Customer Support Service Delivery

Michael H. Samuels

Mobile: 704-***-****

Email: *******.*********@*****.***

PROFESSIONAL QUALIFICAITONS

I am a result oriented Banking professional with a proven track record of meeting all ascribed deadlines with distinction. I am seeking a position in operations support, management, customer support or related field in which I can showcase my leadership, communicative, problem solving and negotiation skills.

EDUCATION & TRAINING CERTIFICATIONS

Bachelor of Arts in Computer Science

University of North Carolina at Charlotte

Completed Coursework in Information Technology

Central Piedmont Community College (2014)

Microsoft Word Specialist course (June 2018).

Goodwill University

Microsoft Essentials For Business (March 2021)

Goodwill University

Advanced Microsoft Excel Specialist course (February 2022)

Certiport/Microsoft

Certified Treasury Professional (CTP/CCM) 2003-2016

Association for Financial Professional

Accredited ACH Professional AAP 1999 - 2014

National Automated Clearing House Association

Primary Leadership Development Certificate

United States Army (Reserve)

PROFESSIONAL ACCOMPLISHMENTS

Benchmarked with internal business partners and external business entities to identify and implement best practices that resulted in highly productive and efficient teams.

Utilized six sigma resources for implementation of continuous process improvement.

Encouraged and coached team members in their professional development with over 50% of team members on the ACH (Automated Clearing House) Schedule Control Group attaining the AAP (Accredited ACH professional) certification.

Actively participated in five bank mergers (acquisitions), divestitures and internal consolidations.

Worked on project team which developed process which converted ACH transactions to wires and was

Implemented for contingency purposes

Achieved reduction, by 15%, the time it took for Technical Specialists to resolve customer issues.

Developed a robust partnership with internal business units which optimized corporate customer relationships.

Organized team which resolved over 98% of all calls on the first interaction between team members and customers.

Leveraged business partners’ relations which provided consistent quality service for our corporate clients.

Managed collaboratively and slashed department’s budget by 10% efficiently balancing spending with business needs, while ensuring the continuation and enhancements of services.

PROFESSIONAL EXPERIENCE

Ettain Group, North Carolina, February 2019 to May 2020 (Wells Fargo Bank - Contractor)

Business Systems Consultant: Provided subject matter expert support to groups working on Faster payment using ACH as the payment rail. Used Agile methodology in developing sprints for Real Time Payments project. Developed user stories for validation testing. Worked on defining and analyzing entities on the ACH processing system necessary for compliance, risk and audit purposes.

The Norman Group, North Carolina, October 2015 to April 2017 (Wells Fargo Bank- Contractor)

Business Process Consultant: Managed workflow for processing international electronic wires across 2 sites (Charlotte &Hong Kong). Identified knowledge gaps amongst team members and recommended appropriate training. Gathered information through interviews and observations in order to build requirements for process improvement solution. Convened daily meeting with managers in Charlotte and Hong Kong to ensure capabilities and strategies needed to meet or exceed daily production requirements. Ensured Standard Ordered Funds transfer were completed and reviewed (signed off on) Daily Reconciliation Reports. Ensured that Supplementary Funding to CHIPS were made timely.

Primary Care Provider, April 2013 to March 2015

Participated in several non-profit volunteer activities.

Wachovia/Wells Fargo, Charlotte, North Carolina, October 2009 to February 2013

Operations Manager: Effectively managed ACH Customer Support team whose primary responsibility included resolving corporate and retail customers’ issues pertaining to payment transactions. Counselled, hired and prepared performance evaluations. Evaluated Technical Specialists calls to identify telephone etiquette, knowledge gaps which resulted in stellar team performances. Developed formal and informal training activities for the all team members which included new developments and changes pertaining to the payment systems. Prepared the annual operating budget for planning and control purposes. Worked with Treasury Services to respond to RFI’s and RFP’s. Participated in quarterly business planning sessions and ACH Services Leadership meetings ensuring goals set were achieved. Played an active role in consolidation of Wachovia’s and Wells Fargo’s ACH Customer Support Team. Assisted in managing the schedule control group whose primary responsibility included collection and distribution of ACH corporate files. Advised corporate customers on file formats and NACHA’s rules and regulations governing the payment system. Resolved abstruse issues with a high degree of efficiency.

Wachovia Bank N.A., Charlotte, North Carolina, March 2002 to October 2009

ACH Customer Support Manager: Managed the ACH Customer Support group. Convened monthly meetings for team members keeping them apprised on all payment systems developments and attended to all concerns. Identified and ensured that any mandatory developmental and professional enhancement courses were on target or completed. Monitored individual and overall team member’s monthly statistical reports which included call volume, response, and resolution time. Identified variances in performance if company targets were not met and instituted corrective actions for any inexactitude. As Subject Matter Expert, coordinated processes when ACH files were converted to wires. Developed strategies that enhanced customer experience. Maintained productive relationship with Treasury Management, Fraud Audit, Risk, Compliance, IT and Product Management.

First Union National Bank, Charlotte, North Carolina, September 1994 to March 2002

Schedule Control, Database and EDI Manager: Managed team that spanned two shifts whose primary responsibility included origination and distribution ACH and EDI files and setting up corporate customer’s profiles on the Pep+ (Paperless Entry Processing) Database. Partnered with Treasury Operations and Risk Management in designing new customer products. Championed a lead role in planning and executing consolidation of ACH file processing groups during the acquisition of First Fidelity, Corestate, Legacy Wachovia and Signet banks by First Union. Monitored qualitative and quantitative performance of team members. Ensured that the adequacy of internal controls, backup systems, and disaster recovery plans were maintained and operational. Forecasted and compiled monthly service delivery and quality control reports.

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