Michael Pace Email & Phone Number

Providence, RI, US

New England's largest community of contact and call center leaders. Founded in 2001 by contact center executives as a grass roots organization, the NECCF is dedicated to addressing the needs of industry professionals by facilitating networking and best practice sharing opportunities at our quarterly events. Elected President in 2017.

Providence, RI, US

Virgin Pulse, part of Sir Richard Branson's Virgin Group, drives daily engagement and long-term behavior change through programs that are fun and social, and that get people involved and keep them engaged... for good.

Consulting service assisting organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership. From strategic assessments to execution, I create and deliver amazing customer experiences throughout the Marketing, Sales and Support Funnel maximizing customer lifetime value. Facilitating change.

Waltham, MA, US

• Multi-functional role accountable for overall Support strategy and analysis, social media support and community results, knowledge management processes and systems, quality assurance, process management, workforce.
• Organized and developed 2010 and 2011 cross departmental operational budget plan (over $20M), prioritizing optimal customer experience and process efficiency to deliver on improved customer satisfaction scores and cost.
• Created innovative social and community support organization to engage end user customer base (doubled community involvement), reduce long term cost per account (4%), and enhance company referral engine.
• Established knowledge base benchmarks and processes to increase First Preferred Contact Resolution; reducing front line headcount by 29% or 44 FTE.
• Managing the Quality Assurance reengineering program to provide higher correlation of internal quality to external customer satisfaction scores, reduce time, and strengthen associate morale.
• Renegotiated international outsourcer contract and developed 2 year roadmap to improve operational scalability, flexibility and customer satisfaction.

Mclean, VA, US

• Managed $6.2M budget and 85+ employees to deliver exceptional customer experience for division experiencing 15x growth in 2 years. Developed and implemented processes to improve cost-effectiveness, risk management.
• Enhanced customer satisfaction scores 15% by overhauling customer experience. Developed service vision / standards, defined metrics, and implemented organizational and procedural changes.
• Grew efficiency 300% in 2 years by instituting rigorous process management methodologies and promoting lean operations and well managed risk environment.
• Reduced losses from fraud and solvency issues 50% by creating robust client risk models / processes.
• Increased employee retention and morale by developing effective talent management strategies.
• Received company’s highest award, presented to top 1-2% of associates in Q2 2007, as well as multiple Manager of the Month awards.

Mclean, VA, US

Responsible for the business requirements and design of the originations platform, company-wide telephony agenda, and management of operations project portfolio and resourcing.Responsible for the successful delivery of company-wide infrastructure programs and projects. Led effort to determine long term originations solution and replace existing.

New York, New York, US

• Promoted from direct marketing call center position to lead team of 27 associates charged with providing best-in-class customer service for 56 retail locations. Oversaw departmental business continuity and disaster.
• Maintained headcount during period of 700% aggressive retail store growth by refining and streamlining call center processes.
• Managed team of 27 associates responsible for credit line approval and overall service of private label credit card, including credit limit setting, purchase authorization, and fraud detection.

Sports Management

Education record