I’ve spent over 25 years building and leading high-performing contact centers. I started them from the ground up in industries being completely reshaped by technology. I focus on execution that shows up in the numbers. This includes revenue growth, margin expansion, and better customer and patient experiences.
If your operation isn’t hitting forecast, sales are flat or declining. Attrition is climbing, or frontline leaders are disconnected from agents and culture. You don’t need another idea—you need an operator who has fixed those problems before.
I bring senior‑level operational leadership to:
- Diagnose why performance is off track and where value is leaking.
- Redesign workflows, workforce models, and leadership systems so teams can execute at a higher level.
- Implement practical AI, speech analytics, and modern tooling that your people will actually use.
Where I typically work:
- Multi‑site contact centers and service operations in healthcare, insurance, financial services, travel/hospitality, and tech‑enabled businesses.
- Customer service, technical support, and inbound/outbound sales environments that must grow while protecting CX and compliance.
- Organizations evaluating or rolling out AI and automation and needing a clear, ROI‑grounded plan.
I do not act as a generic outsourcing vendor. Instead, I operate as a senior partner to your leadership team. I focus on measurable outcomes, not activity.
Selected results:
- Led a new healthcare call center to $10M top‑line revenue in 11 months with a 38% profit margin.
- Produced $22M in revenue at a 39% margin for a healthcare BPO serving Fortune 50 health plans.
- Drove $9.5 M in revenue and increased sales conversion 40.1% in 12 months for a Top 3 healthcare company.
- Built two credit counseling divisions from 0 employees to $50M+ annual revenue within 2 years, surpassing all objectives.
- Delivered $62M in telesales while increasing average sale price from $299 to $1,100+.
- Led in‑house, multi‑site, offshore, and near‑shore contact centers from 50 to 2,000+ agents.
“Mike, Thank you for being great at what you do and for reminding us that the most important thing is continuing to get folks in the door. I throw challenge after challenge at you and you field it calmly, professionally, and with gratitude. I am grateful that your steady commitment to our goals and vision continues to lead our PLCC well.” – Krisi Probert, Chief Clinical Officer, Upstream Rehabilitation
