Justin Poggioli is a senior manager in West Monroe Partners’ Customer Experience practice, specializing in high-performance contact center services. He has more than 15 years of experience automating critical contact center functions and driving adoption of new technology.
Justin Poggioli works with clients to maximize the value of their contact centers by dramatically improving the performance of customer service operations. He has guided numerous successful projects to consolidate contact centers, migrate operations to cloud services, improve customer satisfaction, automate operations, and integrate mobile application channels. His accomplished track record for improving customer experience and operations spans the healthcare, insurance, financial services, travel, distribution, and energy and utilities industries.
Justin’s broad-based business and technology background and ability to manage complex technology-enabled business solutions stem from roles ranging from customer service agent to technical architect to chief operating officer. Having started his career as a customer service agent, Justin recognizes the importance of identifying the root cause of an issue and the relevance of asking smart questions and minimizing assumptions.
Justin joined West Monroe Partners in 2015 from Unitas Partners, a business and technology consultancy he founded to assist organizations without strategic-level technology executives on staff. Previously, he was chief operating officer of Seaview Research, a phase-one clinical research and pharmacology testing services organization in Miami, Florida, for which he managed all activities related to human resources, information technology, telephony, software development, customer service, and financial management.
Earlier in his career, Justin held senior technical and client service roles with Nuance Communications (formerly Viecore), a global speech-recognition software firm. He began his career as a sales consultant with Aetna US Healthcare.
Justin earned a Bachelor of Science degree in Computer Information Systems from Excelsior College and a Master of Business Administration degree from the Kellogg School of Management at Northwestern University.