Michael Casper Email & Phone Number

Newark, De, Us

New Castle, De

● Greet and assist walk-in customers to help them find a vehicle to fit their needs by following the established process● Determine what type of vehicle is right for customer through investigation, ● Walk customers out to the lot to see current inventory of New or Pre-Owned vehicles and provides suggestions● Provide a thorough walk around and demonstration of New and Pre-Owned vehicle’s specific features● Ride along with customers during test drives to be able to determine hot buttons and address any questions as they may arise● Present customers our Rewards program and explain all warranties and maintenance requirements for specific vehicle● Created business pages on various social media platforms in order to build a personal brand and promote the Toyota brand and generate new customers● Present numbers to customers and close them on payments, while maximizing the amount of gross in each deal● Keep e-Leads organizer up to date by following up with customers, responding to any and all questions via phone, email and text● Schedule times to reach out to existing customers via phone and email to remind them of our referral program and encourage repeat sales from existing clients● Continually build and update my knowledge on current and upcoming Toyota models as automobiles by studying capabilities of current models; researches on competition and developments in the industry● Consistently able to meet expected quota laid out by management, averaging 20 cars per month for the current year, while holding gross and selling a high percentage of add ons● Proactively assist new Product Specialists with training to help coach them on the proper process, guide them on proven ways to develop product knowledge and provide feedback ● Participated in the Emerging Leaders Club when nominated by my General Sales Manager in order to learn and better hone my skills to grow within the organization

Wilmington De

• Currently support Internet Sites and multiple Mobile Applications for Lines of Business throughout JPMorgan Chase• Efficiently manage production issues from beginning to resolution through effective online banking troubleshooting methodologies, including customer account investigation and triage, clear and concise on-going documentation of resolution efforts, and validation of implemented fixes• Establish sound, constructive working relationships with development and support teams across the firm, to ensure issues are brought to resolution with the appropriate level of urgency• Clearly and effectively communicate (both written and orally) to stakeholders and senior management the nature, impact and resolution efforts of all critical customer-impacting issues• Participate in quarterly production releases by validating correct functionality of customer-facing products and services, as well as internal support tools post-implementation• Document and share learned best practices with team members, regarding troubleshooting and resolution procedures for supported products and services.• Effectively manage a workload of on-going re-prioritization of changing customer impact and resolution requirements• Participate in a 24 x 7 Operational Support rotation for all online banking products and business processes• Multi-task effectively in a fast-paced environment

Newark, De

• Managed the Fee Billing Operation and Proof Teams consisting of 8 members in Newark, DE as well as Offshore Teams in Mumbai and Bangalore, consisting of 7 members• Resolved business critical issues, proactively monitored and recommended process improvements with either systems enhancements and/or manual procedural changes• Oversaw the Fee Billing processes and identified areas to drive automation and system enhancements• Effectively delegated team responsibilities given current commitments, ad-hoc requests and internal and external inquiries• Presented weekly and monthly metrics to Upper Management and various groups within GWM Ops and Finance• Managed working relationships with Subject Matter Expert in Middle Office and Operations, Finance, Technology and other internal/external customers• Created business solutions for control weaknesses and made assessments of risk analysis to prioritize workloads • Ensured timely and accurate response to queries from clients, custodians and other business groups • Responsible for accurately Preparing and Validating the calculations of fee’s using in-house systems, as well as Excel• Supervised the completion of various ad hoc financial analyses as requested by Account Management and Financial Reporting• Oversaw GWM Ops Data Protection efforts (e.g. Privacy Breaches, Clean Desk Policy, etc.)

Wilmington, De

• Demonstrated leadership expertise with the ability to positively motivate and encourage others• Managed and mentored a staff of 27 and provided advice and suggestions for improving service solutions• Established service level agreements with Client Support executives, management and business units• Managed a Testing team of 6 employees that developed project test plans for mobile applications, focused on usability and functionality and installed applications• Executed operational organization, planning projects and negotiations of allocation of IT resources• Assigned as Expert Counsel for strategic guidance to help teams throughout TCS engage effectively in Social Media• Analyzed and reported on the impact of social media outreach programs and refined strategy and tactics for future efforts• Ensured technical teams adhered to both internal and external customer commitments and goals• Worked closely with QA team and Project Managers to identify and prioritize testing defects

Baltimore, Maryland

• Managed and effectively executed training and leadership to a staff of 15 employees in order to aggressively dominate the mobile field of technology• Resolved compromising matters by managing an audit team of three employees that crawled and audited internet pages in order to optimize compliance with internal procedures• Monitored trends in social media, technology tools and other developments• Maintained blog posts, status updates, other social media content about Johns Hopkins services • Developed training materials and held training classes for the Level 1 thru Level 2 helpdesk• Created proposals and budget analyses and delivered solutions to increase profit and decrease outsourcing

Columbia, Md

• Managed a staff of 34 employees, as well as hired and trained new operational staff, provided supervision and leadership, executed evaluations, and handled disciplinary actions.• Directed residents, business, community and HOA issues within the Village of Owen Brown.• Handled public relations for the village association, including advertising village event activities and elections • Served as a liaison with Columbia Association, all other 9 villages, Howard County Council and MD State Government • Managed, prepared and oversaw the implementation of the Association’s budget in addition to the Association’s Annual Reports

Laurel, Maryland

• Managed a Help Desk Team consisting of 12 employees providing technical and operational support by efficiently researching, resolving, and responding to problems in a timely manner • Led meetings at the operational level, providing continuous feedback on project status and offering constructive options to ensure project tracks to original expectations• Defined scope, tasks, milestones and defined clear roles and measures of success for multiple projects simultaneously• Served as a liaison between multiple government agencies end-users and in-house technical development team to improve system performance and functionality• Led the Technical Development team in the analysis and design of new features and change requests• Developed and maintained training materials for the Seaport-e Support Team and end users

Gaithersburg, Md

• Managed remote customer engagements, responsible for the planning, organization, monitoring, reporting, and successful completion of these projects• Participated in the launch of the multi-million dollar business offering, Remote Delivery Services (RDS)• Project Manager on multiple engagements at customer locations ensuring proper execution of the SDLC, Functional and Performance Testing and meeting of Project schedule and timelines• Developed and executed test plans for all Remote Delivery engagements • Crawled client websites and created scripts using various load generation tools, in order to execute performance testing • Built in-house networks which mirrored external customer environments for individual engagements in order to execute remote testing• Managed all functional testing of Section 508 requirements for the Retirement Systems Modernization Project for the U.S. Government

Bachelor'S Degree, Managment Information Systems

Activities and Societies: During my time at Goldey-Beacom College I was a member of the Alpha Tau Omega FraternityAs an undergraduate.

Master Of Business Administration (Mba), Finance