Michael De La Vega

Experience

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  Various Companies

  Jan 1985 - Jun 2005

  Customer Service and CX Executive

  • Held various Sales and Service leadership roles at Fortune 100 companies, consistently advancing in responsibilities.

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  IBM

  Jun 2005 - Jun 2011

  Service Delivery Manager

  - Led enterprise-wide service transformation engagements utilizing comprehensive CX strategies, change enablement, and process optimization solutions. - Facilitated communication and cohesion between vendor partners and clients during large-scale transformation initiatives. - Analyzed operational and financial performance to identify new improvement opportunities in collaboration with client and vendor leaders.

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  Amdocs

  Mar 2011 - Dec 2011

  Implementation Manager
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  Delane Consulting and Talent Management (Client, Verizon)

  Dec 2013 - Jul 2016

  Principal Consultant / Program Manager, Customer Support Operations

  • Designed and deployed a new employee-facing mobile app that reduced operational expenses by $1M annually.• Created and implemented a change framework for rapid adoption and utilization of the new technologies and processes.• Developed unified customer experience strategies to address the evolving needs of a Fortune 100 telecommunications provider.• Led end-to-end project lifecycles from initial planning to the timely completion of all deliverables.• Established operational and financial KPIs to track and measure the attainment of desired business outcomes. Show less

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  Cognizant

  Jun 2016 - Apr 2018

  Senior Manager, Customer Experience Advisory

  • Secured $11M in SaaS sales within 24 months, establishing solid pipelines with new logos.• Equipped clients with comprehensive CX advisory, thought leadership, methodologies, frameworks, and strategies.• Led end-to-end strategic engagements from vision to roadmap to process optimization.• Demonstrated the benefits of company services through highly competitive value propositions, featuring ROI projections and benefit rationalization.

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  PolSource

  Apr 2018 - Dec 2020

  Senior Director, Global Customer Experience Practice Lead

  • Generated multi-million dollar CX Consulting revenue within the first 18 months by demonstrating the benefits of modern CX strategies on customer success, brand advocacy, and operational efficiencies.• Developed customer experience and digital transformation strategies on the Salesforce Platform to address unique client challenges.• Led enterprise CX Strategy and Service Transformation consulting engagements.• Deployed a robust change enablement program to help employees fully leverage new technologies, ensuring accelerated adoption and ROI.• Generated new business by fostering and maintaining positive client relationships and achieving trusted advisor status. Show less

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  Resigility LLC

  Mar 2021 - Sept 2021

  Customer Experience Practice Lead

  • Developed and implemented strategies for client to deliver superior experiences, enhancing brand loyalty and driving operational excellence.• Designed innovative solutions, applied CX best practices, and leveraged emerging technologies to address client’s most complex challenges. • Generated new business and expanded existing relationships through trust and effective execution.

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  IBM

  Oct 2021 - Dec 2023

  Sales and Delivery Executive

  • Led strategic sales initiatives and provided executive oversight on complex digital transformation projects for high-value accounts.• Accountable for revenue targets and ensured delivery excellence in Salesforce implementations for key accounts.• Secured multi-,\million dollar SaaS engagements within 1.6 years, establishing solid pipelines with new accounts.• Achieved record-high client satisfaction by fostering strong collaboration with C-suite executives, key decision-makers, and strategic partners, including Salesforce and Adobe, to secure and expand target accounts. Show less

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  Multiple Clients

  Jan 2024 - Sept 2024

  Principal Consultant

  Design, develop, and implement AI and digital transformation strategies and programs. Create and deliver modern, tailored customer and employee experience programs. Develop Go to Market, business development and brand affinity programs. Design and implement Change Management and Digital Adoption strategies.

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  Optimum

  Sept 2024 - now

  Sales Transformation

  Lead transformation initiatives, including enterprise Salesforce implementation, Sales practice and process optimization, AI and data excellence to generate a 20% increase in incremental revenues and boost operational efficiency by 25%. Implement AI-driven customer sales and support solutions to increase sales rep yield and reduce human-based workload by 30%.