Michael Silver Email & Phone Number

Washington DC-Baltimore Area

• Manage a team analysts and consultants to ensure key deliverables are completed and submitted efficiently and the IRS W&I clients receive complete end to end support for IRS W&I omnichannel, live assistance, and.
• Devised, delivered, and implemented business processes to allow IRS W&I clients to modernize the businesses customer service options and employ metrics to monitor the customer experience.
• Conduct organizational readiness procedures and develop a myriad SOP and FDS documents, ensuring a seamless implementation and metric monitoring across multiple projects and processes.
• Collaborate with business partners to pinpoint key organizational readiness activities that are required when transitioning a business from a multichannel approach to an omnichannel approach.
• Review extensive call volume data to identify and implement unique business cases that resolved IRS CX pain points and allows the clients to be proactive in understanding and supporting W&I customers more efficiently.
• Report on numerous workstreams to direct clients and executives through weekly quad charts, monthly executive reports and client contract reviews, workshops, and client collaboration sessions.

Laurel, Maryland, United States

- Conduct comprehensive analysis and evaluate risk to control underwriting loss andminimize exposure while guaranteeing Newday maximizes profit.- Oversee a pipeline of 350+ loans worth approximately 50 million, while ensuring peakefficiency and providing upper management with constant status reports.- Gather and analyze data to develop and present a new.

Washington DC-Baltimore Area

Reviewed loans for completeness, identified missing documentation, and worked withclients/third parties to remedy situations while overseeing a pipeline of 500+ VA loans.

- Selected to participate in an experimental condensed matter group focused on usingnanoscale devices to probe topology, interactions, and quantum many-body physics.- Employed Python and Microsoft Excel to collect, sort, and analyze data and providestatus updates through weekly presentations to the group leader.- Computed statistical analysis to provide my.