Michael Hanks Email & Phone Number

St. Louis, Mo, Us

Oakland, California, Us

Oakland, California, Us

In my role as Senior Quality Control Manager, I oversee the compliance of our risk operation teams with both external regulatory requirements and internal company standards. My primary responsibilities include conducting thorough risk reviews, devising mitigation strategies, and continuously monitoring risk-related data to ensure operations remain within defined quality thresholds.Beyond managing risk, I lead a skilled team of quality control professionals. I am committed to their professional growth through targeted training sessions and continuous coaching. I set clear performance metrics and conduct regular evaluations to maintain and exceed our quality control standards, ensuring our team's work aligns with the organization's objectives and upholds its reputation for excellence.

Oakland, California, Us

As the Senior Risk Operations Manager at Cash App, I oversee the risk operations function, encompassing Disputes, Fraud, Banking Operations, and Customer Onboarding. My core responsibilities involve the identification, assessment, and mitigation of risks that could potentially impact the business and its stakeholders.I lead a dedicated team in collaborating with cross-functional teams to pinpoint and manage risks inherent in business processes, systems, and technology. My role requires crafting and executing comprehensive risk mitigation strategies and contingency plans, in partnership with key stakeholders.Beyond the strategic management of daily risk operations, I provide decisive leadership and direction to my team, overseeing hiring, training, and performance management. I also serve as a crucial point of contact between senior management, banking partners, and regulatory bodies, ensuring all risk-related communications are streamlined and effective.

Oakland, California, Us

In my role as Senior Customer Success Manager, I oversaw customer operations across multiple channels, including voice, messaging, email, and social media. My responsibilities extended to working cross-functionally with Voice of the Customer (VOC), Product, Engineering, and Risk Operations teams to identify organizational risks and address customer pain points effectively.As a committed people leader, I focused on mentoring, coaching, and developing leaders to cultivate high-performing teams dedicated to exceptional customer service and operational efficiency. I was instrumental in establishing a workplace culture that values feedback, promotes transparent communication, and upholds integrity, ensuring our customer success strategies aligned with the organization’s core values and business objectives.

Oakland, California, Us

In my capacity as Customer Success Manager, I was dedicated to supporting customer operations across a variety of communication channels, including voice, messaging, email, and social media. I prioritized the development and support of frontline agents, providing them with the mentoring and coaching necessary to excel in their roles. My focus was on nurturing a team-oriented environment that emphasized constructive feedback, transparent communication, and integrity. This approach ensured that our customer support strategies not only enhanced customer satisfaction but also aligned seamlessly with broader business goals.

Karachi, Sindh, Pk

As a Call Center Senior Operations Manager, I was responsible for overseeing the daily operations of multiple programs within my portfolio. My core responsibilities encompassed managing program finances, cultivating robust relationships with clients and internal leadership, and directly leading the Operations team. I focused intently on achieving financial and performance targets annually, which significantly enhanced profitability and reinforced client trust. This strategic approach not only met but often exceeded expectations, consistently generating additional business for each program under my leadership.

Karachi, Sindh, Pk

As the Call-Center Operations Manager, my primary responsibility is to ensure that clients receive exceptional service while effectively managing program finances through efficient use of staff and technology resources. I continuously monitor and analyze various performance metrics to identify areas for improvement and drive the overall success of the call-center.In addition to overseeing day-to-day operations, I also fulfill various roles such as service provider, coach, trainer, mentor, motivator, and manager. My aim is to cultivate a high-performing team that consistently delivers outstanding service to clients.

Karachi, Sindh, Pk

As a Call-Center Team Lead, I upheld the organization's goals, policies, procedures, and performance standards. My role involved collaborating with peers and agents to formulate effective strategies aimed at achieving optimal results.