Michael Shiakallis
Senior Manager | Project & Program Management Leader | Digital Transformation | Generative AI | Agile & Scrum Certified
- Role
- Head of Sms Digital Experience at Lumen Technologies
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Michael Shiakallis
I’m a results-driven Senior Manager with over a decade of experience leading project and…
Experience
Head of Sms Digital Experience
Feb 2023 — Present · Denver, CO, US
Launch new SMS digital channel for the copper and Quantum Fiber product lines• Manage SMS product lifecycle from RFI through enhancements to increase digital engagement by 20%• Identified, selected and managed relationship with new SMS vendor; annual operational savings:~$100k• Defined product roadmap for launch (September 2023) and incremental enhancements• Increased digital engagement by 21%• Annual savings through call and live chat deflection:~$1.2M• Monthly SMS customer contacts on new channel:~110k interactions
Education
Cal State Fullerton, College of Business and Economics
Bachelor of Arts, Business Administration with a Concentration in Operations Management
2006 — 2008
Skills
- Telecommunications
- Process Improvement
- Customer Retention
- Customer Service
- Product Management
- Business Analysis
- Business Intelligence
- Visio
- Business Process Improvement
- Crm
- Analytics
- Business Strategy
- Vendor Management
- Management
- Negotiation
- Cross-Functional Team Leadership
- Access
- Time Management
- Wireless
- Account Management
- Enterprise Software
- Project Management
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