Manager Customer Service
Resume:
John DiGaetano
**** ******** ***, ******** *******, MI 48310
**************@*****.***
www.linkedin.com/in/johndigaetano
Career Profile – Technology Product and Process Executive
Innovative, charismatic, and entrepreneurial-minded executive with a proven record of developing teams to build
and refine scalable technology solutions. Reputation for integrity, exceeding goals, and dedication.
Independent Consultant
December 2014 - Present
• Manage organizational initiatives impacting structural and cultural direction and objectives.
• Liaison between vendor and senior management. Provide recommendations for next steps and manage
projects to ensure completion on time and within budget.
• Re-engineer processes, ensuring maximum efficiency and return on existing investments.
Michigan First Credit Union, Lathrup Village, Michigan
Vice President – Virtual Services
August 2012 – November 2014
• Oversaw all Technology product offerings for Michigan First Credit Union, including Mobile and Online
Banking, Debit Cards, 46 ATM Machines, the Voice Response Unit, and Coin Machines.
• Led team in ideation, development and implementation of Mobile and Online initiatives. These changes
resulted in an 83 percent reduction in associated call volume, or 3.65 Full Time Employees.
• Responsible for all customer facing transactional websites and Interchange channels, netting a 19%
increase over calendar year 2012, surpassing budgetary goals by 11%.
• Oversaw the conversion and integration of nine customer-facing products during a company driven core
system conversion.
Electronic Banking Manager
January 2010 – August 2012
• Increased Online Banking adoption by 3,500 monthly or 10,500 quarterly, resulting in an increase of
47,450 transactions per month or 73,000 transactions per quarter.
• Led the implementation of new products and processes for the online and mobile spaces. Managed five
vendor relationships for six product types.
• Provide weekly status updates to the CEO/President with prospective opportunities to eliminate or reduce
costs, as well as avenues for growth in and out of the online space.
• Implemented member personality testing in all online and mobile channels, which provided for
documented individualized customer service practices, both face to face and virtually.
Comerica Incorporated, Auburn Hills, Michigan
Vice President – Online Banking
August 2007 – March 2009
• Managed competitive analysis and alignment of Online Banking with supporting technology. Oversaw the
research and design of requirements, user and technical interfaces, workflows, testing and success
audits. Approved customer facing marketing materials for use in emails, the online user interface,
customer statement insert/mailers, banking center promotional items, external emails and in-product
messaging.
• Developed and implemented processes to streamline the Online Banking application, mortgage, loan, and
visa check card processes. Included formulation of processes, workflows, project management,
executive communication, and liaison between technical and business areas.
• Implemented the new Comerica Online Banking product which retained competitiveness with peer
financial institutions through a new user interface, technology, and functionality . Functioned as the
technical to business liaison throughout the 14 month project.
• Lead the implementation of the government mandated multi-factor authentication, or secondary
authentication, project. Included managing vendor relationships, contract procurement, project
management, executive communication, liaison between technical and business areas, and formulation of
marketing/customer communication materials.
John DiGaetano
**************@*****.***
Page 2
Process Engineering Manager
June 2005 – August 2007
• In first year, refined multiple department processes which resulted in annual savings of over $250K
through personnel restructuring, while reducing turn-around times and error rates.
• Directed the project management, intranet system development, and process refinement of
telephone sales / service fulfillment.
• Developed and implemented programs including paperless fulfillment, online customer account
opening instructions and switch kits, and the improvement of existing technologies to reduce costs while
improving the customer experience.
• Mentored and developed eight direct reports. Five former direct reports have since been promoted.
Flagstar Bank, Troy, Michigan
Loan Operations Manager
October 2001 – June 2005
• Collection, formulation, and delegation of all mortgage loans. Reported to Senior Vice President,
communicating volume and trend analysis for process improvement.
• Co-authored proposal and led implementation of imaged mortgage documents to nine regional
offices. This change led to same day underwriting approvals and a reduction of two full time employees.
• Recruited, trained, and managed 48 employees to handle all imaged loan indexing at the
headquarters of Flagstar Bank.
Target Corporation, Sterling Heights, Michigan
Logistics Manager
June 1996 – October 2001
• Managed a team of 21 employees, 4 of which were mentored, eventually becoming management.
• Proposed, designed, and implemented new company wide logistical procedures resulting in reduced
product ordering and storage costs by $850K per year while improving productivity.
• Reduced team workforce by 50% resulting in $325K annual savings while decreasing logistical
transfer rate from 7 minutes to 3.
Education
• Corllins University – Bachelors of Business Administration in Management
Program Proficiencies
• Scrum/Agile Project Management
• Peer Programming
• Jira, Basecamp, Trello
• Server Oriented Architecture
• Lean Startup Methodologies and Prototyping
Web/Online Experience
• Search Engine Optimization (SEO)
• Search Engine Marketing (SEM)
• Business to Consumer (B2C) Websites
• Business to Business (B2B) Website
• Affiliate Marketing
Associations
• Innovate the Future
• Internet Banking Professionals
• eMarketing Association
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