Michael Schiano

Michael Schiano Email and Phone Number

Managing Partner | Contact Center and AI Strategy Consultant @ SPS Contact Services
Atlanta, GA, US
Michael Schiano's Location
Atlanta Metropolitan Area, United States, United States
Michael Schiano's Contact Details
About Michael Schiano

Extensive leadership experience in all aspects of Contact Center Operations, Financial Management, Customer Experience, Business Development, Multi-Channel Marketing, Team Building, Business Intelligence, Database and Operations Security. I drive Direct to Consumer Sales and Service. Companies hire me to lead Inbound/Outbound Contact Center operations across diverse industries. My work has led to over $3 billion dollars in top line revenue and hundreds millions in savings from improved operations leadership, tactical execution, increased efficiency of operations, and better use of technology like Artificial Intelligence and Speech Analytics.-Excellent in client communication and managing client relationships.-Deep understanding of Workforce Management and Quality audit processes - set up and performance improvement.-Action-based use of call center metrics and data for inbound/outbound, multi-channel environments.-P & L and budget Management -Unmatched performance management and helping individuals and teams improve on execution and overall metrics.-Adept at working with all key support processes such as recruitment, training, marketing, legal.Specialties: Operations Leadership, Sales & Customer Service, Team Building, Data and Cyber security, Call Center software, Performance Improvement.

Michael Schiano's Current Company Details
SPS Contact Services

Sps Contact Services

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Managing Partner | Contact Center and AI Strategy Consultant
Atlanta, GA, US
Michael Schiano Work Experience Details
  • Sps Contact Services
    Managing Partner | Contact Center And Ai Strategy Consultant
    Sps Contact Services
    Atlanta, Ga, Us
  • Upstream Rehabilitation
    Vice President Operations
    Upstream Rehabilitation Feb 2024 - Present
    Birmingham, Us
    View
  • Sps Contact Services
    Managing Partner/Contact Center Business Consultanting Leader
    Sps Contact Services Mar 2017 - Present
    -Consult with clients of global professional service firms, Venture Capital and Private Equity firms to help them make better investment and operational decisions in Contact Center Operations, Technology, Speech Analytics, Compliance/Data Security, Artificial Intelligence, and Workforce Management. Combined I’ve worked on over $1 billion worth of investment consultations to date.Contact Center business development.
  • Magellan Health
    Vice President Outreach & Engagement
    Magellan Health May 2021 - Jan 2024
    Frisco, Texas, Us
    View
  • Change Healthcare
    Director Of Operations
    Change Healthcare Oct 2019 - May 2021
    Nashville, Tennessee, Us
    Built and Led an AI driven Contact Center. Boosted revenue directly to the bottom line. Expertise in Remote Call Center Operational Leadership. Multi-State Call Center operations. Omni-channel contact center operations.
    View
  • Costar Group
    Senior Director Of Operations
    Costar Group Aug 2018 - Sep 2019
    Washington, Dc, Us
    -Strategic leadership and day-to-day ownership of a 200-member outbound calling department.-Grew daily Outbound call performance by 12% to over 9,000 calls to apartment communities and Real Estate Professionals per day in support of our Web assets and Cloud Software solutions.-Driving performance and productivity increases with more effective data collection and higher-quality standards. Reduced error rate to below .005%. -Instill and build a culture of high engagement and continuous improvement.Data Science, AI, Speech analytics, Speech transcription, data analytics, Contact Center Leadership, Business growth, Cyber Security.
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  • Hilton
    Senior Director, Contact Management
    Hilton Mar 2015 - Mar 2017
    Mclean, Va, Us
    -Partnered with Sales and Marketing to lead Hilton Grand Vacations to its highest sales in company history surpassing $1 Billion.-Rebuilt and led development and Tier 1/Tier 2 Contact Center technical teams for multiple Contact Center sites in N. America, Tokyo supporting 2,000 agents.Salesforce.com, Avaya, Interactive Intelligence, Optimizer Workforce, NICE IEX TotalView, Call Miner, Travel Sales, Mattersight, Noble Systems, TDI, Genesys Pure Cloud, Travel Agency,
    View
  • Startek
    Director Of Call Center Operations/Site Director
    Startek Mar 2014 - Mar 2015
    Denver, Co, Us
    -Achieved $10M top line revenue in 11 months with a 38% profit margin surpassing year one goals while earning Best Place to work 2015 from El Paso County Economic Development Council. -Built up 7 lines of Inbound/Outbound Sales and Client Services business from 0 to over 700 agents on a very on a short time- table.-Exceeded CMS Customer Survey score goal of 85% for Kaiser Medicare. Owned Customer Experience – Achieved an NPS of 82 for WelldyneRX BPM.-Led new business acquisition of major accounts totally over $8 million. Call Center, Healthcare Operations, Contact Center business operations, sales and service, Health Insurance
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  • Connextions, Inc. (A Ttec Company)
    Vice President Of Operations/Site Director
    Connextions, Inc. (A Ttec Company) Mar 2011 - Mar 2014
    - Led national Inbound/Outbound Sales and Client Service for major Healthcare clients. -Managed over 1,000 agents in two Call Center sites for Health Industry clients, achieving $22M top line revenue with a 39% profit margin during first 18-months in new site-Increased Customer Retention resulting in $1 million of retained earnings.-In 2011-2012 - Drove $9.5 million top line Inbound/Outbound sales revenue and increased national sales conversion 40.1% within 12 months with 300 agents.-Increased monthly sales conversion from single digits to above 30% consistently boosting gross revenue and improved Paid Sales growth by 11%. Kaiser Permanente, United Healthcare, Colorado Healthcare Exchange, State of Rhode Island Healthcare Exchange, United Medicare, Avaya, Cisco, Citrix, bConnected, PBM, Inbound, Outbound, Member Retention, Health Insurance sales, home based agents, Virtual agent business model expertise.
  • Consumer Advocates Credit Counselors, Inc.
    Director Of Operations And Education
    Consumer Advocates Credit Counselors, Inc. Aug 2008 - Mar 2011
    Us
    -Achieved a 25% increase in client contact rates and an increase in gross revenue of $398,000 directly attributed to installation of a predictive dialing system during my first six months.-Improved inbound & outbound call center efficiency in sales and customer service within 3 contact centers with 125 agents with improved scripting and increased consistency and collaboration between the sites.-Led community outreach; managed media (TV, Radio, Internet and Print) to drive inbound sales leads.Avaya, Credit Counseling, Bankruptcy Mitigation, Debt Reduction, InContact, Predictive Dialer, Consumer Sales
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  • Incharge Debt Solutions
    Vice President Of Operations
    Incharge Debt Solutions Dec 1998 - Feb 2008
    Orlando, Fl, Us
    -Directed Operations of Bi-lingual, Inbound/Outbound Contact Center including Sales, Customer Service, Creditor Services, and Client Account Processing with 475+ representatives.-Grew two Credit Counseling divisions (Profina Debt Solutions and Concord Credit) from 0 employees to generate gross revenues of $50M+ annually within 2 years of startup surpassing business objectives.-Developed and managed a $12M annual operating budget with P&L responsibility. - Built and led over-achieving Customer Service operations that led all expectations and requirements for Customer Experience and satisfaction.Avaya, Credit Counseling, Bankruptcy Mitigation, Debt Reduction, Genus Credit Management, Profina Debt Solutions, Concord Debt Solutions, NICE Workforce Management, Call Center Training, Call Center
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Michael Schiano Skills

Leadership Management Training Lead Generation Call Center Marketing Strategy Strategic Planning Business Operations Public Speaking Sales Operations Public Relations Business Strategy Customer Service Process Improvement Budgets Media Relations Digital Media Direct Sales Crm Brand Management Social Media Marketing Performance Management Online Marketing Email Marketing Saas Team Leadership Call Center Management Executive Management Strategic Partnerships Team Building Customer Relationship Management Business Development Vendor Management Entrepreneurship Program Management Call Centers Strategy Marketing Sales Web Marketing Websites Nonprofits Sponsorship Website Publishing Customer Satisfaction Account Management Coaching Customer Retention Operations Management Cross Functional Team Leadership Contact Centers Sales Management Continuous Improvement It Support Organizational Development Ccaas General Management Call Center Administration Compliance New Technologies Organizational Culture

Michael Schiano Education Details

  • Webster University
    Webster University
    Communication Management
  • University Of Central Florida
    University Of Central Florida
    Political Science

Frequently Asked Questions about Michael Schiano

What company does Michael Schiano work for?

Michael Schiano works for Sps Contact Services

What is Michael Schiano's role at the current company?

Michael Schiano's current role is Managing Partner | Contact Center and AI Strategy Consultant.

What is Michael Schiano's email address?

Michael Schiano's email address is ms****@****hoo.com

What is Michael Schiano's direct phone number?

Michael Schiano's direct phone number is +197223*****

What schools did Michael Schiano attend?

Michael Schiano attended Webster University, University Of Central Florida.

What are some of Michael Schiano's interests?

Michael Schiano has interest in Social Services, Children, Economic Empowerment, Politics, Television And Film Credits, Education, Mike Is The Author Of The Book, Allworth Press, Science And Technology, Spend Your Way To Wealth.

What skills is Michael Schiano known for?

Michael Schiano has skills like Leadership, Management, Training, Lead Generation, Call Center, Marketing Strategy, Strategic Planning, Business Operations, Public Speaking, Sales Operations, Public Relations, Business Strategy.

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