Michael S. Bobjak Email & Phone Number

United States - Remote

San Antonio, Texas Area

Lead a dedicated team of Medicare Clinical Service Call Center Specialists for CVSHealth/Caremark Members and Prescribers for Inbound Customer Service and MDO calls regarding prescription drug medications for Medicare D Coverage Determinations.• Responsible for team building, development training, coaching, customer service, and satisfaction,Key Achievements: Created several procedures to increase productivity and reduce error rates.

San Antonio, Texas

Led a team of Credit Card Fraud Risk Specialists for Inbound/outbound fraud investigation customer service calls. Performance management to achieve daily Service Levels for major credit card clients. Responsible for Retail Fraud prevention with detection programs in our overall risk management efforts.• Charged with mitigating fraud risk to clients by developing and managing employees including interviewing, hiring, team building and coaching Fraud Risk Specialists for optimum… Show more Led a team of Credit Card Fraud Risk Specialists for Inbound/outbound fraud investigation customer service calls. Performance management to achieve daily Service Levels for major credit card clients. Responsible for Retail Fraud prevention with detection programs in our overall risk management efforts.• Charged with mitigating fraud risk to clients by developing and managing employees including interviewing, hiring, team building and coaching Fraud Risk Specialists for optimum results.• Oversaw daily Service Levels working with Workforce to be consistent in our fraud risk process.• Charged with control and compliance audit reporting for daily conducted risk reviews of Agents. • Through leadership and development of Fraud Specialist achieved the best Fraud Risk Team for overall AHT and Quality Reviews. Provided direction, objectives, accountability, and goals. Show less

San Antonio, Texas Area (Regional Operational Center)

Led teams of Document Review Specialists to process State and Federal Legal and Regulatory Documents. Directed four Legal Risk Process Groups including Quality Control. Created and implemented risk and compliance process improvements. Performance process management to achieve daily Service Level Agreements.• During my tenure, employed, developed, mentored and groomed seven employees who were promoted into management roles. Provided direction, objectives, accountability, and… Show more Led teams of Document Review Specialists to process State and Federal Legal and Regulatory Documents. Directed four Legal Risk Process Groups including Quality Control. Created and implemented risk and compliance process improvements. Performance process management to achieve daily Service Level Agreements.• During my tenure, employed, developed, mentored and groomed seven employees who were promoted into management roles. Provided direction, objectives, accountability, and goals.• Charged with mitigating risk to clients by developing and managing department employees including interviewing, hiring and coaching Document Review Specialists for optimum results.• Partnered with Federal and State Agencies regarding operational, regulatory and risk in processing legal and sworn documents submitted for account holds on customer deposit accounts: City, State and Federal Government Agencies including Internal Revenue Service. • Manager for Quality Control concerning legal transactions including partnering and collaboration with other lines of business to be consistent in our risk and case process evaluations/validation.• Charged with control/compliance audit reporting for privacy risk reviews to senior management. Show less

San Antonio, Texas Area (Regional Operational Center)

Led teams of Customer Service Account Executives responsible for inbound Call Center calls. Completed reports for bank compliance requirements for customer accounts and fraud risk. • Responsible for responding to and negotiating Customer Executive Office Complaints.• Key contributor on Special Project Resource Team’s for new implementations during the transition merger of JPMorgan Chase and Washington Mutual.• Successfully grew the San Antonio Regional Operational Center… Show more Led teams of Customer Service Account Executives responsible for inbound Call Center calls. Completed reports for bank compliance requirements for customer accounts and fraud risk. • Responsible for responding to and negotiating Customer Executive Office Complaints.• Key contributor on Special Project Resource Team’s for new implementations during the transition merger of JPMorgan Chase and Washington Mutual.• Successfully grew the San Antonio Regional Operational Center increasing customer accounts and revenue within the first 2 years by developing and implementing new products and services. • Charged with interviewing, training, developing and managing Customer Service and Sales Inbound Call Account Team Executives to maximize our retention while driving performance.• Managed customer service/sales calls for new/existing accounts, CD’s, money markets/retention.• Managed Call Center employees for Quality, Surveys, Attendance, Scorecards, and sales quotas.Key Achievements: Employee Opinion Survey: The highest scoring Team Manager in the department. Continuous Improvement Employee Survey: Among the highest at over 92%. Appointed an Officer by WAMU Senior Management; acknowledging outstanding performance.  “Premier Group II” Two Time Award Winner Call Center Team & Manager of the Year. Call Center “Best of ECC” Award for Management and Team for Retail Customer Service. Manager Award as Top Performer for Retail Customer Service for Highest Team Quality. Call Center Quarterly Team Sales Awards for Production Sales and E-Quality. Exceeded monthly & quarterly customer service to sales goals as top-scoring Manager. Show less

Oklahoma City, Oklahoma Area

Increased sales by analyze current processes and developed an infrastructure. Contracting, managing, sales revenues and customer service for Telecom Agent Companies. Directed Vendor/Partner Companies to negotiate business strategy and contract business sales for telecommunications.Key Achievements: Developed market strategy and implementation of new agent/partner commissions and contract structure procedures, resulted in significant revenue growth.

Las Vegas, Nevada Area (Headquarters)

Increased market share by expanding Carrier Operations of international partner relationships, revenues, cost analyst and sales for overseas networks with quality design and implementation. Oversaw the development, strategic planning and risk management of International agreements. International agreements.Key Achievements: Increased international wholesale revenue over the projected goals.

San Antonio, Texas Area

Directed National Resellers Division including managing sales staff, contracted resellers, national marketing agents, telemarketing companies and Local Exchanges and long-distance company call centers. Was on the development team for customer collections to ensure resellers were paid commissions. Targeted sales for contracted Channel Partner base relationships for Agents, Distributors, Vendors, and Partners.Director of National Sales Partner/Vendor Division… Show more Directed National Resellers Division including managing sales staff, contracted resellers, national marketing agents, telemarketing companies and Local Exchanges and long-distance company call centers. Was on the development team for customer collections to ensure resellers were paid commissions. Targeted sales for contracted Channel Partner base relationships for Agents, Distributors, Vendors, and Partners.Director of National Sales Partner/Vendor Division Nationwide Sales Manager led Regional Managers for 400 commissioned agents, channel partners, and Vendors. Agent commission structure plans and negotiations to increase sales profit with annual revenues over forecast. Achieved by building solid professional rapport and partnerships with Vendors. Performed sales quotas for all regional and national contracted distributors and Channel Partners. Key Achievements: “Elite Network Performer”, “The 100% Club” and “Presidential Executive” Awards. Show less

Business Administration, Management And Operations

Business Administration And Management, General