XLRight is a management consulting firm focused on business development and operations management excellence. XLRight’s mission is to help companies accelerate performance by delivering the right products and services, to the right customers, with the right team, in the right way.
If your business is struggling to meet objectives or faced with challenges meeting and exceeding Customer expectations, XLRight can help you.
Michael Bray is an expert at implementing business plans and turning around operations that are not achieving objectives. Mike had over 30 years of executive experience at Sprint and led a variety of functions including Finance, Operations Management, Customer Care & Telesales, Credit & Collections, Billing Operations, Process Quality, Marketing – Customer Retention, Network Planning, Merger Integration and Strategy – business plan development.
Mike’s extensive operations management experience has yielded significant improvements revenue, unit costs and customer satisfaction, while reducing process rework. This, combined with his financial acumen, enables him to quickly assess the value and related return on investments when leading change in organizations.
As a change management leader, Mike constantly challenges management to adopt new ideas and techniques to improve customer satisfaction and ultimately financial results. He uses the CEO (Customer, Employee, Owner) approach to achieving business goals. Mike is a problem solver with the skills and techniques to help teams resolve issues irreversibly with the intent to exceed customer expectations. He has led teams both large and small. He was a key member of the management team in Customer Care that helped propel Sprint to first in customer care satisfaction, according to the American Customer Satisfaction Index.
Mike’s experience and leadership in Total Quality Management (TQM) made him the go-to leader in resolving major business issues throughout the company using TQM-Six Sigma and Lean techniques. He led several key turnarounds within the company including order processing, credit and collections, customer service and telematics. He also has experience leading merger integration activities.
Mike also chairs a CEO peer advisory board for Vistage International ceocoach-kc.com Mike’s board is comprised of 13 CEO/Business Owners who run profitable businesses with combined revenues of more than $1B per year.