Michael Condon Email and Phone Number

Ensure processes are well managed, properly documented, accurately updated and efficient. Collaborate with Intent and Delivery, various stakeholders, and influence, drive and integrate change necessary to achieve well-managed objectives and reduce risk across Complaints ecosystem.• Assisted in managing day to day expectations for Change Management Program to ensure proper complaint/escalation paths are cared for• Resolved complex problems where expertise is required to interpret against… Show more Ensure processes are well managed, properly documented, accurately updated and efficient. Collaborate with Intent and Delivery, various stakeholders, and influence, drive and integrate change necessary to achieve well-managed objectives and reduce risk across Complaints ecosystem.• Assisted in managing day to day expectations for Change Management Program to ensure proper complaint/escalation paths are cared for• Resolved complex problems where expertise is required to interpret against policies, guideless or processes; escalated breakdowns to correct stakeholders when discovered• Conducted monthly sampling of Tier 2 Complaints to identify compliance and regulatory risk vectors• Key stakeholder for Business Continuity Plans across complaints network• Ensured US Card adherence to Enterprise Complaints Standard and health of the Complaints process• Maintained L2 and L3 documentation, crating, updating and obtaining Process Owner approvals• Drove execution of required testing elements fir various process and BCP stress tests• Oversaw multiple processes; monitored, reported and planned process improvement, identified improvement opportunities and implemented through collaboration with various LOBs Show less

Provide high-end service as the central point of contact for customer complaints. Research and resolve issues originating through regulatory and non-regulatory channels. Protect business interest and drive business improvement. Identify trends to mitigate business risk and reduce future complaints.• Researched trend with credit bureau complaints, and suggested improvement resulted in reduced complaints volume by 90 per month• Discovered and researched process breakdown for declined… Show more Provide high-end service as the central point of contact for customer complaints. Research and resolve issues originating through regulatory and non-regulatory channels. Protect business interest and drive business improvement. Identify trends to mitigate business risk and reduce future complaints.• Researched trend with credit bureau complaints, and suggested improvement resulted in reduced complaints volume by 90 per month• Discovered and researched process breakdown for declined applications which had downstream impact of reducing invalid declines by 14,000 average per year• Piloted system testing and demonstrated essential features specific to department needs prior to day one rollout• Authored and presented agent uptraining initiatives, which increased productivity an average of 15%• Piloted floor support program, resulting in decreased case turnaround time by up to 6 days per agent• Mentored advocates in case quality, reducing case returns by 50%• Presented process breakdowns and risks to Sr. leaders for Validation of Debt process• Consulted on various inter and intra department Process Management initiatives• Authored and presented training related to Freeman Checkbook complaints• Spearheaded initiative to assist with tracking extraneous cases that hindered productivity Show less

Research and file chargebacks and Arbitration cases for Card Disputes. Work in collaborative environment with different lines of business. Ensure compliance with banking regulatory requirements.• Educated various lines of business on merchant disputes processes and limitations• Leader in case closures and quality metrics for nine disputes production queues• Spearheaded Capital One’s email pilot program, testing and soliciting customer feedback• Researched outdated instructional… Show more Research and file chargebacks and Arbitration cases for Card Disputes. Work in collaborative environment with different lines of business. Ensure compliance with banking regulatory requirements.• Educated various lines of business on merchant disputes processes and limitations• Leader in case closures and quality metrics for nine disputes production queues• Spearheaded Capital One’s email pilot program, testing and soliciting customer feedback• Researched outdated instructional material to assure task guides were up to date on current processes• Designed mock-up of how Cardholders could use an app to quickly respond to document requests Show less

Manager of a team of up to nine officers to oversee the security apparatus of a multi-building campus pharmaceutical plant.• Created security apparatus to assist with Governor McAuliffe and media visit to site, working with Petersburg police to ensure a safe environment• Developed technical writing for new video monitoring program, and post orders for nine different job functions• Created schedules and updated payroll for entire site of officers for 24/7 security coverage