Michael Tufts

About Michael Tufts

Senior operations leader with a track record of building, scaling, and stabilizing global…

Experience

1. Global Business Director

   TeKnowledge

   Jun 2020 — Present · Colorado Springs, CO, US

   Directed four global business units across nine lines of business, driving $60M+ in annual revenue and delivering exceptional customer experiences across North America, LATAM, Europe, and Africa. Oversaw multi-site operations, aligning strategy, culture, and performance across seven centers to ensure seamless execution and consistent service delivery.Built and nurtured strategic partnerships with 12 executive client stakeholders, aligning customer care strategies with business objectives to enhance satisfaction, loyalty, and operational efficiency. Championed new business launches in two geographies and executed turnaround strategies that revitalized underperforming lines within 60 days, achieving sustained KPI improvements.Implemented an AI-driven optimization framework that reduced case handling time by 15%, improved resolution rates, and strengthened decision-making through predictive analytics. Expanded revenue by 31% while improving CSAT and first-contact resolution metrics.Launched a global coaching and development program that improved employee retention by 22%, elevated CSAT by 15%, and standardized leadership capability across all management levels. Partnered with talent and training teams to refine recruitment profiles and onboarding processes, reducing ramp-up time by 25% and ensuring 90% KPI attainment.Led federally attested workflows ensuring compliance with government security and policy standards. Collaborated with sales and operations to design customer-centric growth strategies, delivering high-impact presentations to C-suite executives.Developed a strong leadership pipeline, with 80% of promotions achieved internally, fostering engagement, accountability, and performance excellence. Drove strategic resource planning and budget optimization to maintain uninterrupted service and business continuity across global operations.

Education

• Utah State University - Jon M. Huntsman School of Business

  Bachelor of Science

Skills

• Vendor Management
• Workforce Management
• Call Centers
• Outsourcing
• Customer Satisfaction
• Team Management
• Contact Centers
• Performance Management
• Leadership
• Management
• Process Improvement
• Customer Experience
• Project Management
• Team Leadership