Michael Carrig Email & Phone Number

As the leader of the Customer Experience program, I was responsible for developing and implementing metrics to measure performance, as well as introducing new and innovative ways to enhance the customer experience. I also spearheaded efforts to increase digital adoption among our customer base through targeted marketing campaigns and the introduction of mobile-first capabilities.As the leader of the loyalty team, I was responsible for driving increased customer engagement through the implementation of loyalty programs. Additionally, I managed the end-to-end customer journey, identifying and addressing points of friction to improve the overall customer experience.I collaborated closely with vendors to exceed service level agreements and incorporate new technologies to enhance the customer experience. Additionally, I managed the Voice of the Customer program, complaints monitoring and tracking programs, and service strategy through the card call center.

• The line of business owner of the store and call center channels as related to credit card accounts acquisitions. • Manage the tools, applications, systems, marketing, training, communication, and sales contests for the channels with the goal of increasing credit card account booking and customer/employee experience.• Serve as the relationship manager with internal and external partners in retail, technology, compliance, marketing, credit bureaus, and others. Work as the liaison between credit card operations and business partners to deliver the LOB objectives. • Lead cross-functional work teams to implement strategic objectives of the US Bankcard division in the channels.• Work with retail leadership to identify areas of opportunity and create solutions to improve processes. • Build business cases, models, and perform CBAs for all initiatives.• Forecast the account growth for the channels.

• Held multiple roles within the regional retail banking network leading multiple branches to success in operations, growth metrics, and customer satisfaction• Responsible for the daily operations of the branches which included adhering to compliance regulations, hiring and developing staff, operating the branches according to the highest level of customer service, as well as exceeding consumer loan, service, referral, and deposit goals.

Mba, Business Adminstration

Bachelor'S Degree, Business Adminstation