Mike Baskin Email & Phone Number

Harrisburg, Pennsylvania, United States

Serve as portfolio owner for Visa and Amex portfolios for settlement functions. Providing transformation insights, variance resolution, and forecasting for operations and digital transformation.

Led initial effort across global bank to provide customer service and management with executive dashboard to monitor customer insights utilizing text mining. These insights were pulled social media, web chat, and call notes and allows the business to understand key drivers for for first contact resolution and trouble spots.Built internal SharePoint solutions and re-engineered internal processes to track time and resources committed to projects providing a holistic project management overview. These internal solutions allowed for greater understanding and defined cost allocation of resources to other parts of the business.Conducted A/B tests of various operational changes aimed at driving enhanced return on investment and improved customer satisfaction.Analyzed impacts of pending and new legislation and how changes would impact business operations and how those issues could be addressed.Created new management information system (MIS) to provide continual up-to-date dashboard of growth of digital communication channels throughout the bank and lines of business.Constructed multiple financial planning, budgeting, and forecasting models for different projects to understand revenue and growth potentials.Analyzed multiple ad-hoc analytic projects into certain product sub-segmentations using SAS and other advanced analytics software.Trained, mentored and assisted with candidate selection of junior analysts.

Computer Engineering

Computer Engineering