Mike McGarvey

Owns enterprise customer success for a guided-process platform in regulated industries, leading onboarding, adoption, and expansion. Manages C-level relationships and orchestrates cross-functional delivery to resolve high-stakes issues.

Conducts independent research into warranted trust in reasoning systems, publishing DOI-indexed work. Authored a seven-layer reference architecture for intelligent agents and a governance framework for AI systems.

Led a 50-person operations team across claims adjudication, customer service, payment processing, contract governance, and vendor management. Held full accountability for service performance, cost management, and execution stability through organizational transition.

Led Training, Learning & Development, and PMO functions supporting a 250-person contact center. Reduced contact center quality monitoring errors by 37% by standardizing learning processes and mentored team leads and managers.

Delivered $1.8M in operating expense reduction within 12 months through cost control and workflow optimization. Contributed to a 55-point eNPS improvement and led full-cycle M&A integration.

Delivered corporate training programs as part of progressive roles at the company.

Managed training and delivery functions, progressing through roles of increasing leadership responsibility over nine years.

Provided application training to support user adoption and proficiency.

Diploma in Computer Numerically Controlled (CNC) Technology from New Brunswick Community College.