Michael Milardo

About Michael Milardo

Accomplished leader and MBA recipient with a strong analytical background. Subject…

Experience

1. Senior Customer Service Manager

   Hologic, Inc.

   Nov 2020 — Present · Westborough, MA, US

   Direct the management and development of 15 direct reports and 2 team leads responsible for Breast & Skeletal Health product support.• Oversee the team structure, scheduling plans, staff coverage, performance requirements, engagement plans, and overall training strategy.• Ensure team success by monitoring case trending, call histograms, and productivity measures by tracking key performance indicators.• Act as an escalation point for hot accounts and critical issues.• Collaborate with IT team to resolve technical challenges and improve operational efficiency.• Implement tools and techniques to capture and analyze customer complaints, ensuring timely and effective response to customer inquiries and concerns.• Collaborate with Escalation Engineering, R&D Engineering and Quality teams for knowledge transfer of the team on newer functionalities/releases, product issues, and fixes.• Lead and participate in cross-functional initiatives; built strong cross-functional relationships.• Work with 3rd Party Field Service Vendor and internal stakeholders to deliver an outstanding experience.• Demonstrate a continuous improvement mindset; identified and implemented opportunities to improve troubleshooting, efficiency, or the team’s overall effectiveness.• Assisted project team with implementation of Aquant automation technology to drive cost savings and avoidance targets by improving time between service visits, first-time-fix, part usage, and travel costs.• Realigned expectations, such as specific observations, accurate solutions, supporting part numbers, and TBs.• Create a culture conducive to teamwork, learning, growth, information exchange, and continuous improvement that supported the needs of the team members.• Increased employee engagement and team morale; raised Teams Q12 Gallop scores by 1 full point.• Work well under pressure, while adapting and thriving in a demanding environment.• Gained experience in managing successful remote support teams.

Education

• Southern Connecticut State University

  Bachelor's Degree, Business Management, Computer Science

• Clark University

  Master of Business Administration – MBA, Business Administration and Management

  2015 — 2019

Skills

• Storage
• Troubleshooting
• Change Management
• Nas
• Virtualization
• Data Center
• Software Documentation
• Cloud Computing
• High Availability
• Leadership
• Solaris
• Integration
• Windows
• Training
• Service Delivery
• Crm
• Itil
• Program Management
• Vendor Management
• Storage Area Networks
• Professional Services
• Customer Service
• Management
• Cross-Functional Team Leadership
• Enterprise Software
• Project Management
• Unix
• Hardware
• Saas
• San
• Pre-Sales
• Linux
• Vmware
• Disaster Recovery