Michelle Greenfield

Provide strategic coaching and individualized development guidance to doctoral candidates, translating complex academic and professional goals into actionable development plans, measurable milestones, and structured performance strategies.

Established and scaled a centralized Learning & Development organization supporting 3,500+ employees, leading 87 learning professionals across six locations. Redesigned onboarding and proficiency assessments, reducing time to independent performance from 120 to 90 days and decreasing new-employee attrition from 57% to 28%.

Led a 56-person team focused on leadership development and continuous improvement across global contact-center operations in the United States, India, and Costa Rica. Designed and implemented scalable leadership development programs and applied Lean methodologies to support operational consistency and performance improvement.

Championed agency-wide cultural transformation and continuous improvement through Lean methodologies and the Arizona Management System. Led cross-agency process improvement initiatives and facilitated leadership alignment sessions, coaching executives and training teams in structured problem-solving.

Led quality improvement initiatives across a 21-state DSL service region, applying continuous improvement methodologies to strengthen customer experience and operational accountability. Developed a customer win-back strategy with Sales leaders to improve NPS and reduce customer attrition.

Doctor of Education in Organizational Leadership completed in 2023.

Graduate Certificate in Customer Experience Management completed in 2016.

Master of Business Administration in Management completed in 2008.

Bachelor's degree in Global Business completed in 2004.