• Summary
• Background & Consulting Experience
• AT&T Corporate Work Experiences
• Business Field Experiences
• Organizational Development Experiences
• Shared Learning about Learning
• Initiatives and Interventions
• Training & Development Experiences
• Speaking Engagements
• Personal Mastery Initiatives
• Education
• Professional Memberships

Summary: Michael has a diverse background and experience in Customer Relationship Management, Learning, Organizational Development, Training & Development, Leadership, Sales, and Human Resources.  He is a results oriented individual believing in people, the power of leadership, high performance teams and lifelong learning.  Michael practices systems thinking, habits of highly effective people and principle-centered leadership with a passion for learning and excellence.

Background & Consulting Experience: As a professional consultant in the areas of Human Resources, Leadership, Organizational Development and Customer Relationship Management Michael utilizes 20 year of experience with both AT&T Business Services and Consumer Services.  He has worked with organizations facilitating working sessions to build Business Plans and collaborating with Leadership teams to help them learn to work more effectively together.  Michael worked closely with Leadership teams to uncover human potential and discover the strengths and opportunities within the team.  He helped the team develop scenario plans and create a new Vision for the Organization.

AT&T Corporate Work Experiences: Michael’s Professional Career Contributions include an extensive portfolio of Learning & Organizational Development Initiatives as Instructor, Mentor, Facilitator and Champion of Organizational Development.  His work in building a Learning Organization at AT&T involved improving the work culture and performance within and across multiple organizations.   His initiatives and interventions included program analysis, design, development, implementation & evaluation and lead to dramatic team and organization performance improvements.  Evidence of his work as National Director of Customer Satisfaction within AT&T Corporate Customer Care is documented by AT&T consistently being rated #1 in overall Customer Satisfaction by JD Power & Associates.

Business Field Experiences: As the Human Asset and Learning manager for AT&T Business Services Philadelphia Branch Michael had responsibility for 280 people across 5 offices in Pennsylvania and New Jersey.  He was the leader of the HR team and Training & Development teams.  The Learning teams developed and delivered learning programs for new hires, sales & technical representatives, administration, management and the leadership team.  Michael also had very successful experiences as a Sales Manager and Sales Representative within AT&T and Control Data Corporation.

Organizational Development Experiences:

Shared Learning about Learning: Michael developed and delivered “Learn about Leadership and Learning” Workshops for the past 12 years.  These Workshops were offered and delivered within various AT&T divisions, at professional organizations such as the Association for Quality and Participation and at other interested companies upon request. Workshops included insight about the characteristics of a great leader, why learning is imperative, an introduction to the disciplines of a Learning Organization and the tools, methods and practices one can learn to become more effective at working together.

Initiatives and Interventions: As the Champion for Organizational Development Michael led several interventions when the organization was in need or when change threatened deterioration of work culture.  When there’s a crisis within the company it’s amazing how many people will participate in a solution if you invite them to do so.  Michael would invite people from all levels across the organization to sessions where problems, issues and challenges would be identified, alternative solutions defined, and a plan of action would be put into place to address the issues.

Training & Development Experiences: Throughout his corporate business career Michael was involved with Learning.  Aside from experiences mentioned above Michael was the champion for Internal and External Training & Development including Customer Seminars and Professional Symposiums.  He was a National Sales School Instructor and Field Sales Mentor.  Michael taught High School Mathematics prior to entering the Corporate Business world.

Speaking Engagements: Conference Topics included: Call Center Performance, Customer Relationship Management, Customer Satisfaction Measurement, Performance Improvement and Organizational Development.  Venues included: North American Conference on Customer Management, Institute for International Research, International Communications for Management Group, Worldwide Business Research, International Quality and Productivity Center, Institute for International Research, Strategic Research Institute

Personal Mastery Initiatives: Michael participated in several industry and professional organization programs and workshops (capacity of facilitator, and/or learner): AT&T School of Business, AT&T Leadership & Learning, AT&T Building High Performance Teams, Disney University, George Washington University, Innovation Associates (Building Learning Organizations), The Paragon Group, Pegasus (Systems Thinking in Action Conferences), Philadelphia Area Council for Excellence.

Education:
MA Education from Villanova University
MS Information Sciences from Villanova University
BA Education with major in Mathematics from West Chester University
Certificate of Management from Villanova University
Certificate of Information Movement & Management from MIT

Professional Memberships:
Association for Quality and Participation (AQP),
International Society for Performance Improvement (ISPI),
American Society of Training and Development (ASTD),
World Future Society,
Data Processing Management Association (DPMA)

top of page