Angela Katkin

• Day-to-Day operations, manager for 2 Associates, 3 Senior Analysts, 3 Analysts and 45 FTE
• Reduced L1 and L2 complaints by ~30% by streamlining processes and implementing cost-saving measures
• Managed large-scale projects, ensuring timely completion within budget constraints

Platform Solutions, Head of Servicing Operations, Partnership with Apple, 3 vendor relationships, 300+ FTE, 50 processes owner, portfolio of 1.2M accounts with 12 billion in deposits since launch on 4/17/23

• Accountable for Apple Card Savings Account build/launch strategies and day-to-day management of Front Office, Back Office, and Advocacy departments. Collaborated with stakeholders to establish performance metrics, scorecards, staffing/WFM, system and agent readiness. Delivered BPMs for 50+ processes, 200+ resources, training/nesting materials, Tableau reporting and over 500 Business Controls
• Partnered on initiatives that are anticipated to reduce operating costs in Platform Solutions division, up to 90 million by end of 2024

• Direct manager for 6 team leaders and their 100+ FTE who assisted customers via inbound and outbound phone calls
• Department lead of supportive teams across multiple areas including Escalations, Customer Care, Technical Care and Specialty Servicing
• Led flex-training and blended 4 teams into one department, resulting in 25% increased efficiency

• Manager of 2 internal Analysts and 1 Senior Analyst, 6 vendor relationships and process owner for 500+ communications in Marcus Digital Library
• Increased department efficiency by 20% through building and implementation of 20+ campaign playbooks for Savings and Invest
• Improved customer experience and mitigated risk by reducing email bounce backs by 79%

• Day to day performance management of up to 20 telephone banking specialists, 38 of which were promoted
• Led Nesting program for in-office and work from home;

Interim Vendor Relationship Manager, increased productivity by 50%

• Implemented December 2020, designed Marcus360 Call Flow

• Maintained productive relationships with new and existing clients
• Originated loans and expanding client deposit base within branch geographical area
• Trained, coached, supervised branch staff of 6
• Created environment that influenced use of technology to meet customers’ needs

• Responsible for day-to-day operations of up to 40 FTE
• Developed and Implemented On-the-Job Training Program, implemented across three Contact Center sites
• Launched Overnight Team
• Multiple top performer awards

Start-up business, sold to staff in 2011, 2 locations, celebrating 25 years in business (2023)

• Adjunct Faculty at Lincoln Park Performing Arts High School
• Graduates are working professionals on Broadway, Television, Disney, and Cruise Lines
• 3000 client book of business
• Multiple local Best of the Best awards
• Nationally recognized competitive program