Michael Dell

Background

About Michael Dell

I am a specialist at designing, scaling and leading customer-facing teams in dynamic, high-growth businesses ranging from startups/scale-ups to large enterprises with international footprints. I lead complex initiatives with a focus on process optimization, emerging technologies and customer experience impact. I believe in the power of performance cultures, professional development, stretch goals and an empathetic, solutions oriented focus. The best part of being a leader is witnessing people surprise themselves.I am an outcomes centered, data-based strategist who believes that maintaining individual "contributorship" is necessary for a leader to stay close to customer / employee experiences and the problem sets that emerge.Team Management: I have successfully led teams ranging from 10 to 1500+ members, including Customer Support, Operations, Project Management, Workforce optimization, Biz Ops and others.Financial Oversight: Accountable for P&L performance while consistently delivering to KPIs such as: operational leverage, CAQ, LTV, Customer effort, NPS and top line growth.Strategic innovation: I excel at conceptualizing and executing strategic initiatives, leveraging data to validate decisions and emphasizing the importance of streamlined processes, in support of technological optimization.Workforce deployment: I am expert at building operations at the nexus of Automation (AI, RPA), data-based customer journey insight, global workforce deployment (on/off shore & BPO) and the value that human interactions can bring to the customer experience.Peer and Stakeholder collaboration: I am adept at communicating across domains such as/but not limited to: Risk management, Product, Sales, Marketing, IT and executive leadership.