Michael Crabiel Email & Phone Number

Grand Rapids, Michigan, United States

Kalamazoo, Mi

• Application owner for the Client Product Implementation (CPI) application in Treasury Management (TM). o Responsible for setting strategy, priority, and direction for application enhancements. o Managed and directed application Business Analysts and Agile Product Owner. o Managed and directed the business analysis process from requirements gathering through story writing and ultimately implementation. o Managed annual capital program and projects related to CPI… Show more • Application owner for the Client Product Implementation (CPI) application in Treasury Management (TM). o Responsible for setting strategy, priority, and direction for application enhancements. o Managed and directed application Business Analysts and Agile Product Owner. o Managed and directed the business analysis process from requirements gathering through story writing and ultimately implementation. o Managed annual capital program and projects related to CPI application.• Managed project managers supporting miscellaneous applications and projects.• Responsible for measuring and monitoring performance through build out of automated KPI reporting to monitor product pipeline statistics as well as TMCC agent performance.• Managed team of report developers working in SQL, Oracle, and Tableau.• Managed Eclipse Servicing Product Owner that served as TM SME for the EDGE servicing transition.• Managed development of adobe smart forms and developers supporting such. Show less

Kalamazoo, Michigan, United States

• Managed performance reporting and analytics group for Customer Care Center.• Responsible for measuring and monitoring performance through build out of automated reporting.• Analyzed data to determine and share areas of opportunity, weakness, etc.• Managed database, data imports from source systems, data automation, and report generation process.• Restructured talent on team with focus on diversity and knowledge related to new reporting technology.• Transitioned from older… Show more • Managed performance reporting and analytics group for Customer Care Center.• Responsible for measuring and monitoring performance through build out of automated reporting.• Analyzed data to determine and share areas of opportunity, weakness, etc.• Managed database, data imports from source systems, data automation, and report generation process.• Restructured talent on team with focus on diversity and knowledge related to new reporting technology.• Transitioned from older BI tool to Tableau with focus on future analytic functionality.• Built out sales waterfall analytics to focus on areas of opportunity.• Managed migration to update database from SQL to Oracle, SSIS to Informatica, etc. Show less

Kalamazoo, Michigan, United States

• Interim manager for reporting team.• Managed Speech Analytics application to assist in project support, identify opportunities, and drive improvements. o Managed project and developed metrics to build out center-wide performance scorecard tool. o Used metrics to assist in determining inefficiencies and improvements across Care Center. SME for Speech and Scorecards/Dashboards.• Managed business projects and researched various Key Performance Indicators to understand… Show more • Interim manager for reporting team.• Managed Speech Analytics application to assist in project support, identify opportunities, and drive improvements. o Managed project and developed metrics to build out center-wide performance scorecard tool. o Used metrics to assist in determining inefficiencies and improvements across Care Center. SME for Speech and Scorecards/Dashboards.• Managed business projects and researched various Key Performance Indicators to understand current service excellence obstacles, recommend various options for improvement, etc.• Researched and benchmarked current industry trends to stay in touch with technology advancements and best practices.• Developed operational dashboards, bringing focus to KRI’s and created operational scorecard reporting.• Provided in-depth analysis of Work at Home statistics to improve performance of program.• Developed Speech Analytics into efficient tool used for identifying opportunities and call type tracking.• Completed overtime analysis, identifying inefficiency and potential abuse.• 2013 PNC Achievement Award | 2013 PNC Circle of Excellence Award. Show less

Kalamazoo, Michigan, United States

• Responsible for budgeting and managing compensation expense of over $28MM in Michigan retail branch market. o Oversaw budgeting and managing staffing mix within Michigan retail branch network, which included 940+ retail branch employees. o Assisted with budget and management of market level $2.7MM direct expense budget.• Continuously provided compensation, expense, and headcount analysis to retail leadership while assisting with meeting strategic objectives. o… Show more • Responsible for budgeting and managing compensation expense of over $28MM in Michigan retail branch market. o Oversaw budgeting and managing staffing mix within Michigan retail branch network, which included 940+ retail branch employees. o Assisted with budget and management of market level $2.7MM direct expense budget.• Continuously provided compensation, expense, and headcount analysis to retail leadership while assisting with meeting strategic objectives. o Served as Verint Impact 360 staffing model liaison for Michigan retail branch market while assisting management with appropriate staffing mix recommendations and weekly scheduling issues. o Responsible for performing branch site visits to review and time processes and gain knowledge on how to implement strategic changes into staffing model. o Identified and implemented branch operational efficiencies with savings totaling over $780k within Michigan market. o Designed and managed work plan to rollout PNC’s staffing model to Michigan retail branches. o 2010 & 2011 PNC Achievement Award in Branch Support Leadership. Show less

Kalamazoo, Michigan, United States

Maintained retail branch network staffing model, developed and implemented branch activity methodologies. Oversaw forecasting, analyzing, and generating annual FTE budget for over 1,400 branches. Successfully implemented and maintained staffing model for entire retail branch network. Identified operational efficiencies with savings totaling over 216 FTE. Partnered closely with retail branch management to provide data to assist in key business decisions (consistently delivered results average of… Show more Maintained retail branch network staffing model, developed and implemented branch activity methodologies. Oversaw forecasting, analyzing, and generating annual FTE budget for over 1,400 branches. Successfully implemented and maintained staffing model for entire retail branch network. Identified operational efficiencies with savings totaling over 216 FTE. Partnered closely with retail branch management to provide data to assist in key business decisions (consistently delivered results average of five days ahead of schedule). Show less

Holland, Michigan, United States

Developed and implemented annual strategic plan for operations and technology, including threeyearforecast. Responsible for identifying, researching, and creating opportunities for efficiencies throughout organization. Successfully managed and implemented comprehensive disaster recovery process including technology implementation to ensure constant connectivity, data back-up, and operational processes. Successfully led and implemented remote item capture process essentially eliminating… Show more Developed and implemented annual strategic plan for operations and technology, including threeyearforecast. Responsible for identifying, researching, and creating opportunities for efficiencies throughout organization. Successfully managed and implemented comprehensive disaster recovery process including technology implementation to ensure constant connectivity, data back-up, and operational processes. Successfully led and implemented remote item capture process essentially eliminating ongoing staffing. Centralized redundant and inefficient bank processes including vendor coordination, contract management, bank audit processes, and federal examination points of contact. Show less

Grand Rapids, Michigan, United States

Planned and executed technology related projects for Supply Chain Merchandising Application Development, Network Services (WAN), Network Client Services, ITS Security, and Architecture.Successfully designed and implemented milestone management process for major cross-functional program, resulting in more focused approach to managing multi-project effort. Assisted with re-design and implementation of focused and organized approach to project management within technology department… Show more Planned and executed technology related projects for Supply Chain Merchandising Application Development, Network Services (WAN), Network Client Services, ITS Security, and Architecture.Successfully designed and implemented milestone management process for major cross-functional program, resulting in more focused approach to managing multi-project effort. Assisted with re-design and implementation of focused and organized approach to project management within technology department. Successfully developed focused reporting allowing technical leads to focus on critical project tasks. Successfully managed project for combined buying initiative allowing corporation to combine buying power for increased margins. Show less

Kalamazoo, Michigan, United States