Mike Maffei has over 20 years of senior leadership experience in operations, talent management, and customer experience. He has managed locations with annual revenues over $100M. He is recognized for significantly improving organizational effectiveness and operational efficiency through reengineering business models. He has expertise in call centers, shared services, and implementing large scale organizational changes across global companies.

1. MIKE MAFFEI
3675 Hickory Branch Trail ♦ Suwanee, GA 30024
(770) 686-6356 mmaffei61@gmail.com
www.linkedin.com/in/mikemaffei
Senior Management Leader
Operations, Talent Management & Customer Experience
Fortune 500 & Start-up Companies. Certified Six-Sigma /TQM /Big 4
Senior leadership experience from start-ups, to turnarounds, to high growth organizations; resolving long-standing problems
and creating solutions that improve organizational effectiveness and results. Highly successful in implementing and re-
engineering business models that drive company revenues, increase profit margins, and improve the overall customer
experience. Managed global multi-site locations with annual revenues exceeding $100M.
 Business Process Outsourcing (BPO)  Deming & Crosby TQM  Leadership Development
 P&L Management & Budgeting  Big 4 Consulting/Project Mgmt  Call/Contact/Shared Services Centers
 Six-Sigma Green Belt Lean DMAIC  C-Level Client Management  SOW’s/RFP’s/BRD’s Development
 Global Management  Entrepreneur  Technology Evaluation/Selection
♦ Recognized throughout career for being a visionary leader leveraging in-depth knowledge of operations (call center, shared
services, customer service), talent management (total rewards, employee sourcing, recruiting, retention, & career
development), and customer experience (VOC, TQM, Six-Sigma) to significantly improve operational efficiency and
employee engagement.
♦ Known call center industry strategist with the demonstrated ability to interact effectively with and influence key decision
makers through a polished executive presence and consultative management style.
♦ Track record of successfully implementing large scale call center, shared services, and talent management organizational
change efforts across global organizations.
♦ Strong cross-functional background and expertise that has produced significant revenue growth, cost reductions,
productivity gains, and increased market positioning across regional, national and global companies.
♦ Vertical industry expertise includes insurance, hospitality, retail, cellular, cable, financial services, transportation, software,
telecommunications, communications, healthcare, consumer products and energy industries.
EXPERIENCE & ACHIEVEMENTS
CIRCLES, A SODEXO COMPANY, ATLANTA, GA 2012 – 2013
Vice President of Operations and HR
Circles is the leading provider of outsourced concierge and engagement marketing solutions for the financial services and
healthcare industries. Senior leader of North American Operations and Human Resources for company locations in the United
States and Canada. Company revenues at peak exceeding $80M annually.
♦ Had direct P&L responsibility for the strategic & tactical results, operational effectiveness, and service (call center) delivery
for 600+ company personnel in North America (Boston & Toronto) supporting clients such as American Express, J.P.
Morgan Chase, Citibank, and other Fortune 500 financial services and healthcare companies.

2. Mike Maffei Résumé – Page 2
♦ Led the reengineering of service delivery and human resource organizations. Implemented new total rewards program,
enhanced employee benefits, dramatically improved employee engagement/recognition; and standardized talent
management processes. Improved service center operational results in all areas of contractual SLA’s, (VOCm, Adherence,
Occupancy, First Call Resolution) and championed the initial full-scale consultative evaluation of CRM and other service
center technology components.
THE HOME DEPOT, ATLANTA, GA 2010 - 2012
Director, HR Services
Led organization that provided HR administration to over 450,000 current and former Home Depot associates in North
America, Puerto Rico, Virgin Islands and Guam. Delivered high volume call center and processing support for all of Home
Depots HR functions supporting 2000+ store locations (associate relations, payroll, unemployment, LOA, FMLA, benefits).
♦ Managed and led reengineering of 600 seat HR service center (1M+ annual calls), along with HR administrative and
transactional support. Directed 24/7 organization consisting of 10 Senior Mgrs/Managers, 25 Supervisors and 512
associates. In addition, managed training, quality assurance, and workforce management consisting of 4 Senior
Mgrs/Managers and 75 associates.
♦ Developed employee engagement/recognition program called "Raising the Bar" that ensured every employee of the HR
services organization felt empowered to participate by providing recommendations to improve customer service. This
translated in weekly customer satisfaction scores (VOC) improving to 97+%, associate retention improved to 28% and
attendance improvement by 74%. Organization finished in the top 5 companywide for the first time for VOC (voice of the
customer) scores.
♦ Significantly improved SLA’s within three months of hire in abandon rate (<2%), average speed of answer (90% of calls
within 30 secs), average handle time (6:00 min) and first call resolution (91%).
♦ Awarded by EVP of Human Resources; the Home Depot Associate Engagement Award after only three months with
company for significantly improving associate morale in the HR services organization.
BRANDONWAYNE GROUP, LLC., Nashville TN 2006-2010
President & Managing Partner
Created and led the start-up of boutique human capital and management consulting firm that provided strategic/tactical
programs and services centering on people and human capital processes in call centers. The company services included
temporary, direct hire, and seasonal agent recruitment; executive recruitment, on-site vendor management (VMS) programs,
pre-hire assessment tools, offshore/nearshore outsourcing assistance, job board/web recruiting programs, workforce
management services, business process consulting, and e-training as part of our awarded winning Call Center Response®
Program.
♦ Developed and deployed Call Center Response® and CallCenterClassifieds.com®; both recognized as Product’s of the Year
by Customer Interaction Solutions magazine in 2007 and 2008. Recognized by BusinessTN magazine as a 2008 Hot100
Company in the state of Tennessee.
♦ Created offshore partnership with 600-seat outsourcing company in Córdoba Argentina that generated $1M+ in revenue.
♦ Worked with a leading IT consulting and systems integration firm designing and implementing a fully integrated direct hire
and contract consulting program. Successfully implemented people, process and technology requirements for large scale
consulting engagements in North America.
♦ Partnered with Fortune 500 and regional companies such as; Colgate-Palmolive, Hotels.com, Ultimate Staffing, Caremark,
and Weight Watchers on call center human capital strategies.
CATERPILLAR FINANCIAL SERVICES, INC., Nashville TN 2003-2006

3. Mike Maffei Résumé – Page 3
General Manager of Customer Service
Integral part of new management team that developed and implemented new financial services product for Caterpillar Dealers in
North America called the Cat®AccessAccount. Planned, established, launched, and managed the internal and outsourced call
center and collections organizations in Nashville and Philadelphia.
♦ Developed and implemented all SLA’s; meeting all initial goals, including ASA (90/20), Abandonment Rates (< 2%), First
Call Resolution (98%), and Quality Assurance (95%) within first month of operation.
♦ Championed outsouring of call center automation (IVR, CRM, CTI, Workforce Management), that significantly reduced
initial capital outlay costs by 35%.
♦ Directed Six-Sigma project that led to the reengineering of CAT® Financials customer service organization and
improvement of SLA’s (AHT, Abandon Rates, First Call Resolution and Voice of Customer scores and implementation of
new technology enhancements (CRM, IVR, Workforce Management).
SYKES ENTERPRISES, INC., Tampa, FL
2002-2003
Senior Director of Client Services
Key client interfacing executive for the implementation, program requirements (SOW’s, RFI’s, RFP’s), operational results, P&L’s,
and ensuring contractual service level agreements (SLA’s) were met for clients’ call center outsourced programs worldwide.
♦ Implemented initial outsourced customer support organization in Costa Rica for division of TransUnion Credit Services
called TrueCredit. This was their first offshore operation.
♦ Significantly increased Merrill Lynch account revenue by growing and opening additional site locations in Costa Rica and
Jacksonville, Florida
♦ Personally selected by Proctor & Gamble to manage their new global outsourcing relationship ($90M in revenue) in nine
countries; (US, Philippines, Brazil, Hungary, India, China, South Africa, Mexico, and Argentina).
STAFFMARK, LLC., Nashville, TN
N 1999-2002
Vice President, Call Center Solutions
Spearheaded and developed start-up division that focused on call center vendor management (VMS) and business process
outsourcing (BPO) services. Led site operations, business development, human resources, and client services organizations in
providing strategic and tactical call center sales and operations support to 200+ company offices in North America.
♦ In three years organization grew to over $100M in new business revenue.
♦ Direct management control for 30 client sites/25,000+ seats; throughout North America.
♦ Successfully launched 12 call center sites within an 18 month period for merged wireless carrier. Each site was a minimum
of 600 seats and operating 24X7. Hired 13,000+ call center agents, supervisors, and IT support personnel. Developed and
implemented all hiring strategies, on-boarding training, ongoing HR support, and pre-hire technology .
PRICEWATERHOUSECOOPERS, LLP., ATLANTA, GA 1997-1999
Principal Consultant – Management Consulting Services
Senior lead consultant for the development and re-engineering of call center, customer support, and shared services
organizations within Management Consulting Services (MCS). Lead call center subject matter expert and Project Manager for
the Information, Communication & Entertainment (ICE) practice reporting directly to the Practice Partner in Falls Church,
Virginia.