Mike Maffei Bio
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Michael Maffei has over 20 years of experience leading change management and operational efficiency initiatives within call centers, talent management, and human resources. He has extensive expertise in Six Sigma and total quality management processes. Maffei helped Caterpillar Financial Services win the prestigious Malcolm Baldrige Award for quality achievement. He most recently served as Vice President of Operations and Human Resources for a Sodexo subsidiary, overseeing 600 personnel across operations, service delivery, and human resources. Throughout his career, Maffei has implemented people, process, and technology enhancements to significantly improve call center operations and reduce costs.
Mike Maffei Bio
- 1. Michael (Mike) R. Maffei PROFESSIONAL BIO Mike has 20+ years experience working with some of the world's leading companies in driving change management, cost containment, OVERVIEW operational efficiencies and the customer experience within call Experience & Skills center, talent management and human resource organizations. He is a • Call Center certified Six-Sigma DMAIC Lean Green Belt, with extensive senior • Talent Management level project management and leadership expertise. Certified in both • Human Resources W.E. Deming and Philip J. Crosby Total Quality Management • Shared Services Processes (TQM), Mike was also part of the management team at • Operational Effectiveness Caterpillar Financial Services when they were awarded the • Cost Optimization prestigious Malcolm Baldrige Quality Award in 2003. The Baldrige Award is the nation's top award • TQM / Six-Sigma for performance excellence and quality achievement. It is the only business award presented by the • Big 4 Consulting President of the United States. • Entrepreneur Mike has a Bachelor's Degree in Business Administration awarded from the distinguished Eugene W. • BPO Stetson School of Business and Economics at Mercer University in Macon, Georgia. He has been a • P&L Mgmt/Budgets speaker and presenter at a variety of industry conferences and events across North America during the past two decades. Mike has been interviewed or quoted in call center, staffing, human resources, and Industry Experience business industry publications such as Call Center Magazine, Customer Interface Magazine, • Financial Services Workplace HR Magazine, Staffing Industry Analysts, and the Nashville Business Journal; among • Travel/Hospitality others. As an entrepreneur, Mr. Maffei started a call center human capital consulting firm that was • Cable/Broadband selected for Products of the Year Awards by Customer Interaction Magazine, in 2007 and 2008, and • Healthcare named a Top 100 company to watch by BusinessTN Magazine in 2008. • Telecommunications Mike most recently served as Vice President of Operations and Human Resources for one of Sodexo’s • Communications U.S. based subsidiary companies. In this position, Mike was responsible for North American • Consumer Services operations and human resources and had direct oversight for the strategic planning, operational • Retail effectiveness, and customer experience for 600+ company personnel in operations (facilities, • Insurance compliance and security), service delivery (three call center locations) and human resources • Staffing (recruiting, talent/performance management, total rewards, leadership development, and training). • Internet/ecommerce During the course of his career, Mike has led the selection and implementation of numerous people, Previous Employers process, and technology enhancements that have significantly improved call center operations, talent • Caterpillar management and human resources. Mike has worked extensively with senior level management in evaluating people, processes, and technology; while recommending/implementing the necessary • PwC changes to significantly lower operating costs; while improving the overall customer experience. • Home Depot • Progressive SELECTED CAREER HIGHLIGHTS: Education/Certifications ♦ Developed and led the implementation of comprehensive call center human capital strategy for • Mercer University, BSBA major wireless carrier. This was by far the largest call center implementation in the companies’ Stetson School of Business history. Project consisted of 12 call center sites for two recently merged companies in an 18 month & Economics period. Hired 13,000+ call center agents, supervisors and IT personnel. Implemented all HR hiring • W.E. Deming TQM policies and procedures which included pre-hire technology and automated candidate assessments. Certification Directly responsible for fully managing human capital operations at all sites. • Philip J. Crosby TQM ♦ Led project team in the implementation of new shared services organization for Certification PricewaterhouseCoopers. Took two legacy systems left over from the merger of Coopers & • Six Sigma DMAIC Lean Lybrand & Pricewaterhouse, to implement new HR, Payroll, and Benefits system. Consolidated Green Belt the finance and human resource operations of the two merged companies in order to gain economies of scale, cost containment, and more efficiently support the new organization. The Awards/Recognition project focused on five key HR areas: Accounts Payable, General Ledger, Payroll, Benefits, and • 2003 Malcolm Baldrige Time & Expense Reporting. Award Receipt • 2007 Who’s Who HR ♦ As an entrepreneur, started company (BrandonWayne Group), whose primary program and service Professionals offerings were to work with organizations on how to more effectively recruit, staff, and manage • 2007 & 2008 Call Center their call center organization(s). Worked with C-level, SVP’s, VP’s, Directors, Managers and Products of the Year other selected personnel in evaluating existing people, process, and technology. Recommended • 2008 Hot 100 Company and implemented the necessary changes to improve the hiring process, reduce turnover, and significantly impact and lower human capital costs within the call center operation. • 2010 HR Achievement Award