Michael Minotti Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, United States

Charlotte Metro

Charlotte, North Carolina Area

Direct multiple operational verticals within the Client Service and Technology organization – 4 direct report managers across 2 business sites with $7MM annual budget providing centralized remediation, implementation support and complex calculation services for individual and institutional clients.• Handled over 100,000 complex transactions annually in support of Clients, Participants and multiple internal lines of business; Institutional and Beneficiary Relationship teams, Transition Management.• Delivered favorable bottom line budgetary results and efficiency gains by driving a culture of continuous improvement and operational discipline. • Reduced headcount by 15% by enhancing dashboard and metric reports, and implementing an actionable pipeline portfolio of cost saving initiatives.• Increased 60% BPO staffing with six figure cost savings impact by moving work to low cost environment.• Lowered service level agreement targets and on-hand inventory by 50% through cross training and elimination of non-value-added work, all resulting in improved Client experience.

Glens Falls, New York Area

Directed the end to end strategy, process excellence, customer experience, and operational performance of the company’s personal insurance line policy transactions. Included 5 direct report managers leading ~100 employees across 3 US locations and $7MM annual budget.• Provided policy processing, underwriting and billing phone support for approximately 10 million transactions per year for customers, agents, BPO vendors and business center personnel. • Improved quality, production and turnaround time operational metrics through implementation of automated reporting dashboards.• Reduced turnaround time by 5 days and work queue volume reduction of over 40%. • Delivered over $1MM of cost savings through strategic business center migrations, moving work of over 40 associates to BPO and a reduced team footprint, all while maintaining service levels metrics. • Created a robust process improvement pipeline to realize consistent cost savings and improve customer/agent experience and effective management of financial data and operational budgets.

Troy, Ny

Managed processing and call center of the company’s legacy mailing business. Included the management of 3 direct report managers and 50 employees across 3 US locations, a $3.5 million budget, and $500 million in annual new lease, sale, and rental revenue.• Increased operational efficiency through process improvement; reduced cost per order by 20%, and rework rates 15%. Cycle time decreased by 12 hours, and eliminated $10K in annually printing costs. • Improved employee satisfaction by 70%; Created employee committee, increased communication with associate and all management levels by celebrating success and employee empowerment. • Led a global cross functional team responsible for strategically transforming the Enterprise Order Management processes; Implemented E-Signature, electronic order capture, and work-flow technology. • Established and executed the strategic direction of an Outsourcing strategy, including vendor selection, SOW contract, transactional pricing and forecasting model. Resulted in over $500K steady state annual savings.

Shelton Ct

Training and Procedures AnalystCredit and Documentation Specialist Leasing Associate

Bs, Business Administration

Activities and Societies: Cum Laude, Deans List, Member Senior Scholars and Career Development Programs

Masters, Finance

Activities and Societies: With Honors