Michael Falter Email & Phone Number

Kettering, Ohio

Responsible for fraud prevention, detection, and underwriting regarding inbound calls to fraud call center. Assist customers in identifying fraud on accounts, taking appropriate actions to mitigate risk and report fraudulent activity to the investigations team. Screen credit applications to decline fraudulent applications and approve legitimate applications. • Quality scores consistently in the top 1% of team.

Keybank, Dayton Oh

Promoted to position responsible for ATM vandalism tracking, including coordinating efforts with physical security, corporate risk and insurance, and property management for prevention and cost reparation. Managed the ATM receipt paper program. Served as the departmental lead for first line/second line maintenance contract RFP and cash-in-transit RFQ. Responsible for all aspects of the first line/second line maintenance contract negotiations and chaired the business reviews for these vendors. • Served as ATM Performance Management Vendor Manager for a multi-million dollar ATM network of over 1,400 terminals.• Received KUDOS Award from Albany National Alarm Center for reducing false alarms by 90%.• Recouped over $100K in vandalism costs annually for the ATM Channel LOB. • Reduced receipt paper costs by $21K in annual savings by successfully partnering with corporate sourcing during consumable contract negotiations. • Through enforcement of the hardware service provider SLAs and cash-in-transit vendor contracts, assisted in the collection over $88K in non-performance penalties.• Manager of the receipt paper program. Completely restructured the program, including reassigning the cost centers and reducing inventory, resulting in annual savings of $16K. • Eliminated 11,000 hours of unnecessary downtime annually through analysis of Gasper reporting.

Dayton, Ohio Area

Promoted to position that expanded existing responsibilities to include being the Team Lead for ATM Support in business contingency planning and ADA compliance tracking. Managed projects involving consumable supplies cost reduction and service provider conversions. Departmental lead regarding ADA guidelines. • Received a letter of commendation from CEO for efforts during the Hurricane Irene natural disaster. • Created comprehensive ADA spreadsheet to streamline compliance efforts, this led to process improvements to mitigate risk. These efforts protected KeyBank from the threat of litigation, non-compliance fines, and ensured customer privacy. • Served as project manager for a continuous improvement initiative to require bank branches to incur the cost of deposit ink cartridges for branch serviced ATMs. Resulted in an annual savings of over $20k for the ATM Channel LOB.• Reduced controllable faults of two primary cash-in-transit vendors, Loomis and Brinks, by 73% and 29%. • Proposed continuous improvement suggestion that second line maintenance contracts require prior approval for out of scope charges exceeding $1k. Suggestion was implemented and resulted in annual savings of over $10k.• Received Certificate of Appreciation for outstanding effort and dedication, 2006.• Assisted department in achieving Exceeds Performance rating CSL (Customer Service Level) of 78.59% by answering phones during periods of high call volume and escalating calls as warranted.

Dayton, Ohio Area

Promoted to position as Escalation Team Lead for KeyBank’s entire ATM network of up to 2,200 ATMs. Duties included the SLA tracking and scorecarding for all hardware service providers, as well as the management of the ARCO/BP relationship for ATM Network Management. Assisted help desk by handling overflow calls in queue and escalating calls as needed.• Represented department on Dayton Site Committee including planning, setup, and implementation of employee engagement events.• Received Service Quality Award for outstanding performance, 2003.

Dayton, Ohio Area

Responsible for scorecarding and enforcing SLA’s for the cash-in-transit vendors, as well as first line and second line service providers within the West Coast and Rocky Mountain Regions. Served as the escalation contact for service issues within these regions, including after hours pager responsibilities and all issues involving 600 ATMs inside of ARCO/BP Gas Stations. • Received the 2002 Key Difference Award for the Mid-West Region.• Performed help desk phone support functions by providing technical support to internal and external customers.

Dayton, Ohio Area

Researched ATM data regarding performance metrics for the West Coast cash-in-transit and hardware service providers. Chaired vendor business reviews. Ordered supplies for the cash-in-transit vendors.

Help Desk Analyst Certification, Computer Information Systems

Activities and Societies: Phi Theta Kappa International Honor Society of the Two Year College,Who’s Who Among Students in American Junior.

Bachelor Of Science, Financial Services, Finance, General

Activities and Societies: Sigma Phi Epsilon Fraternity, Ohio Pi Alumni Operations Director Financial Services ClubI was a member.

Education record