Michelle Crovo

About Michelle Crovo

Michelle has 13+ years experience across both external-facing contact centers and internal service desks, implementing transformational changes and supporting global initiatives. She has supported multiple industries and has experience across people, process and technology capabilities in the contact center space. Michelle shines in her ability to balance a focus on agent and customer experience alongside operational efficiency and effectiveness. Driven, passionate and creative business leader with expertise in Change Management & Communications strategy, Operating Model & Organizational Strategy, Mergers & Acquisitions, Product Management, Cloud Transformation, Contact Center Transformation and Event Execution. Results-oriented focused on driving business value with strong ability to execute complex programs, synthesize information well and tailor appropriately for all audiences. Proven problem-solving capabilities, decision making skills, and judgment to tackle and solve the right problems.

Experience

1. Cx & Ai Consulting Leader, North America

   Cognizant

   Apr 2025 — Present

   Responsible for the Functional & Advisory CX and AI offerings within the Moment CXCRM Contact Center practice in North America. Oversee and drive new offerings, approach to consultative selling, as well as value driven services for customers globally.

Education

• Xavier University

  Bachelor's of Arts, Organizational Communications

  2001 — 2005

Skills

• Hospitality Industry
• Meeting Planning
• Resorts
• Hospitality
• Banquets
• Convention Services
• Event Management
• Hotels
• Catering
• Hotel Management
• Customer Service
• Forecasting
• Revenue Analysis
• Budgets
• Hospitality Management
• Food & Beverage