Michael Poulo

About Michael Poulo

UNPARALLELED CUSTOMER JOURNEY EXPERIENCE LEADER *Delivering Innovative Omni-channel-orchestrated Customer ExperiencesDynamic digital transformation leader with a proven track record of developing and executing digital strategies, delivering a greater digital presence for an improved omni-channel customer experience. 15+ years of technical management experience leveraging the latest digital best practices in new and creative ways, transforming business strategies and vision into innovative customer experiences for digital products, mobile and web strategies, self-service, and email marketing campaigns.Accomplished certified Project Management Professional with deep technical and business acumen who is passionate in bridging the gap between Business and IT, to fully deliver projects on time, within scope and budget. Proven expertise and track record in leading and motivating high performing teams for producing exceptional results. Recognized for remaining calm and working well under pressure, with exceptional customer-focus for an improved customer and user experience. AREAS OF EXPERTISECustomer Experience | Leadership Development | Program-Project Management | Relationship Management | Service-Support Technology Service Delivery-Modeling | Strategic Planning | Process Improvement | Operational Efficiency | Product SupportEDUCATION | CERTIFICATIONS | TRAINING | AWARDSMasters of Science (MSIS): Summa Cum LaudeBachelor of Science (BS Chemistry): Cum LaudeProject Management Professional (PMP)Microsoft Certified Professional (MCP)Microsoft Certified Desktop Support Technician (MCDST)ADP University: Management in Development Training Program (MDT)ADP University: Certificate of ManagementADP University: Certificate of LeadershipADP Major Accounts Synergy AwardADP President\'s Achievement Award - Mobile SolutionsADP President\'s Award - Service Technology

Experience

1. Product Area Lead

   Verizon

   Nov 2022 — Present · Basking Ridge, NJ, US

   Start up\" founder role, defining the vision and direction for Verizon\'s View Together, Service Done Right, and Channel Orchestration product areas. As Product Area Lead, I own setting the product area operating model, OKR\'s (Objectives and Key Results), business performance, and shaping the overall product area culture.

Education

• County College of Morris

  AAS, Associates in Applied Science in Environmental Science

  1991 — 1994

• Fairleigh Dickinson University

  BS, Bachelor of Science in Chemistry

  1994 — 1997

• Stevens Institute of Technology

  MSIS, Masters of Science Information Systems

  2000 — 2004

Skills

• Business Process Improvement
• Recruiting
• Sdlc
• Talent Management
• Service Delivery
• Business Analysis
• Service Delivery Management
• Salesforce.com
• Program Management
• Big Data
• Organizational Alignment
• Team Leadership
• Human Capital Management
• Technical Leadership
• Project Management
• Integration
• Performance Management
• Crm
• Human Resources
• Thought Leadership
• Global Sourcing
• Sharepoint
• Training
• Personnel Management
• Saas
• Customer Relationship Management (Crm)
• Pmo
• Pmp
• Leadership
• Management
• Team Building
• Strategy
• Hris
• IT Service Management
• Change Management
• Change Control
• Bpo
• Vendor Management
• Outsourcing
• Business Process