Operational Excellence for Founders Who Want to Scale Smarter
You handle operations. I help you scale them. As a former Fortune 500 COO, I work exclusively with service-based founders ready to move from chaos to clarity.
2,000+ FTE led | $78.75M P&L | 2.95M calls/year | 542,929 referrals | ~10% EBITDA growth.
Available for full‑time SVP/COO roles, interim leadership, and high‑impact advisory projects.
Operator-led consulting backed by 20+ years running multi-state, multi-site operations, P&L ownership, and measurable revenue/EBITDA impact.
Recent Success:
- $78.75 M revenue delivered with ~10% EBITDA growth through workforce optimization and omnichannel, AI driven enhancements.
- 79% referral-to-scheduled conversion across 542,929 referrals; 2.95M annual calls supported.
- Productivity improved from 12 to 20 appointments scheduled per FTE/day without adding staff; error rate reduced to 0.70%
1) Contact Center Performance Assessment (2–4 weeks)
A rapid, independent diagnostic of people, process, technology, and KPIs—ending with an executive readout and a prioritized improvement roadmap tied to measurable outcomes.
2) Turnaround & Performance Stabilization (30–90 days)
If service levels, quality, staffing, or costs are off-track, we stabilize performance quickly with an operating cadence, workforce controls, QA calibration, and leader accountability—then build a sustainable operating model.
3) AI Roadmap for Customer Care (4–8 weeks)
A practical, sequenced plan for AI in your Contact Center (use cases, data readiness, governance, change management, and KPI targets) that connects technology to business value and adoption in the frontline.
Michael will help you transition to Artificial Intelligence in your business. Natural Language, Speech analytics, and Chat bots will continue to penetrate the lives of consumers and businesses that serve them. Integration of AI into all business applications will grow exponentially but you must act now.
What we do best:
- Find revenue leaks in small to mid-sized businesses, stop them, implement revenue boosting processes right away for immediate cash flow improvement.
- Build and scale multi‑site contact center and healthcare operations
- Modernize legacy operations with AI, WFM, and speech analytics
- Drive revenue, EBITDA, and CX through operating model redesign
- Lead high‑stakes transformations (WFH migrations, platform cutovers, multi‑state expansion)
Contact Center Leadership providing assessment, planning, and implementation to optimize mission-critical resources – people, process, and technology.
- Strategic and tactical goal development for Direct to Consumer/Patient/Member Marketing and Sales
- Evaluate AI tools for best fit and fastest implementation
- Allign workflows and processes for compliance, efficiency, and AI integration.
- Client/Customer retention