Michael Kottwitz Email & Phone Number

Fort Worth, Tx, Us

Fort Worth, Texas, United States

Joining Deloitte’s Financial Services practice with over 20 years of industry experience in Banking and Insurance. Accelerate delivery of projects in Customer Experience Strategy, Contact Center Transformation/Digitization, and Customer Insights & Analytics.

Grew Deposit Servicing, Sales, and Credit Card Operations to 5 locations domestically and offshore. Defined and executed service delivery to the bank's Consumer, Business, and Online segments via internal and outsourced telephone, email, and chat groups with 23M contacts annually and a budget of $25.5M. Transformed service and sales delivering people, process, and technology enhancements, slashed departmental budget by 33% with saves over $12M, and reached #1 status in JDPower Customer Satisfaction rankings vs California competitors.

Implemented a Virtual Call Center network including 300 agents across 3 sites and 350 remote agents in 200 financial centers. Created Retail Communication, Executive Office Response, Email & Chat Departments with a budget of $35M. Grew the enterprise 10-fold in a 2.5-year period supporting a deposit base of $41B. Managed the service and sales integration workstream for the Countrywide/Bank of America acquisition as Service Executive through CD1.