Matt Daniels, Pmp, Csm Email & Phone Number

Raleigh, Nc, Us

Raleigh, North Carolina

• Led initial strategy, design, and execution of RPA program. Project scope included identifying 3 use cases, developing ROI ($90k), design, requirements, and development of bots• Managed variety of projects including launching Digital Banking Chatbot (85% bot handle rate), new product development, mortgage mobile app deployment and implementing Cisco Finesse telephony platform• Led COVID related projects including development of Branch scheduler (In person, Virtual and Phone) application and SBA Small Business Lending program• Program manager for one of Coastal’ s 4 primary channels, Personal Teller Machines (PTMs), with end goal to upgrade fleet and software to become Windows 10 compliant by EOY 2021

Raleigh, North Carolina

• Migrated Enterprise Consumer and Commercial Loan Operations workflows (16) from SharePoint to a BPM solution to ensure stability and scalability

• Reengineered consumer real estate closed end loan process to increase loan fulfillment cycle time by 25% and decrease cost per unit by 60 BPS• Executed benchmark operational fee analysis which led to new fee income of $368M for fiscal year 2015 • Oversaw ideation, design, and implementation of 12 RPA bots using Foxtrot RPA technology

• Functioned as primary liaison between bank’s Operations and IT areas • Project Manager that oversaw standardization of Hazard and Flood Insurance Tracking and creation of a Centralized Funding Desk for commercial loan disbursements• Active member of Change Management team that spearheaded and oversaw operational conversions; experienced in facets of M&A from a business and technical perspective

• Managed a team of 30 loan operations specialists and 2 supervisors• Managed and adhered to aggressive service levels (SLAs) for day to day functions and production • Developed and continually improved internal processes for multiple business segments within department• Key member of merger and acquisition team that managed the integration of a 2.7B institution; Assisted in implementation of data conversion and process migration

Raleigh-Durham, North Carolina Area

• Created automated call tree for all customer inbound contact including tier 1 and tier 2 level support structures• Grew department from 4 associates in one location to 16 associates in 2 locations • Provided support for inbound external customer support calls pertaining to online banking, electronic banking, cardholder services and general banking inquiries• Responsible for planning and forecasting to coordinate resources; reviewed trend analysis’ to determine appropriate staffing models• Key member of merger and acquisition team responsible for change management in core banking operations, data conversion and product and services realignment

• Key responsibilities include promotion and delivery of a full range of personal and business banking products and services• Utilized strong interpersonal and communication skills to determine financial needs and provide creative solutions for the client• Assisted in day to day operations of retail branch and trained new employees on core banking system and internal processes