Michael P Solis, Cspo®, Csm® Email & Phone Number

San Antonio, Tx, Us

San Francisco, California, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

Fully on-boarded 4 TPRMs a. TPRMs are efficient in ETPRM processes and assignments across Agency, ASC, External and Affiliate contractsb. Identified Affiliate SME and established meeting cadence with SME/3PRM team to ensure affiliate work was completed in an appropriate mannerProactively identified the need for an enhanced TPRM Agency/ASC Scorecarda. Developed new tool that allows robust reporting and insight into status of new and existing contract actions b. Ensured critical due dates are met in a timely mannerc. Improved functionality and ease of use for end-user by adding links and contract end to end contract lifecycle flowLed the Enhancement of an IRQ reference guide/matrix for over 60 questions and 50+ sub questions a. This led to an initiative to refresh IRQs for all Agency contracts to capture appropriate risk mitigation due diligence that had not previously been capturedLed the development and completion of Agency Data Mapa. Analyzed types of data being shared at a 3rd party level to develop an in-scope/out-of-scope data map to ensure IRQs/BARR assessments/Cloud Reviews were answered appropriatelyb. Provided guidance to the Data Map architect on creating a user-friendly tool that is easy to understand and is the foundation of answering IRQs/BARR assessments/ and Cloud Reviews accordingly

San Antonio, Texas, Us

Developed business controls for Third Party Risk Management adherence and on-going monitoring, resulting in a 20% increase in compliance scores. Collaborated with Sourcing Procurement Managers (SPM), Third Party Relationship Managers (3PRM) and Product Management Directors (PMD) to establish roadmap strategies which led to a 33% decrease in contract cycle time execution.Developed on-boarding training program for incoming Third Party Relationship Managers within organization. Managed the lifecycle of Property & Casualty (P&C) Agency, Alliance, and Technology contracts.Enabled USAA's third-party risk management/procurement strategies and program pillars of managing risk, strengthening operational efficiency, driving Enterprise value, and delivering exceptional customer experience through effective relationship management of multiple third-party relationships.Leveraged working knowledge of industry laws and regulations along with approved USAA third-party risk management and procurement policies, standards, processes and controls, technology and tools, etc. to identify, measure, document, mitigate, and manage existing and emerging risks while diligently monitoring third-party relationship compliance with USAA and regulatory requirements.Partnered with first-line of defense (i.e., Business Risk and Control Advisors) and second-line of defense partners (i.e., Risk, Compliance) to develop, implement and monitor operational controls that enable effective management and deliver expected performance from integrated business processes (end- to-end USAA and third-party execution).

Work with external vendors and internal stakeholders to champion project(s) across the entire Consumer Digital Experience organization.Develop detailed work plans, schedules, project estimates, resource plans, and status reports for Consumer Digital Experience leadership teams.Prioritize and accelerate Root Cause Analysis and Solution Delivery for Sales & Service centers.Gather and analyze consumer information from a variety of internal and external data platforms to provide insights for the development of Marketing and Sales team strategies. Provides technical and analytical guidance to project team.Conduct project meetings, project tracking, and analysis.Break down complex issues into smaller, actionable steps to drive solutions at a rapid pace.Developed action plans which positioned the team to complete projects two months ahead of schedule.

San Antonio, Us

Gather user business requirements by meeting business users and generating business models and use cases.Lead a cross-functional team comprised of internal employees and external contractors.Evaluate risks related to requirements implementation, testing process, and project communications. Draft and maintain business requirements and align them with functional and technical requirements.Develop acceptance criteria and lead acceptance testing.Facilitate release planning, sprint planning, and retrospectives and responsible for creating tasks and writing stories in JIRA.Key Accomplishments: Utilized Agile principles in developing a comprehensive database for over 300 clients allowing them to track payroll and other eligible expenses, mitigating risk, and remaining compliant with IRS guidelines for Federal relief and SBA loans.Mitigated risks by evaluating end-to-end implementation of requirements, testing process, and project communications in the integration of reporting software into company’s payroll platform.

Dallas, Tx, Us

Motivated and mentored a team of 3 managers responsible for vendor management and collection efforts, including customer satisfaction, dollars collected, desired KPIs, and accurate and timely data reporting. Developed 2018 Mexico strategy to add incremental video and mobility growth while reducing operating expenses by $15.4M per year.Engineered 2017 landscape plan reducing headcount year-over-year by 27%; call centers year-over-year by 25%; vendor call centers by 50%; and consolidated Spanish call handling to Mexico City.Managed cross-functional teams focusing on customer experience initiatives, resulting in reduced DIRECTV involuntary churn to 0.61% and churn in all other portfolios to historically low results.

Dallas, Tx, Us

Project lead in launching and supporting multiple national strategic partnerships (Wal-Mart, Circuit City, and AOL)selling broadband solutions through market strategy development and implementation. Increased sales 32% by utilizing unique online offers and promotions.Increased revenue by $7M through collaboration efforts with Senior Product Marketing Managers and identifying proper requirements for pricing and notification initiatives .Designed and implemented offer strategy, training, incentive plans, rep scripting and job aids for promotions, product changes, pricing and other initiatives to 20K+ sales and retention agents.Ensured compliance with company policies and procedures.

Dallas, Tx, Us

Motivated and mentored a team of 10 supervisors responsible for customer care efforts, including customer satisfaction, billing, and sales calls within a five-state territory.Accountable for all performance, quality, service level, and average handle time metrics, with 10 operations teams, consisting of 250 representatives, five quality analysts, and two workforce agents.Hired and guided a team of four vendor account managers who maintained all external consumer long distance, DSL, Wireless, and vertical services campaigns.Managed performance, production, project management, budgeting, and daily operations of vendors and operations teams, comprised of 1,100 employees that generated over $3M in monthly revenue.

M.A.A, Organizational Development

Bachelor Of Science, Business Management