Marc Russo Email & Phone Number

Marc.Russo3@yahoo.com15+ years of progressive experience in business strategy, operations, and/or business management with a strong focus on operational and strategic efficiencies. Skilled in leading and developing high-performing teams, serve as liaison between department heads, and collaborating with key stakeholders to prioritize and execute initiatives. A subject-matter expert in case management, bank operations, risk management, and controls. Adept at improving organizational structures and optimizing procedures for increased efficiency and productivity. Strong problem-solving and analytical skills, with the ability to communicate complex issues and frameworks clearly to senior management. Intent with a sense of accountability and ownership, able to set clear and measurable performance objectives and monitor progress. An empathetic and inclusive leader with excellent communication skills and a high level of self-awareness. Key Accomplishments:• Led automation initiatives resulting in 38% reduction in ticket volume, continuous improvement in customer experience, and a multimillion-dollar cost savings for the company • Spearheaded the integration of multiple bank acquisitions with up to 1B in assets, driving organizational growth from $2B to $7B in assets• Sr. leader in implementing the CX strategy for customer care and was able to successfully lead a multi-unit customer support team servicing 30K+ calls per month and maintaining an average CX score of 4.8 out of 5• Oversaw operations teams totaling 100+ professionals over 3 sites and remotely, and was able to recognize a 35% improvement in the company’s culture survey results• Oversight of the Debit Card fraud mitigation team resulting in a $1M reduction in losses through enhanced fraud detection strategies and claim monitoring• Assumed responsibility of the corporate mailroom and successfully led the company to an outsourced service solution resulting in a $300K cost reduction in staffing, postage, and courier expensesAreas of Expertise:Bank Operations | Strategic direction | Communication | Leadership | Coaching | Case management Fraud strategies | Organization | Time management | Decision-making | Regulatory compliance | Risk mitigation | Staff development | Culture leader | Project management | Client experience | Business management | Analytical