Michael Ostrowski Email & Phone Number

Saint Petersburg, Fl, Us

-Sr. Executive in Operations leading contact center tooling and enablement, improving digital servicing, and advancing artificial intelligence capabilities-Responsible for the Branch & Concierge Services, Client Services, Digital Workflow Services, Cash Management, ACH and Cash Control contact center and back office operations-Accountability for Service Delivery including: Business Intelligence / Analytics, Strategic Planning, Finance, Workforce Management, Quality, Process Improvement, Knowledge Management, Training, Forms Administration and product owner for Contact Center and Service Tools

St. Petersburg, Florida, Us

Executive leadership role in Catalina's transformation office that migrated into an Operations leadership role. In the transformation office I helped stand up and lead an Enterprise PMO with responsibility for several of the company's most strategic initiatives. In Operations, in addition to owning the Enterprise's project intake and prioritization process, I stood-up and lead a Sales & Operational Planning function.

Cincinnati, Oh, Us

Executive leadership for team of senior project managers and process improvement consultants that drove the Fortune 500 Enterprise's largest programs and process re-engineering efforts. Partnered with business unit leaders to help develop their strategies and business plans. Guided the Enterprise through its transformational program. Deployed continuous improvement program and lean concepts.

Director of operations teams across multiple geographic locations including BPO. Provided leadership for bank-wide continuous improvement program and ADKAR change management program. Functional leadership for training, quality assurance, knowledge mgmt., second level customer support, complaint tracking, workforce mgmt., and operations reporting / metricsAs chief of staff, was the extension of the Bank President and Bank Leadership Team by assisting with key company issues, managing the flow and content of information, and supporting Board-level activity for the President and Leadership Team. Key areas of focus included strategic planning, business PMO, communications and special projects.

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Provided leadership and utilized lean six sigma process improvement to increase customer satisfaction, positively impact employee engagement, and reduce operating expenses for contact centers and back office operations across the Nationwide enterprise (including the Claims Call Centers, Mortgage Company, Office of Customer Relations, Nationwide Health Plans, and Claims Service Centers).

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Assumed increasing roles of responsibility while working in technology; including analysis, implementation, vendor management and project management for initiatives such as the Claims Initiation and Assignment Middleware replacement project,ISO Claims project, and several lean six sigma project for the Claims EDI infrastructure that reduced run rates by over 50%

Master Of Business Administration (Mba), International Business

B.S., Marketing