Michael Carlino
Canton,MA
Summary
Accomplished EVP at AtScale, adept in Organizational Architecture and fostering Teamwork and Collaboration, significantly enhanced technical service delivery and customer satisfaction. Spearheaded a comprehensive customer care strategy at Sonos, demonstrating exceptional decision-making and relationship-building skills, achieving top-tier CSAT ratings, and managing a $32M budget efficiently.
Overview
32
32
years of professional experience
Work History
EVP, Technical Services
AtScale
01.2019 - Current
- Responsible for all technical customer [Fortune 1000 across Retail, Financial, Health Care, and Transportation] facing functions including Solutions Engineering, Professional Services, Technical Support, Customer Engineering, and Product Training
- Optimized resource allocation, across North America, Europe, India, and Australia in a very resource constrained team through a crisp OGST definition, KPI management, effective scheduling, prioritization of tasks, and delegation of responsibilities cross functionally.
- Drove consistent top-two box CSAT rating across all delivery teams.
- Developed global Customer Success Management team, focusing on holistic view of customer health and maintaining critical activities.
- Developed corporate level PMO and QMS capability, instituting cross functional process definition as well as detailed program and project management methods.
- Owner of COO function for the company driving monthly operating committee meetings, Board of Director meeting content and delivery, Human Resource strategy, and Holistic Account Management activities.
Sr Director, Customer Care
Sonos
01.2008 - 01.2019
- Defined, Developed and Implemented a comprehensive [consumer] customer care strategy including, but not limited to, multi-channel contact methods, RMA/Logistics processes, warranty programs, alpha and beta programs, VoC program, NPS and CSAT, BPO programs, and content creation.
- Cultivated a culture of innovation by promoting creative thinking and encouraging all employees to take calculated risks in pursuit of solutions.
- Managed large scale international contact centers (North America, The Netherlands, and China) and near-shore BPO for reverse logistics collection and distribution.
- Extremely close collaboration and influencer with Product, Engineering, and Marketing teams providing Customer360 perspective.
- Data driven mentality to make effective decisions and achieve defined delivery and budgetary goals ($32M annual budget management)
- Managed customer contact volumes of 60,000+ phone contacts, 5,000+ social media contacts (FB Messenger, X [Twitter]), 2,000,000+ unique self help content views, and 5,000+ community contacts per month.
VP, Customer Programs/VP Customer Care
Motorola/Quantum Bridge
09.1999 - 01.2008
- Hired as Customer Care employee #1 and built a comprehensive customer care capability and a high-performance culture within the organization by setting clear expectations for employees at all levels.
- Managed Quality Assurance (HW and SW) teams, Sales Operations, Program and Project Management.
- Developed business-unit level TL9000 disciplined capabilities focused on Tier 1 ILEC service providers and Cable Companies.
- Achieved Digital Six Sigma Green Belt status.
VP, Customer Technical Services
Nortel Networks
03.1993 - 09.1999
- Developed team from 60 employees in North America to over 500 employees globally, including a call center BPO (on shore)
- Technical Services and Remote Management Services (RMON) focus
- Managed $58M annual budget and P&L generating $200M (10% of Corporate top line revenue) in maintenance services
Education
Bachelor of Science - Computer Science/Mathematics
Stonehill College
Easton MASkills
- Organizational Architecture
- Teamwork and Collaboration
- Customer Service
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Customer service expert
- Highly Professional
- Continuous Improvement
- Customer Needs Assessment
Affiliations
- President, Smoke Rise Development Association
- President, Family St. John The Evangelist School
Timeline
EVP, Technical Services
AtScale
01.2019 - Current
Sr Director, Customer Care
Sonos
01.2008 - 01.2019
VP, Customer Programs/VP Customer Care
Motorola/Quantum Bridge
09.1999 - 01.2008
VP, Customer Technical Services
Nortel Networks
03.1993 - 09.1999
Bachelor of Science - Computer Science/Mathematics
Stonehill College
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