Michael Wolf Email & Phone Number

Managed team of 11 processors for collections and the Ombudsman teamProvide ad-hoc reporting support to multiple business areas across collections.Involved with implementation of Artiva and FDR to ensure proper support for processing functionsRe-designed settlement process and created reporting for Private Credit CollectionsProvided UAT testing and designed operational procedures for new product on new technology platformCreated and continue to provide reporting for new line of business within Collections

Managed multiple call centers from company inception.Facilitated the installation and set-up of IEX, NICE and CMS technologies for businessCreated and published daily operation al reports.Provided workforce management for enterprise.Implemented operational business changes across technology platformsAssumed IT maintenance role when IT manager left

Design structure of campaign builds for efficiency and accuracy.Submit options management requests to ensure accounts build with accurate pricing and fees.Created automated macros to improve accuracy of team and reduce expenses related to correcting issues.Complete ad-hoc TSYS projects supporting marketing and company call centers.Assumed responsibility managing TACD submission process.Negotiate with internal clients to translate business strategies into a viable technical design

Managed systemic customer relief during Hurricanes Katrina and Rita for all MBNA Call Centers.Sarbanes-Oxley coordinator tracking issues and drafting quarterly questionnaires for executive management.Litigation coordinator between legal department and business areas. Reduced settlement expenses to department by over $300k in first year.Created process to reduce lawsuits against company with estimated savings of over $150kManaged verbal disclosures across enterprise. Reduced talk-time savings of $500k annually in telecom expenses.Compliance analysis of service level agreements and reporting capabilities.Analysis of data for employees hired and/or terminated between 2003 and 2005.Drafted summaries of over 35 banking regulations for executive management.

Forecasted call volume, required staffing levels and service levels for 16 departments covering over 30 call centersCreated automated daily accuracy results of all forecasted metrics for management and supported centers.Provided ad-hoc call center analysis at maximizing efficiency and service levels of call centersQuarterly schedule optimizations for centers to improve staffing efficiencyCreated enterprise-wide effectiveness reporting.Researched workforce management alternatives with external vendorsDeveloped automated reports and models allowing team staff to be reduced by two, with increased workload.Integrated and educated workforce management team to increase functionality of department

Managed staffing and resource allocation nationally for six inbound call centers.Utilized modeling and real-time adherence reports to balance call flow for optimum efficiency.Teamed with workforce management to ensure implementation and adherence of appropriate schedules.Facilitated tours and fielded questions for new and existing affinity clients visiting the company's command center.Developed and administered emergency preparedness protocol, contingency planning, and training.Coordinated uninterrupted customer service during the events surrounding the 9-11-01 terrorist attacks.Authored Personal Time Off policy for approving vacation requests for 1,400 phone specialists.Monitored IEX, Avaya CentreVu, Route-it, and other applications to maximize customer service level efficiency.Provided manager coverage assistance to customer satisfaction department.

Responded to inbound telephone inquiries for personal credit customers.Exceeded service level standards, leading the department in efficiency and accuracy measurements.Successfully negotiated fee-related services to maximize profitability while balancing the need for absolute resolution.Leveraged previous sales experience and persuasion techniques to drive cross-product sales promotions.Mentored peers and worked with sub-standard employees individually to achieve departmental standards.Achieved highest level of recognition three consecutive months for monthly goals.Certified tour facilitator demonstrating Customer Satisfaction software for new and existing affinity groups.

J.D., Law

B.S., Nutrition And Physical Fitness

Activities and Societies: Alpha Epsilon Pi