Mike Clark Email & Phone Number

• Develop plans and direct project activities to ensure high quality results within defined schedules
• Lead projects resulting from Action Plans with aggressive timeframes for implementation.
• Partner with control partners to timely expose areas of risk and implement controls to mitigate risks
• Lead project teams based on identification of expertise and manpower requirements
• Manage projects that has a significant impact on functional areas and spans across LOB’s
• Voice of the project and responsible for all project communication

• Managed the day-to-day planning and operation to ensure the team meets the required levels of production
• Developed several control reports for management oversight and holistic inventory management; also provided reporting analytics to identify trends on inventory and complaint issue types, and other management oversight.
• Provided coaching to a team of 10+ analysts and established development action plans
• Improved controls, reporting, and quality audits to align with the current business environment needs
• Enhanced the team infrastructure to implement a rapid response line dedicated to bank executives for mortgage customer escalations received by the executives
• Served as the department’s change control representative to advocate crucial business changes and manage project initiatives to streamline processes based on current business demands and trends

• Led a team of analysts that provided rapid responses to executive management and external agencies regarding complaints received by executives;included media and/or congressional office involvement with high visibility
• Led project efforts intended to reduce inventory of complaints
• Prepare reports that track inventory, trends, and many other production based projects
• Set goals and measurements and provided coaching to employees to enhance their performance levels.
• Evaluated procedures to make improvements to meet the needs of the business, employees, and internal and external partners
• Created efficient ways to conduct audits and provide live reporting that measured performance within the department

• Relationship Manager for customers and congressional offices with escalated complaints sent to executives
• Served as an advocate and a negotiator for customers’ cases, worked with underwriters and other partners within the company to provide resolution to issues related to mortgage modifications, and general account servicing

• Client management for private bankers, executive leadership, and high net-worth clientele
• Resolved executive office issues and served as a liaison for congressional offices and their constituent complaints
• Supervisor for baseline advisors, team leader within the department
• Served as a team leader and SME for the department and facilitated new hire training classes

Managed the front-end department and coordinated daily operations to ensure positive customer service. Performed daily functions such as balancing the books and preparing deposits for the store, opening and closing the store, preparing department schedules, time and attendance, payroll, and procedures within the department. Served as point of contact for.