Matthew Marino

Matthew Marino Email and Phone Number

Results focused operations leader with passion for business transformation @ Prudential Financial
Matthew Marino's Location
Haverhill, Massachusetts, United States, United States
Matthew Marino's Contact Details
About Matthew Marino

My willingness and desire to tackle strategic business challenges has allowed me to continuously develop and apply new skills throughout my career. I greatly enjoy developing and leading high performing teams that can deliver results on the top challenges/opportunities our organization may face. The teams I have led significantly reduced operational expenses, increased revenue, and improved customer satisfaction across multiple industries including Insurance, Financial Services, Banking/Lending, Utilities, and Technology. Experienced in leading operational teams across the customer life-cycle including: sales, service, billing/revenue cycle management, claims, and collections through multiple channels with extensive experience in the contact center space. My passion for continuously improving the operational areas I've managed has led me into roles leading enterprise support capabilities spanning across Strategy, Planning and Analysis, Vendor Management, Process Automation, Process Improvement, Strategy Deployment, Management System Development (LEAN) and Technology.Demonstrated Areas of Expertise: Robotic Process Automation (RPA), Artificial Intelligence and Machine Learning (AI and ML), Workforce Management (WFM), Planning and Analysis, Budgeting and Forecasting, Vendor Management, Client Services, Customer Service, Sales, Strategic Planning, Call Center Technology, Six Sigma Black Belt, FP&A, Process Improvement, Project Management, Collections, Billing,

Matthew Marino's Current Company Details
Prudential Financial

Prudential Financial

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Results focused operations leader with passion for business transformation
Matthew Marino Work Experience Details
  • Prudential Financial
    Vice President, Digital Capabilities
    Prudential Financial Jan 2024 - Present
    Newark, New Jersey, Us
    Responsible for creating a comprehensive digital business strategy for Group Insurance with emphasis on e-Delivery and self service capabilities that deliver exceptional customer and client experience. Will work in partnership with business technology team to establish our strategic roadmap. Will co-chair the newly created Customer Experience Council to ensure key stakeholder needs are cared for as we accelerate the development and deployment of best in class capabilities.
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  • Prudential Financial
    Vice President, Product Owner Customer And Digital Team
    Prudential Financial Dec 2021 - Jan 2024
    Newark, New Jersey, Us
    Promoted into new role responsible for collaborating with other Product Owners, Business Leaders, and Technology Teams to define customer journeys and build user-focused digital tools to drive customer experience
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  • Prudential Financial
    Director Service Optimization, Transformation Center
    Prudential Financial Oct 2018 - Jan 2022
    Newark, New Jersey, Us
    Recruited into new role, responsible for leading enterprise approach to process optimization as part of newly formed Transformation center.
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  • Unum
    Avp Lean Management- Operational Effectiveness
    Unum Apr 2016 - Oct 2019
    Chattanooga, Tn, Us
    Promoted by CEO to lead and deploy LEAN management program across Unum US operations. This framework was developed and tested in my prior role leading to significant reduction in operational cost while simultaneously improving customer experience and employee engagement.As part of the transformation office, I was responsible for the leadership of internal consulting practice that included enterprise level responsibility for: continuous improvement/process re-engineering, LEAN management system, the build out of our Customer Experience office, and process automation via Robotic Process Automation COE.
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  • Unum
    Avp, Policy Services
    Unum May 2014 - Apr 2016
    Chattanooga, Tn, Us
    Recruited to develop and lead team of service specialists providing multi-channel support to the clients, brokers, and HR professionals covered by Unum's Individual Disability Insurance.Directly responsible for developing and deploying new processes designed to improve customer satisfaction while driving bottom line profitability for our executive benefits product. My efforts in this role included introducing LEAN management practices to a team of approximately 100 employees. The demonstrated improvements in Customer Experience, Operational Efficiency, and Employee Engagement resulted in being promoted to new role scaling this management system across all of the Unum US operational areas.
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  • Fidelity Investments
    Director Site Operations Ngcc (Next Generation Contact Center)
    Fidelity Investments Jan 2014 - May 2014
    Boston, Ma, Us
    Led complex portfolio of projects in support of the deployment of entirely new contact center technology. Projects spanned across telephony, workforce management, and process improvement with emphasis on driving customer satisfaction, retention of customers, and sales performance.
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  • Liberty Mutual Insurance
    Director Distribution Operations
    Liberty Mutual Insurance Sep 2012 - Sep 2013
    Boston, Ma, Us
    Promoted to new role which expanded responsibility to include WFM and telephony support for multi-site sales call center team and also wide spectrum of IT responsibility including Help Desk, application development and support, and the campaign management execution team.
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  • Liberty Mutual Insurance
    Director, Resource Management
    Liberty Mutual Insurance Aug 2011 - Aug 2012
    Boston, Ma, Us
    Responsible for resource planning, scheduling, forecasting, telephony systems and related policies and procedures for all CRC (Customer Response Center) sites and field service. Advise and provide effective solutions to complex resource management issues and partner with management to implement resource planning solutions for CRC and field service.
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  • National Grid
    Director Customer Service Operations (Wfm, Planning And Analysis)
    National Grid Nov 2008 - Apr 2011
    London, London, Gb
    Recruited into multi site call center to develop and lead the workforce management, vendor management, financial planning and analysis, reporting and analytics, PMO, and business process improvement functions across US customer service organization which spanned across five locations 2,000 FTEs, and approximately $200M in OPEX.
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  • Navisite
    Director, Financial Planning And Analysis
    Navisite May 2008 - Nov 2008
    Andover, Ma, Ma, Us
    Reported directly to CFO, responsible for financial planning and reporting needs of international technology company with offices in US, UK, and India.
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  • First Marblehead Corporation
    Director, (Multiple Titles) Wfm, Client Services, Reporting And Analysis
    First Marblehead Corporation Dec 2004 - May 2008
    Boston, Ma, Us
    Developed and implemented teams and processes to improve efficiency, drive sales, and increase customer satisfaction.Implemented workforce management team, and developed processes which reduced headcount, increased SLA attainment, and met key client needs.
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  • Putnam Investments
    Forecast Analyst (Multiple Positions Held)
    Putnam Investments Jan 1998 - Dec 2004
    Boston, Massachusetts, Us
    Held variety of roles as a result of numerous promotions within the customer service team including: agent, team lead, business analyst, intraday analyst, scheduler, and forecast analyst.
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Matthew Marino Skills

Vendor Management Call Centers Forecasting Management Process Improvement Leadership Workforce Management Six Sigma Analysis Business Analysis Call Center Strategic Planning Project Management Business Process Improvement Financial Services Change Management Customer Service Analytics Project Planning Sales Crm Performance Management Strategy Cross Functional Team Leadership Program Management Budgets Erp Customer Experience Team Leadership Contact Centers Financial Reporting Telephony Operations Management Customer Satisfaction Outsourcing Client Services Financial Analysis

Matthew Marino Education Details

  • Worcester Polytechnic Institute
    Worcester Polytechnic Institute
    Operations Analytics And Management
  • Worcester Polytechnic Institute
    Worcester Polytechnic Institute
    Management

Frequently Asked Questions about Matthew Marino

What company does Matthew Marino work for?

Matthew Marino works for Prudential Financial

What is Matthew Marino's role at the current company?

Matthew Marino's current role is Results focused operations leader with passion for business transformation.

What is Matthew Marino's email address?

Matthew Marino's email address is ma****@****ial.com

What is Matthew Marino's direct phone number?

Matthew Marino's direct phone number is +160393*****

What schools did Matthew Marino attend?

Matthew Marino attended Worcester Polytechnic Institute, Worcester Polytechnic Institute.

What are some of Matthew Marino's interests?

Matthew Marino has interest in Children.

What skills is Matthew Marino known for?

Matthew Marino has skills like Vendor Management, Call Centers, Forecasting, Management, Process Improvement, Leadership, Workforce Management, Six Sigma, Analysis, Business Analysis, Call Center, Strategic Planning.

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