Michael Ilfeld
SVP, Contact Center Product Operations & Transformation at Wells Fargo | Charlotte, North Carolina, United States
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Michael Ilfeld serves as the Senior Vice President and Head of Contact Center Products & Transformation at Wells Fargo, where he leverages his extensive expertise in technology and operational efficiency to drive transformative initiatives across the organization. In his current role, Michael is the Chief Product Officer responsible for the strategic direction and execution of the bank's cloud-based Contact Center as a Service (CCaaS) solution. His leadership impacts over 20 disparate lines of business and supports a workforce of more than 40,000 contact agents, ensuring that customer interactions are seamless and effective.
Michael has a proven track record of successfully implementing digital transformation programs that have delivered significant financial returns, with annual savings reaching up to $30 million. His focus on process improvement and program management has enabled Wells Fargo to streamline operations, enhance service quality, and elevate the overall customer experience. By integrating AI-enabled virtual assistants and advanced digital solutions, he is committed to driving best-in-class capabilities that not only meet but exceed customer expectations.
With a strong background in IT strategy, governance, and user interface design, Michael is adept at fostering vendor relationships and managing complex projects that require meticulous planning, budgeting, and forecasting. His insights into business process improvement and call center operations position him as a thought leader in the industry, dedicated to harnessing technology to create innovative solutions that empower both employees and customers alike. As he continues to lead transformative efforts at Wells Fargo, Michael remains focused on building a future where technology and customer service converge to deliver unparalleled experiences.
SVP, Contact Center Product Operations & Transformation at Wells Fargo in November 2021 to Present
Managing Director Channel Delivery & Innovation at TIAA in March 2021 to November 2021
Sr. Director Channel Delivery & Innovation at TIAA in June 2019 to February 2021
Director, Channel Delivery & Strategy at TIAA in December 2016 to June 2019
Consultant at Midtown Consulting Group in September 2016 to December 2016
SVP Telephony Solutions & Operations Executive at Bank of America in October 2010 to March 2016
Global Contact Center Voice Products & Services Manager at Bank of America in March 2008 to October 2010
SVP, Sr. Service Delivery Manager at Bank of America in February 2006 to February 2008
VP Group Operations Manager at Bank of America in October 2004 to January 2006
Planning & Operations Manager at Quick & Reilly Brokerage in July 2002 to September 2004
Contact Center Operations Consultant at MetLife Financial Services in January 1997 to January 2002
Operations Manager at BankBoston in January 1993 to January 1997
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Process Improvement
Integration
Contact Centers
Program Management
Strategy
IT Strategy
Customer Experience
IVR
Service Delivery
Vendor Management
Product Management
Management
Telephony
Governance
Call Centers
Data Center
Leadership
Infrastructure
Strategic Planning
Risk Management
Banking
Business Process Improvement
Project Portfolio Management
Disaster Recovery
Vendor Relationships
Avaya
Outsourcing
Change Management
Call Center
Business Analysis
Channel Strategy
Managed Services
User Interface Design
SIP
SaaS
Information Technology
Technology Change Management
BPO
System Testing
User Acceptance Testing
Planning Budgeting & Forecasting
Expense Reduction
Operations Management
Operational Efficiency
Mobile Integration
Telecommunications
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Discover more about Wells FargoWhat is Michael Ilfeld email address?
Email Michael Ilfeld at [email protected]. This email is the most updated Michael Ilfeld email found in 2026.
What is Michael Ilfeld phone number?
Michael Ilfeld phone number is +19805006138.
How to contact Michael Ilfeld?
To contact Michael Ilfeld send an email to [email protected]. If you want to call Michael Ilfeld try calling on +19805006138. (updated on September 13, 2024)
What company does Michael Ilfeld work for?
Michael Ilfeld works for Wells Fargo
What is Michael Ilfeld's role at Wells Fargo?
Michael Ilfeld is SVP, Contact Center Product Operations & Transformation
What industry does Michael Ilfeld work in?
Michael Ilfeld works in the Financial Services industry.
Michael Ilfeld Email Addresses
Michael Ilfeld Phone Numbers
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