Michael Joseph Email & Phone Number

Melville, Ny, Us

• Align and lead international customer experience strategy: Identify & develop processes, performance improvements, and cultural foundations for exceptional customer interactions.• Lead & develop international teams: Empower team focused on delivering incredible customer service across all customer channels• Tech champion: Leverage technology and new platforms to drive customer experience excellence across the global customer service platform

Laguna Hills, Ca, Us

Drive the growth and advancement of customer experiences at a fast-growing dental technology company that is revolutionizing root canal therapy and endodontic practices across the US and Canada with disruptive innovation, resulting in enhanced efficiency, improved procedural and patient outcomes, and superior patient experiences.Lead Customer Experience teams (CX), including Technical Support, Field Service, Sustaining Engineering, Customer Operations, while collaborating closely with R&D, Sales, and Marketing. Drive ongoing CX improvement, ensuring excellence at every stage of the customer journey, from initial product installation and onboarding to continuous optimization of both product and patient experience within the customer's practice.

Franklin Lakes, New Jersey, Us

Deployed superior analytical and problem-solving skills, directed teams of 170+ Technical Support and Field Service Specialists to support $2.4B in revenue from 20K hospitals/care facilities with an operating budget of over $17M. Delivered Customer Service Excellence by improving Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) over 10%. • Led cultural shift and employee development initiatives to drive significant improvements in team morale and performance, and customer experience. Led strategic operational initiatives and cross-functional collaboration to develop end-to-end customer experience solutions and enhancements with Business Platforms, R&D, Quality, Technical Solutions teams, Product Security, and Sales to transform teams and professionals to deliver world-class Technical Customer Support and Field Service. • Led large-scale continuous improvement initiatives driven by Voice of the Associate (VoA) and Voice of the Customer (VoC) feedback to drive improvements in product, customer, and associate experiences, while reducing costs. • Leveraged industry trends and best practices to help champion multi-year digital and business transformation to Salesforce Service Cloud for Customer 360 to dramatically improve customer experience, workforce optimization, operational efficiencies, and produced significant cost savings. Active leader in MMS BU Professional Development and Diversity, Equity, and Inclusion (DEI) Initiatives. • Founding member of the COVID-19 Return to Campus Initiative and task force to develop a balanced Work From Home (WFM) Hybrid Model approach based on data analytics from VoA feedback at all levels • Member of BD’s Women’s Initiative Network, helped recruit keynote speakers, Lead Mentor for the Peer Mentorship Program, and Co-Chair / Moderator of the program's Fireside Chat.

San Diego, Ca, Us

• Helped enable rapid growth of healthcare startup organization formed with Balboa Nephrology Medical Group (BNMG), and then acquired by BNMG, to reduce the impact of kidney disease on patients and others involved in their care and treatment while helping to reduce costs and improve patient recovery.• Developed strategic and effective technology-based solutions including cost-effective and scalable cloud-based platforms for learning/training, collaboration, communication, and tracking to drive productivity and effectiveness to help rapidly scale the organization, internally and across partnerships with specialty health care leaders.• Architected system infrastructure and data analytics platform to track, analyze, and evaluate impact and effectiveness.• Collaborated on the development new ReMend University learning program/platform for medical centers across North America.

Santa Clara, Ca, Us

Led global team of technical trainers, instructional designers, and developers to create and deliver technical, product, and process training/eLearning and training enablement for worldwide Product Development, Technical Support, and Cloud Operations teams of one of the fastest-growing cloud-based (PaaS/SaaS) software companies in the world.• Rapid development of effective training and e-Learning support and service programs to improve effectiveness of experienced employees while ramping productivity for dramatic worldwide growth which included 50% Y-Y headcount growth in 2014 from 650 to over 1000 employees.• Significantly scaled learner hours by 7 times to 2300 hours/month, while consistently exceeded CSAT goals over 9.7 for Instructor-Led Training (ILT).• Executed instructional design methodologies for effective training support and services that significantly improved proficiency of worldwide teams to support customers and build high-quality products.• Consistently exceeded goals with CSAT averages over 9.7 (ILT) while scaling total learner hours by 7 times to 2300 hours/month.• Key member of a global Learning Council responsible for designing and implementing of new Learning Management System (LMS) to scale and accelerate learning, including performance support integration and performance management.

Santa Clara, California, Us

Led strategic and innovative support and service initiatives to improve customer experiences for $1.2B in revenue, profitability, and productivity of a global organization that grew to over 250 technical support engineers/leaders.• Reduced costs by 30% and over $20M through developing innovative customer support and service strategies that also improved customer experience. • Produced savings of over $2M and improved customer experience through pioneering innovative strategies that improved customer support and service delivery methods across locations in Malaysia, China, Japan, and Europe. • Achieved customer satisfaction and loyalty results to over 95% “Top Box” (i.e. very/extremely satisfied) scores with 50% response rates from top-tier customers through initiatives that included designing customized technical, product, and customer service skills training and process improvements.• Earned 98% employee satisfaction rate, the highest of any team in worldwide company “pulse survey”.

Bachelor Of Science In Electrical Engineering (Bsee), Electrical & Computer Engineering

Master Of Science Electrical Engineering (Msee) Coursework

Professional Certificate Coursework In Project Management / Leadership

Education record

Education record