Michele Iemma
@micheleiemma
I improve global customer support operations, quality, incident response, and service delivery outcomes.
ItalyWhat I'm looking for
I've spent 20+ years improving customer support operations, service quality, and incident response across global environments.
At Foundever, I led quality governance for a remote call center, standardizing audits and corrective actions while coaching frontline teams to improve service consistency.
During my Ericsson career, I led 25 engineers across five countries, reduced return-to-operation time from 29 hours to 2 hours per incident, and implemented a support-center process that reduced annual OPEX by 11%.
I've also built an emergency support center for L3 operations, trained Recovery Leaders across Mexico, India, and China, improved customer satisfaction from 89% to 95%, and helped global teams adopt standardized support models.
Experience
Work history, roles, and key accomplishments
Lead Quality Manager
Foundever
Mar 2022 - Jul 2025 (3 years 4 months)
Led quality governance for a remote call center, coaching frontline teams to improve service consistency and QA outcomes. Partnered with operations to standardize quality audits and corrective actions across support teams.
Customer Support Operations Consultant
WildBit Services
Oct 2018 - Mar 2022 (3 years 5 months)
Advised clients on support operations, incident management, and workflow redesign to improve service efficiency. Identified process gaps and implemented practical changes that improved issue resolution and operational stability.
Selected for Ericsson's Elite Team to design and deliver a global support flow optimization program across distributed teams. Coordinated engineer readiness, certification, and process adoption for a standardized support model.
Senior Emergency Performance Manager, Customer Support
Feb 2013 - Jan 2016 (2 years 11 months)
Designed and implemented an emergency support center for L3 operations with a disaster recovery focus. Built global competence groups and deployed tools to improve emergency response readiness.
Led 25 engineers across 5 countries to support global deployment and change initiatives. Reduced return-to-operation time from 29 hours to 2 hours per incident through process redesign and coordination.
Performance and Quality Manager, Global Services Delivery Center
May 2006 - Mar 2010 (3 years 10 months)
Led second-line support operations, KPI reporting, customer relations, and high-priority event management. Reduced KPI reporting calculation time from 5 hours to 2 hours per report and increased customer satisfaction from 89% to 95%.
Led a global technical support team with 24/7/365 on-call coverage. Reduced employee turnover by 16% through stronger workload allocation and engagement practices.
Managed 4 teams and 19 engineers across operations, certification, logistics, and incident management. Improved turnaround time for low- and medium-priority tickets by 40%.
Education
Degrees, certifications, and relevant coursework
Towson University
Bachelor of Science, Computer Science
Bachelor of Science in Computer Science from Towson University.
Control Data Institute College
Computer Technology
Studied Computer Technology at Control Data Institute College.
Irish Management Institute
Leadership Core Curriculum, Leadership
Completed the Leadership Core Curriculum at the Irish Management Institute.
Tech stack
Software and tools used professionally
Availability
Location
ItalyAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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