Service-focused professional with creative automated workflow solutions enabling companies to perform more efficiently and improve product and service quality. Accomplished in seeing the big picture, showing companies how to stay on track, increase productivity, and meet financial goals.

Expert in determining where things are broken and providing a prescription to cure the points of pain, reduce process defects and add value in delivering a product or service. Collaborative team player with strong interpersonal skills to gain the trust and support of both the client and project team members.

Transformative leadership, identifying strengths, weaknesses, and opportunities for improvement and developing intuitive and efficient process solutions.

Provide communication tactics and tools to involve, educate, prepare and motivate those affected by change so they can readily adapt to the new environment.

Areas of Expertise include:
• ITaaS Service Center Design
• Cloud Operating Model Process Design
• Online Collaboration Tool Optimization
• Contact Center Service Delivery Optimization
• Talent Acquisition Applicant Tracking Workflow Optimization
• Retail Banking Service Delivery Optimization
• Business Process Modeling and Optimization
• Gap Analysis
• User Experience Analysis
• Design Thinking
• Strategic Planning
• Remediation Roadmap Planning
• Communications Strategy and Development
• Content Development and Management
• Standard Operating Procedures and Work Instructions Writing
• Training Development

Available to discuss new opportunities. Please contact me at michael.dulaney@sbcglobal.net.