Michael Rist Email & Phone Number

• Currently manage 105 U.S.-based staff in several support/call centers (NJ, CT, IL, TX) focused on world-class support for various software applications, technical support, training and project services for banks.
• Currently manage 22 staff based in Gurgaon, India who also provide application and technical support for our clients
• Currently providing world-class application support for 6 core banking platforms in over 750 worldwide financial institutions processing in ASP environments as well as in-house processing models
• As part of the senior management team in Client Care was responsible for merging disparate personnel from several acquired companies into one functionally-aligned unit, developing common policies/ procedures and.
• Establish, monitor and adhere to defined SLA levels for clients
• Participated on the evaluation and selection of the Aspect ACD that was adopted for enterprise use as well as helping to establish the business policies governing its use

• Managed 70 U.S.-based staff in several support/call centers (NJ, IL, TX, OH) focused on world-class support for various software applications, technical support, training and project services for banks, insurance.
• Reduced outstanding case backlog by 60% in less than one year resulting in ASA reduction from 22 seconds to 10 seconds for support groups and enhancing client satisfaction
• Unified formerly disparate support and implementation work groups resulting in significantly improved morale and work environment
• Improved staff morale significantly by moving away from a stringent command-and-control structure to one that featured more open dialogue and shared decision-making (when appropriate) - a move that was hailed by the.
• Introduced and implemented skills inventory to determine training needs within Client Services organization, which allowed for more targeted training and development efforts
• Led semi-annual business-side efforts on business continuity and disaster recovery planning for two data centers (Cherry Hill, NJ and Lombard, IL)

• (Division acquired by Fidelity National Finance/Fidelity National Information Services)
• Managed a group of 40 managers and software developers, including the distributed systems architecture group. Responsible for establishing the distributed application software architecture direction and executing.
• Led group responsible for designing and constructing web services and for systems integration / middleware application development. Web services delivered some of the earliest SOAP-enabled services available in the.
• Routinely presented in sales efforts to executive management for many Fortune 1000 financial institutions. Presented and discussed our web services and architecture strategies to show our market-leading position in.
• Responsible for data warehouse software development group and for the business intelligence software development group. Group evaluated numerous vendors to determine partner selection for BPM/BPO and set policy and.
• Member of the Software Architecture Committee.

(Acquired Alltel Information Services division)See entry above for information.

• Managed in a matrix-based organization a group of 25 project managers, business analysts, and and implementation software developers, who were responsible for successful multi-million dollar installations of the.
• Created Project Charters and Project Scope documents, project plans, and Statement of Work materials as well as other project materials
• Chosen to lead quality improvement/recovery project for a new software release that involved managing over 100 staff members at multiple sites under tight deadlines and budgetary constraints. Customers involved.
• Managed implementation of call center application to a top 5 domestic bank (Bank One) deployed to 2000+ users in 11 national sites which included coordinating testing to validate performance and scalability for the.
• Helped develop and implement our implementation methodology for the group. This resulted in better definition and standardization of project tasks, which helped to reduce the overall time required to implement the.
• Routinely presented in sales efforts to executive management for many Fortune 1000 financial institutions. Presented and discussed our implementation offerings to multiple levels of client management and their.

• Successfully managed upgrades for initial adopters of the company's CRM application; managed to reduce upgrade time by over 50% thru the use of remote access technologies (which were pioneering at this time)
• Managed a group of 10 individuals who split time between upgrade functions and support functions for various clients
• Established initial support desk group, telephony infrastructure, case management tools and policies for company’s premier CRM banking application; created upgrade process for initial adopters of the software.
• Coordinated and managed domestic and non-domestic resources effectively resulting in the delivery of the first international upgrade, to a client in the Philippine Islands (Bank of the Philippine Islands)

• Led multiple projects for installing bank CRM software with on-time, on-budget delivery using project management methodology (refined the process using the principles from PMBOK)
• Successfully implemented call center software for one of the first direct banks in the U.S. (First USA Bank in Dallas, TX - later acquired by Bank One); completed project within 90 days, which was unheard of at the time
• Led two of four major initial implementation efforts concurrently for new CRM banking application that became flagship product of the Enterprise Banking group

• Developed new sales and new account platform as part of the company's leading edge efforts on distributed technology. The application was developed using the Zeus Toolkit from SDI
• Changed development platforms and began developing a call center application that incorporated in the new sales and new account features that were developed previously into a new product: Service Delivery; written in.
• Trained in writing VB as well as using JetForms (and JetForms Server)
• Created use cases for Development quality assurance testing
• Conducted and led Development quality assurance testing for the group
• Created documentation for the product

• Reporting directly to Regional Manager, was responsible for coordinating activities and projects with accounts in the Western region
• Responsible for submitting financial roll-ups and variance explanations for the region
• Coordinated regional events, such as meetings of account managers and other key personnel in the region
• Composed and provided various project tracking reports on regional projects and activities to the regional manager
• Represented the region as part of the company's TQE initiative and was responsible for checking and reporting regional compliance against goals
• Worked with Regional Manager to audit accounts and assess the effectiveness of the management teams and the accounts' relationships with their customers

• Was over 100% billable for my period in Professional Services due to high demand for my skills by various clients
• Led successful conversion of commercial lending system for Norges Bank (Central Bank of Norway) to track a variety of commercial lending activities that the bank was engaged in for support of the Norwegian economy.
• Led successful conversion of commercial lending system for Bank of Ireland from an in-house system to the Systematics commercial lending system; during this period I lived in Dublin, Ireland for six months and was the.
• Selected to evaluate Iktisat Bankasi during pre-conversion activities to assess gaps on the commercial lending platform and prepare a set of formal recommendations on how to implement the system for the bank
• Gave presentation on Systematics commercial lending system to vice chairman of National Australia Group and key members of Clydesdale Bank and Yorkshire Bank, holdings of NAG; this was a key area for completing the.
• Mentored many other AIS personnel on the commercial lending system and conducted training sessions for several clients in the U.S.

• Provided programming and business analyst support for the Shaw commercial lending system (3rd Party) as well as the Systematics Installment Credit system to Wilmington Savings Fund Society (located in Wilmington, DE)
• Provided analytical support for commercial lending to the conversion of First Los Angeles Bank to the Systematics software platform
• Worked with client personnel to interpret system features and functions, identify and overcome recognized "gaps", and provide solutions to effectively use the system
• Organized conversion meetings and materials to track progress and issues

Part of E01 program for management development. Application Programmer on a variety of financial applications. Responsible for several projects including year-end/tax processing. Located at data center for Chittenden Bank in Burlington, Vermont.

Ba, Communications/Minor In Business (Advertising/Mktg)

Activities and Societies: Theta Xi; Social Director (Theta Xi)

International Business/Economics

Semester abroad - summer program. Classes were held at Imperial College in London as part of a program conducted by Boston University..