Eric Marsing

Eric Marsing Email and Phone Number

Senior Vice President, Reporting and Data Analytics, Bank of America @ Bank of America
Eric Marsing's Location
Phoenix, Arizona, United States, United States
Eric Marsing's Contact Details

Eric Marsing personal email

n/a
About Eric Marsing

Creative, forward thinking operations analytics executive skilled at balancing vision for leveraging advanced technology with pragmatic and collaborative approach to prioritizing needs and opportunities. Areas of expertise include: leadership in technology application, process design/improvement, and operational analysis.Specialties: Operations analytics, technology implementation, process improvement, change management, cost and resource forecasting

Eric Marsing's Current Company Details
Bank of America

Bank Of America

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Senior Vice President, Reporting and Data Analytics, Bank of America
Eric Marsing Work Experience Details
  • Bank Of America
    Senior Vice President, Reporting And Analytics
    Bank Of America Jun 2018 - Present
    Charlotte, Nc, Us
    Lead Global Banking and Markets (GBAM) Anti-Money Laundering (AML) Reporting and Data Analytics Team. Deliver interactive dashboards, reports and analytics to teams that perform various functions such as Client Due Diligence (CDD), Enhanced Due Diligent (EDD), Client Activity Monitoring (CAM), Credit Risk Analysis (CRA), and Know Your Customer (KYC) client documentation regarding 400K Bank of America clients around the globe. Key focus include supporting regulatory inspections, operational performance, client risk status and activity, transaction activity and status of maintaining regulatory compliance activity.
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  • Bank Of America
    Senior Vice President, Operations Analytics
    Bank Of America Jan 2016 - Present
    Charlotte, Nc, Us
    Consultant and SME for application of advanced technology in operational analysis environment. Increasing analytic capability across multiple functions to improve process efficiency, quality control, competitive standing and cost to serve. Lead peers to learn/utilize new technology.
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  • Bank Of America
    Senior Vice President, Process Design
    Bank Of America Feb 2013 - Jan 2016
    Charlotte, Nc, Us
    Managed the launch, execution and delivery of customer complaint reporting and performance control processes. Led team and cross-functional partnerships that implemented sophisticated, interactive performance and control dashboards for enterprise-wide analysis of customer complaints/service requests. Led team that conducted related analyses; produced reporting/dashboards; provided governance over complaint data and dashboard/reporting fixes, changes and enhancements. Designed key processses for data analytics and reporting, and played a pivotal role in the execution of efforts to monitor complaints for improvement opportunities.
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  • Bank Of America
    Senior Vice President, Root Cause Analysis
    Bank Of America Jan 2011 - Feb 2013
    Charlotte, Nc, Us
    Led team that established root cause analysis processes, routines and reporting across multiple lines of business. Partnered with LOB executives and SMEs to identify and implement agreed upon customer service process improvements. Implemented processes and reporting to evidence sustained LOB action on known performance issues. Closed out high severity audit finding on legacy process. Established quality control process to enhance coaching and improve consistency in complaint documentation. Leveraged Six Sigma based methodology to ensure robust and sustainable solutions.
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  • Bank Of America
    Senior Vice President, Reporting Control
    Bank Of America Sep 2009 - Jan 2011
    Charlotte, Nc, Us
    Established data analytic and reporting processes that played a key role in project to systematically reduce the backlogged resolution of tens of thousands of escalated customer complaints. Led cross-functional project to implement and standardize call handling technology, reporting and performance monitoring across multiple contact centers. Directed escalated complaint intake team that developed process improvement and reporting regarding escalated complaint intake and assignment for resolution.
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  • Bank Of America
    Senior Vice President, Business Manager Ii
    Bank Of America Apr 2009 - Sep 2009
    Charlotte, Nc, Us
    Led department that provided root cause analysis and countermeasure development and oversight to mitigate escalated customer complaints submitted through elected officials, industry regulators or senior corporate management.
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  • Bank Of America
    First Vice President, Client Support
    Bank Of America Jan 2008 - Apr 2009
    Charlotte, Nc, Us
    Head of Wholesale Lending Division customer care and systems support. This includes client support for division's B2B website, customer satisfaction program, telephony support, quality monitoring, workforce management and related governance and administration.
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  • Bank Of America
    Vice President Customer Care
    Bank Of America Oct 2005 - Jan 2008
    Charlotte, Nc, Us
    Customer Care Systems and Support executive. Lead department responsible for telecommunications technology strategy, application and interface between business units and technology. Department also provides customer service related data analysis and reporting, quality monitoring, and internal consulting.
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  • Triwest Healthcare Alliance
    Vice President Of Customer Service
    Triwest Healthcare Alliance 1996 - 2005
    Phoenix, Az, Us
    Led customer service and enrollment processing organizations with 300+ employees in six states.
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  • State Of Arizona Auditor General'S Office
    Performance Auditor
    State Of Arizona Auditor General'S Office 1994 - 1996
    Phoenix, Az, Us
    Conducted assessment of state agencies effectiveness and efficiency on behalf of the Arizona State Legislature.
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Eric Marsing Skills

Process Improvement Change Management Team Building Call Center Vendor Management Operations Management Business Process Improvement Performance Management Strategic Planning Customer Experience Program Management Six Sigma Leadership Development Customer Satisfaction Project Management Budgets Management Team Leadership Organizational Development Coaching Leadership Data Analysis Training Strategy Call Centers Cross Functional Team Leadership Business Analysis Telecommunications Risk Management Data Analytics Tableau Text Analytics

Eric Marsing Education Details

  • California State University, Long Beach
    California State University, Long Beach
    Public Administration

Frequently Asked Questions about Eric Marsing

What company does Eric Marsing work for?

Eric Marsing works for Bank Of America

What is Eric Marsing's role at the current company?

Eric Marsing's current role is Senior Vice President, Reporting and Data Analytics, Bank of America.

What is Eric Marsing's email address?

Eric Marsing's email address is em****@****cox.net

What schools did Eric Marsing attend?

Eric Marsing attended California State University, Long Beach.

What skills is Eric Marsing known for?

Eric Marsing has skills like Process Improvement, Change Management, Team Building, Call Center, Vendor Management, Operations Management, Business Process Improvement, Performance Management, Strategic Planning, Customer Experience, Program Management, Six Sigma.

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