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.

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