Michael Banks Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Ga

Achievements:• Oversaw the ITSM framework for multinational card controls platforms with 5.5M+ unique users and 100M+ transactions monthly, and a data enrichment platform with 40M enrolled users and 9M transactions daily.• Reduced high-severity Call Center contact by 60% by developing a production playbook and processes for handling customer support and production incidents.• Procured and designed the company’s JIRA Service Desk portal and Call Center FAQ, improving support for 34 banks and issuers by ensuring SLA adherence and best practices.• Acted as the key client relationship manager, leading monthly customer touchpoints and QBR’s to review platform insights, report issues, and discuss new growth opportunities and system improvements for the product roadmap.Key Responsibilities:• Product Ownership: Owned complete product lifecycle, from ideation to launch, for multiple customer initiatives with top-down accountability for scope, budget, and timeline. • Program and Product Roadmapping: Managed company-wide product backlog and roadmap across three engineering teams, two QA teams, and SRE, ensuring alignment with business goals and customer needs.• Metrics & Analytics: Spearheaded the collection and analysis of customer KPI data, and led cross-functional reporting processes to identify and action product experience and opportunity improvements.• Technical Project Management: Defined the customer onboarding and implementation process for SAAS delivery to large-scale financial institutions. Created client scoping and technical requirements workbook, project management implementation guide, and corresponding JIRA and Smartsheet workbooks for project tracking.Additional Responsibilities:• Managed department forecasting and budgeting tasks, including personnel management, resource allocation, software purchasing, and potential outsourcing needs.• JIRA administrator responsible for setting up and executing Agile/Scrum processes and sprint management.

Atlanta, Georgia, United States

Greater Atlanta Area

Achievements:• Consulted on Enterprise Risk Management best practices with Fortune 500 companies during the implementation of risk management information systems.• Accountable for SOW drafting, project resourcing, budgeting, and client relationship management for assigned implementations, ensuring successful delivery and customer satisfaction.Key Responsibilities:• Product Development: Developed and led the implementation of custom policies, claims management, reporting, and accounting solutions for high-profile clients such as ExxonMobil and Boy Scouts of America. This included creating a solution to manage ExxonMobil's international insurance operations, representing $5B in yearly activity, and establishing a custom legal bill review and claims management system for the Boy Scouts of America.• Product Migration: Managed the migration of commercial and local government customers from in-house legacy systems to cloud-based platforms, including the successful conversion of Orange County, CA government systems.• Product Architecture: Served as the Solutions Architect and Customer Success Manager in setting up Sutter Health’s claim, policy, and matter management system. Also led the implementation of a self-administered Worker’s Compensation system for the Dallas Independent School District.• Cross-functional Leadership: Led a 12-person regional delivery channel team, working in collaboration with other departments – Product Development, Data Services, Business Analytics, Quality Assurance, and Project Management – to ensure best practices, governance, and scheduled deliverables.Additional Responsibilities:• Managed all aspects of large-scale Salesforce-based software rollouts, including stakeholder management, resource allocation, and budgeting.• Engaged in regular client consultations, advising on best practices in Enterprise Risk Management and guiding clients through the implementation process.

Union City, Ga

Achievements:• Successfully managed a team of eight full-time employees, driving the business to achieve over $1m in yearly revenue.• Built a solid reputation in the metro-Atlanta area, fostering strong relationships and becoming a recognized leader in the automotive parts and accessories market.Key Responsibilities:• Personally acquired and maintained a diverse portfolio of 60+ commercial accounts, encompassing dealerships, repair shops, commercial construction, local municipalities, and shipping/logistics firms.• Oversaw the management and distribution of aftermarket parts and accessories, establishing the business as the primary provider for fourteen metro-Atlanta dealerships covering all major automotive manufacturers.• Led the overall operations of the family-owned business, including strategic planning, employee management, customer service, and financial oversight.• Played a key role in business development activities, creating new opportunities for revenue growth and expansion in the automotive sector.