Michael Joseph work email
- Valid
- Valid
- Valid
- Valid
- Valid
- Valid
Michael Joseph personal email
- Valid
Michael Joseph phone numbers
As a Technology and Customer Experience (CX) servant leader, I am passionate about driving growth, profits, and loyalty for companies through cross-functional transformation of product, customer, and employee experiences. With a unique blend of expertise in engineering, technical customer service, digital transformation, training, operations, technical marketing, sales, and leadership experience gained in Silicon Valley, I excel at delivering results and driving innovation across world-class customer-facing, operations and product development teams. 🔷 Passionate, results-focused go-getter. Offers a rich history of transforming and disrupting technology-driven companies with leadership, culture, cross-functional collaboration, innovation, and operational excellence to delight customers and employees to drive growth, profits, and loyalty. Unquenchable spirit to raise and solve challenges head-on to achieve results. 🔷 Over 15 years of transformation and strategic execution. A visionary thinker with superior analytical and problem-solving skills leveraging diverse engineering and technology backgrounds from start-ups to Fortune 150 High-Tech (Software/Hardware) and Life Science/MedTech organizations. Change catalyst and agent with high-energy/creativity to the executive team. 🔷 Servant leader and empathy-focused executive. Builds and scales high-performance teams. Powerful conveyor and influencer across diverse teams (Executive Leadership, R&D, Marketing, Sales, Operations) and Customers.AREAS OF EXPERTISECustomer Experience | Servant Leader | Strategic Execution | Agile Innovation | Operational Excellence | “Trusted Advisor” and Conveyor Transforms Product, Customer, and Employee Behavioral Insights to Action, Accountability, and Growth | Change Management | Continuous Improvement Leader | Diversity, Equity, and Inclusion (DEI) Champion | Business Intelligence, Data Mining / Analysis | Technical Support, Marketing, Sales, Engineering, and IT Competencies
-
Global Director, Customer ExperienceHenry Schein 2024 - 2024Melville, 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 -
Senior Director, Customer ExperienceSonendo®, Inc. 2022 - 2023Laguna Hills, Ca, UsDrive 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. -
Director, Customer Experience/Support And Field ServiceBd Jan 2017 - May 2022Franklin Lakes, New Jersey, UsDeployed 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. -
Director, Technology And ServicesRemend Organization Jul 2015 - Jan 2017San 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. -
Senior Manager, Global Training OperationsServicenow - The Enterprise It Cloud Company Mar 2014 - Jul 2015Santa Clara, Ca, UsLed 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. -
Senior Manager, Worldwide Applications Engineering/Technical Support For Altera (Acquired By Intel)Intel Corporation 2004 - 2014Santa Clara, California, UsLed 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”.
Michael Joseph Skills
Michael Joseph Education Details
-
Cleveland State UniversityElectrical & Computer Engineering -
Cleveland State UniversityMaster Of Science Electrical Engineering (Msee) Coursework
-
Uc San DiegoProfessional Certificate Coursework In Project Management / Leadership
-
Business & Engineering Education From Top Universities (Harvard, Mit, Berkeley, Ucsd, Duke)
-
Professional Development Programs & Specialty Training
Frequently Asked Questions about Michael Joseph
What is Michael Joseph's role at the current company?
Michael Joseph's current role is VP / Director of Customer Experience (CX) | Driving CX Innovation and Transformation to Maximize Loyalty + Growth for High-Tech/MedTech.
What is Michael Joseph's email address?
Michael Joseph's email address is michael.joseph@bd.com
What is Michael Joseph's direct phone number?
Michael Joseph's direct phone number is +161953*****
What schools did Michael Joseph attend?
Michael Joseph attended Cleveland State University, Cleveland State University, Uc San Diego, Business & Engineering Education From Top Universities (Harvard, Mit, Berkeley, Ucsd, Duke), Professional Development Programs & Specialty Training.
What are some of Michael Joseph's interests?
Michael Joseph has interest in Predictive Analytics, Skiing, Technology, Precision Medicine, Volunteer Activities, Big Data, Education, Digital Health, Brain Science, Biking.
What skills is Michael Joseph known for?
Michael Joseph has skills like Financial Analysis, Leadership, Forecasting, Sap, Microsoft Excel, Cross Functional Team Leadership, Financial Forecasting, Management, Semiconductors, Strategy, Project Management, Product Development.
Free Chrome Extension
Find emails, phones & company data instantly
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial