functionality which were matched 1:1 in the design file. This provided the client with a scalable and sustainable way to design and launch websites. A site launched on the new product takes 4-5 weeks compared to 3+ months prior to the development of the new site launch product. Content publishing now takes 10 minutes compared to an hour.Communications Strategy - Retail Client:Developed Communication Strategy for the rollout of a new product vision, mission, strategic goals and enabling technology solutions to drive adoption of new brand positioning and ways of working.Post-Merger Communications Platform - Financial Services Client:Through a rapid 5-week assessment, we assessed a variety of technology solutions and made a recommendation for a tool that would solve the client’s pain points and support their future-state vision. We also created a draft high-level business case for corporate communications to request funding for the technology solution recommended.

Charlotte Nc

Responsible for the strategy and execution of technology, process and organizational change initiatives for Marriott’s Customer Engagement Centers globally, impacting 8,000+ associates• Developed initial change strategy for the CEC Transformation in partnership with BMSC Leadership including creating the vision & case for change, conducting stakeholder analysis and communication vehicle analysis, overseeing change assessment work, conducting change surveys & measurement, and developing communications governance and communications plan and standing up a change network of associates & leaders• Developed overarching communications strategy to support change initiatives due to Integration and day-to-day operational impacts including readiness & leader communications, content for webcasts & executive meetings, detailed FAQs and Talking Points as well as strategic communications & video messages• Partner with HR & Legal teams to support and execute organizational change communications for the reorganization of 6+ teams including changes to roles and total compensation

Charlotte, North Carolina Area

Responsible for the strategy and execution of change management initiatives for Starwood's global sales platform (ISAC – Integrated Sales and Catering) and its related interfaces and tools, impacting 15000+ users• Engaged with key corporate stakeholders, owners and franchisees to identify barriers to adoption or specific needs to facilitate change. Conducted focus groups, open forums and targeted workshops to drive adoption of the system• Conducted business process consultations with hotels to identify required changes to increase efficiency and productivity• Responsible for all communications including PR efforts, leadership messaging, messaging to owners & management companies, hotel leadership and users, and divisional sales operations

Stamford, Connecticut

• Defined what changes were needed for hotels and divisions as they transition from previous S&C system to ISAC and conducted consultations for high change hotels• Conducted data analysis to identify areas to drive adoption and usage • Developed & maintained best practice and SOP documentation• Solicited end user feedback from all divisions through user groups and recommended enhancements to products and interfaces. Articulated complex application requirements and functionality to business and IT stakeholders• Partnered with cross-functional teams on global projects to identify impacts, assess risks and identify mitigation strategies on behalf of the broader team

Alexandria, Va

• Managed all aspects of large conventions and meetings including communicating all details of food and beverage, meeting space and sleeping rooms to the hotel staff• Planned event details with customers and supervised Banquets staff to execute on all meeting details including coffee breaks, food and beverage functions, audio visual needs, group transportation, billing instructions and other special requirements of the group. • Coordinated the set-up and oversaw the function space, booking and posting of the convention reports.

Baltimore, Maryland

• Managed all aspects of large conventions and meetings including communicating all details of food and beverage, meeting space and sleeping rooms to the hotel staff• Planned event details with customers and supervised Banquets staff to execute on all meeting details including coffee breaks, food and beverage functions, audio visual needs, group transportation, billing instructions and other special requirements of the group. • Coordinated the set-up and oversaw the function space, booking and posting of the convention reports.

Cincinnati, Oh

• Managed all aspects of large conventions and meetings including communicating all details of food and beverage, meeting space and sleeping rooms to the hotel staff• Planned event details with customers and supervised Banquets staff to execute on all meeting details including coffee breaks, food and beverage functions, audio visual needs, group transportation, billing instructions and other special requirements of the group. • Coordinated the set-up and oversaw the function space, booking and posting of the convention reports.

Cincinnati, Oh

• Serviced all meeting connections groups 75 rooms and under on peak night• Booked local small meetings 20 people and under• Served as on-site Passkey expert for reservations