Pete Lauria

About

With a robust educational background, including an MBA in CIS from Colorado State University and a Professional Certificate in Customer Experience from The CX Academy, throughout my dynamic career in technical account management and customer success, I have seen what works, and what doesn't work, in creating extraordinary customer experiences. My experience spans leading roles at Microsoft, Zendesk, and Own Data, where I have driven significant improvements in customer satisfaction and operational efficiency. I also founded a mentorship program at Microsoft to foster diverse talent, expanding it nationwide. My strategic approach to customer success has consistently delivered value. I am passionate about leveraging technology to enhance the emotional connections that lead to amazing customer experiences to drive business growth.

Experience

• Partner - Practice Lead, Customer and Buyer Journey · The Weiwood Group09-01-2024

  Lead customer experience and buyer journey initiatives for the Weiwood Group, a specialized consultancy delivering Business Strategy and Operations solutions tailored for emerging organizations across diverse industries. Directly oversee client engagements, ensuring alignment with Weiwood's core values of curiosity, empathy, contribution, and fun. 🔹Buyer Journey Mapping & Enhancement 🔹CRM, Website & Enterprise System Optimization 🔹Contact Center & Sales Queue Analysis 🔹Contact Center System Sourcing, Configuration, and Deployment 🔹AI & Intelligent Agent Automation 🔹Program & Project Management 🔹Customer Experience Metrics 🔹Omnichannel Experience Design and Implementation

• Professional Speaker, Business Coach, Life Coach · Peter Lauria - Speaker - Coach09-01-2024

  𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗕𝗿𝗶𝗱𝗴𝗲𝘀 𝘁𝗼 𝗘𝘅𝘁𝗿𝗮𝗼𝗿𝗱𝗶𝗻𝗮𝗿𝘆 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀, 𝗢𝗻𝗲 𝗖𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻 𝗮𝘁 𝗮 𝗧𝗶𝗺𝗲 ✨ As a seasoned business and life coach, I specialize in merging emotional intelligence with advanced tech solutions, forging deep connections that elevate experiences to new heights. • 𝗙𝗼𝗿 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀: I empower companies to understand the emotional triggers that drive exceptional customer experiences. My strategies bridge the gap between technology and human connection, leading to increased sales, improved customer satisfaction, highly engaged employees, and the creation of brand advocates who not only keep coming back but also bring their friends along for the ride. • 𝗗𝘆𝗻𝗮𝗺𝗶𝗰 𝗦𝗽𝗲𝗮𝗸𝗲𝗿: With decades of corporate experience, I captivate audiences at conferences, events, and workshops with engaging stories and real-world examples. My core speech, "Customer Experience - BRIDGING the Technology Gap - How to Be Digital When It's Efficient and Analog When It Matters," highlights how to seamlessly integrate digital tools with personal touchpoints. My talks illuminate what works and what doesn't, ensuring participants leave equipped to craft amazing experiences. • 𝗙𝗼𝗿 𝗜𝗻𝗱𝗶𝘃𝗶𝗱𝘂𝗮𝗹𝘀: I apply these proven techniques to help people enhance their own life experiences. By unlocking personal strengths and gaining fresh perspectives, my clients overcome challenges and lead more fulfilling lives. Let's connect and build bridges to extraordinary experiences together!

• Manager, Technical Account Management · Own Company05-01-2024 – 08-01-2024

  Leading a team of Technical Account Managers for the East region deploying cloud data backup solutions for Salesforce environments. Strategize on process standardization and KPI tracking for a growing TAM services program.

• Senior Technical Account Manager · Zendesk09-01-2021 – 04-01-2024

  Drive customer success through product utilization, optimization, and implementation of Zendesk SaaS suite and AI capabilities. Collaborated on a shared technical roadmap and tailored AI solutions to deliver a consistent on-brand customer experience for a global retail brand (AMER, EMEA, APAC). Implemented customer experience process improvement strategies and AI technologies that achieved 55% increase in agent productivity; 94% reduction in article downvotes; $986k cost efficiency savings. Tailored dynamic service delivery processes and custom reporting across a 32-country delivery area that enabled a telecommunications company to increase customer satisfaction by 80% and reduce duplicate case load by over 75%.

• Customer Success Account Manager · Microsoft07-01-2020 – 09-01-2021

  Lead customers overall Success and Support experience by rallying the team around customers priorities, orchestrating the delivery of engagements and projects across the clouds, and keeping business-critical solutions healthy for customers to get the most out of technology investments. Assisted venerated brands to meet modern expectations increasing market share by eliminating legacy systems. Attracted a new generation of employee and customer demographic by streamlining the sales process with cloud solutions. Conducted comprehensive Risk Assessments to mitigate risks associated with Microsoft tech stack implementations. Strategic customer-aligned partner formulating comprehensive forward-looking Service Delivery Plans around cloud technologies. Collaborate with customer and Microsoft stakeholders to build a joint customer health, modernization, and secure transformation strategy by identifying and prioritizing key business outcomes. Accountable for the overall orchestration of deployment and value realization of the full portfolio of cloud and on-premise workloads for banking industry customers.

• D&I Summer College Mentorship Program Founder · Microsoft02-01-2016 – 09-01-2021

  Created a new pipeline to supply skilled talent for the Services division by creating a formal college student mentoring program to grow diverse talent and foster strong business relationships between students and Microsoft. Increase confidence, competence, career planning and cultural awareness by exposing students to an inclusive culture, future opportunities, and role potential. Fostered awareness of career opportunities and broadened perspectives on the role of technology in their chosen field. Grew the program from 8 students in one location to 36 students in 4 locations nation-wide.

• Technical Account Manager · Microsoft12-01-2011 – 07-01-2020

  Directed a rapid response team to restore datacenter service post-Hurricane Sandy for a $1.7B multi-national firm. Served as a single point of contact for managed professional services customers to the Microsoft Services organization ($$3.5M book of business). Owned the customer relationship for a portfolio of Fortune 500 firms in the financial services vertical to ensure success with investment in Microsoft cloud and on-prem solutions. Provided project management and resourcing to leverage proactive services offered by Microsoft to ensure adoption, utilization, and realization of value of Microsoft products and services. Partnered with customers to formulate a comprehensive forward-looking Digital Transformation Strategy.

Education

• Colorado State UniversityMaster of Business Administration (M.B.A.), CIS
• The CX AcademyProfessional Certificate in CX, Customer Experience
• Colorado State UniversityGraduate Certificate, Business Information Systems
• Rutgers UniversityCertificate, Project Management
• Roger Williams UniversityBachelor of Science, Architecture; Historic Preservation

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