Michael Florentino is a seasoned Program Director at IBM, specifically within the Software Group (SWG) and IBM Collaboration Solutions (ICS) Division. With over 43 years of extensive experience, he has consistently demonstrated his ability to meet and exceed global objectives in product development, business operations,...
Michael Florentino is a seasoned Program Director at IBM, specifically within the Software Group (SWG) and IBM Collaboration Solutions (ICS) Division. With over 43 years of extensive experience, he has consistently demonstrated his ability to meet and exceed global objectives in product development, business operations, and customer care services. In his current role, Michael is responsible for overseeing worldwide customer care and satisfaction for IBM's software products and solutions, a critical function that directly impacts client retention and brand loyalty.
Michael's expertise lies in building robust strategies and comprehensive business plans that drive the success of IBM's worldwide customer care operations. He has successfully managed a budget exceeding $70 million, ensuring that financial targets align with gross profit goals while maintaining high standards of customer satisfaction. His leadership extends across multiple geographical locations, where he has cultivated cross-functional teams to enhance operational results from IBM's global technical support centers.
In addition to his strategic oversight, Michael is adept in various industry-specific skills, including Software as a Service (SaaS), Service-Oriented Architecture (SOA), and IT management. His proficiency in business analysis and resource management enables him to optimize processes and improve service delivery. Michael's commitment to customer satisfaction is evident in his proactive approach to pre-sales and IT outsourcing, ensuring that IBM's offerings not only meet but exceed customer expectations. As he continues to lead initiatives that foster innovation and operational excellence, Michael remains dedicated to making a positive difference in the technology landscape, delivering tangible results that resonate with clients and stakeholders alike.
