Michael V. Lauro
Mr. Lauro is the President of Lauro Consulting, Inc. and a senior management consultant who is a customer service and performance management specialist. He has in-depth knowledge of contact center, shared service and service desk management, operations, processes, metrics, systems, technology and training. His work experience includes directing large customer service, technical support and contact center organizations, developing strategic direction, designing and implementing contact centers, shared service centers, service desks and back office organizations, processes, technology and training.
He specializes in conducting contact center, service desk, shared service, and service center assessments, developing initiative roadmaps designed to guide clients through implementation projects and assisting them with project implementations and installations in a wide range of industries.
Mr. Lauro is a current member of the Contact Center World and has held an ITIL V3 Foundation Certificate since 2010.