Mike Decarlo Email & Phone Number

Norwalk, Connecticut, United States

Cultivate relationships and assume full responsibility for designated accounts.Collaborate with internal and external stakeholders to ensure budgeted price increase revenue goals are met, averaging $3.6MM/year.Onboard and integrate new partners upon completion of their respective Marketing Agreement.Managed development of Acct Manager and Intern.Identify.

Greater New York City Area

Ensured marketing review timelines are met by partners while minimizing impact to response rates, yielding an average of 54K policies per year.Delivered monthly reporting of key performance metrics to partners and provided strategic input for improvement.Served as primary contact to resolve for Customer Service/Billing issues by collaborating with partner.

Ensure all exceptions/rejections are processed by the partner interface analysts within the assigned SLA. Analyze rejection trendings to determine root cause and help implement enhanced processes to minimize exceptions and rejections. Review and manage partner audit reports on timely basis. Act as liaison between Partner Interface team, IT, Call Center.

Served as primary point of contact for branded programs to clients and internal teams. Subject Matter Expert for products with both large financial institutions and regional banks, responsible for understanding all product facets including benefit configuration, website structure and content of both offline and online communications.

Managed customer relations and retention efforts with multiple products. Represented call center interests on meetings/business reviews with client. Honed leadership skills through coaching and development of 2 direct reports.

Demonstrated commitment and problem-solving as internal connection to call center. Trained call center agents for major company initiatives including security breach product and credit vendor transition. Developed leadership skills by training 3 new team members and managing development of 1 direct report.

Built relationships as liaison between call center and internal teams. Identified and resolved gaps in agent understanding through focus groups and training sessions. Facilitated communication flow to and from call centers.

Managed client relationships for customer acquisition programs for catalog / direct-response accounts, including JC Penney, Harbor Freight and Guthy Renker. Developed call center script enhancements. Worked with internal teams to create system improvements and account organization.

Ba, Communications

Education record