Michael Fulvio

About Michael Fulvio

I\'m a customer experience leader passionate about building systems that scale loyalty and…

Experience

1. Director of Customer Experience

   SNIPES

   Jan 2022 — Present

   Successfully orchestrated roadmap of the merger and integration of the Jimmy Jazz customer service team updating CRM tech stack from ZenDesk to Service Cloudpost-acquisition. Led business process improvement initiatives that overhauled customer service procedures, resulting in a 35% reduction in resolution times and a 20% boost in customer satisfaction. Managed operation analytics for contact centers with representatives across multiple sites, achieving a 98% first-call resolution rate and consistently exceeding set performance targets. Spearheaded cross-functional e-commerce teams to conceive and implement innovative customer experience strategies. Pioneered customer feedback initiatives to procure valuable insights and propel ongoing enhancements in service provision. Excelled in operations management, overseeing daily activities across all customer touchpoints from digital to in-person, ensuring brand consistency and premier customer engagement. Championed a continuous improvement philosophy, leveraging customer stories and data analytics to pinpoint and address areas for enhancement. Cultivated enduring partnerships with influential stakeholders, including executive leadership, to harmonize customer experience objectives with corporate goals. Implemented cutting-edge omnichannel customer support solutions encompassing self-service platforms, live chat, and social media interaction to cater to dynamic customer preferences. Achieved consistent surpassing of customer experience benchmarks and metrics through quality assurance, leading to enhanced customer retention and advocacy. Demonstrated expertise in vendor management, adeptly negotiating and overseeing contracts with external suppliers to both optimize costs and guarantee delivery in alignment with brand expectations.

Education

• American University

  Bachelor of Arts (B.A.), Theatre/Theater

  2001 — 2005

• Villanova University

  PMP Certification , Project Management

  2023

• National Theatre Conservatory

  Master of Fine Arts (MFA), Acting

  2005 — 2008

Skills

• Cold Calling
• Initiator
• Project Management
• Government Relations
• Product Improvement
• Facebook
• Inside Sales
• Marketing
• Metrics
• Account Management
• Coordination
• Drama
• Sales
• Tenacious
• Face to Face Sales
• Internet Resources
• Critical Thinking
• Film
• Sales Presentations
• Customer Service
• Stage
• Performance Management
• Organization
• Entertainment
• Dependable Team Player
• Production Managment
• Problem Resolution
• Theatre
• Positive Team Player
• Management
• Integrity
• Customer Success
• Customer Satisfaction
• Process Improvement
• Social Networking
• Acting
• Producing
• Team Management
• Social Media
• Performing Arts