Michele Borboa is the Founder and Managing Consultant of Contact Center Resources.  With over 25 years of experience in contact center operations and consulting, she brings a practical approach to designing and improving contact centers.  She has worked in inbound, outbound, business to-business and business-to-consumer environments in a variety of applications such as sales, service, and direct-response marketing.  And as a Consultant, she has helped companies of all sizes to address both strategic and operational issues. 

As the former Vice President of Resource Planning & Management for Cendant Corporation, and Director of Global Workforce Management for eTelecare/Stream, Michele and her workforce management teams improved forecasting accuracy, schedule efficiency and employee satisfaction with workforce management by addressing people, process and technology opportunities within the department.  This included improved work flows and communications with other departments.

Michele also spent eight years providing contact center consulting, staffing and outsourcing services at AT&T and Ameritech (which subsequently merged with SBC and then again with AT&T).  In the Consultant role, she worked on over 100 projects, including call center reviews for existing centers, call center designs for brand new centers, and site selections for new, expanding and/or re-locating centers.  She subsequently coached and developed a team of Contact Center Consultants, who earned the highest client satisfaction ratings in the organization.  Her client work has spanned multiple industries, including banking, insurance, catalog, utility, health care and software support. 

Michele began her career as an Agent at the Bell System Sales Center, the first of several contact center positions during a ten-year period at AT&T.  These included front-line supervision, workforce management, outsource vendor management, overall program management, and strategic re-engineering of all consumer contact centers.

Michele holds a Bachelors degree in Business Administration from the University of Michigan.  She has also earned a certification in Workforce Management, and serves on the Advisory Board to the Society of Workforce Planning Professionals (SWPP).