Gregory J. Micheaels
Phoenix,AZ
Summary
Experienced leader with extensive knowledge, adept at driving team success and achieving organizational goals. Proven track record in managing cross-functional teams, fostering collaboration, and implementing strategic initiatives. Skilled in leveraging strong communication and interpersonal abilities to build and maintain relationships with stakeholders at all levels. Demonstrated expertise in problem-solving, decision-making, and adapting to dynamic business environments. Committed to continuous learning and professional development to stay ahead in an ever-evolving industry.
Overview
12
12
years of professional experience
Work History
Portfolio Service Advisor II
SVB - First Citizens Bank
01.2022 - Current
- Resolved complex escalations in client management.
- Identified opportunities to improve efficiency in the operations of Startup Banking Support.
- Facilitated education for clients and team members regarding OFAC and SWIFT rules to maintain adherence.
- Maintained high priority Risk and Fraud standards throughout all practices.
- Oversee CRM/SLA data tracking through team dashboards.
- Compiled and presented CRM-based datasets in an organized report format for leadership assessment.
- Operated variety of RA/client support cases within CRM interface.
- Perform routine testing on latest patches and updates in Treasury products.
- Maintained high customer satisfaction standards to meet or exceed targets.
Sr. Lead CCS Relationship Specialist II, Officer | Level 2 Support
Bank of the West
12.2019 - 01.2022
- Ensured seamless functionality of bank systems for diverse user bases.
- Resolved advanced issues within the Treasury Solutions team.
- Utilized data-driven insights to enhance the operational efficiency of Client Service teams.
- Served as interim Manager throughout the vacancy period in 2020.
- Oversaw international financial services for clients worldwide.
- Executed top-tier trainings for important customers.
- Executed regular evaluations of new patches and updates for current Treasury items.
- Resolved complex wire transfer issues efficiently.
- Leveraged data-driven insights to identify potential areas of improvement in account management processes, leading to enhanced client experiences.
Sr. CCS Specialist | Level 2 Support
Bank of the West
02.2018 - 12.2019
- Handled incoming calls from Cash Management clients
- Managed all escalations within the Cash Management department
- Ran extensive tests on new updates for Cash Management products
- Provided trainings for Bank employees on Cash Management products
- Acted as administrator for Cash Management product (EDS)
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Online Support Representative
Avnet Inc.
09.2017 - 02.2018
- Managed web user accounts and provided application support to all web users
- Generated, analyzed, and presented all team reporting
- Solved client issues through phone and web chat program
- Achieved Power Bi certification to create and operate reporting dashboard for the online support team
- Operated as acting manager for Microsoft Dynamics program used for customer service cases
- Ran regression tests for our new website launches and tested for defects on the website
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Collaborated with team members to develop new strategies for resolving complex customer inquiries.
Partner Champion
Insight Direct USA
08.2015 - 07.2017
- Worked with internal and external sales teams to provide best products/solutions for customers through partner collaboration
- Provided product knowledge and training to sales teams and customers
- Participated in multiple trainings on the competitive software/hardware landscape
- Partnered with various vendors to help drive sales through contests and events
- Increased Ivanti Software's revenue 34.6% in 2016
- Grew GP from Ivanti Software's sales by 42% in 2016
- Increased New business in U.S
- Accounts by 68%
- Won Ivanti Software's NSP Partner of the Year award for 2016
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
Associate
Institute for Supply Management
06.2014 - 12.2014
- Managed and updated speaker databases for upcoming conferences
- Marketed upcoming conferences to company executives and other business professionals
- Created conference and seminar surveys to assess quality of instructors
- Taught a seminar on accounting in supply management for Dell Inc
- Employees and executives
Operations Manager
Elsje's Fashion Floors
05.2013 - 08.2013
- Operated the store database and organized potential client contacts and supplier information
- Provided face-to-face customer service at location
- Negotiated product pricing with manufacturers and suppliers
- Acted as on-site manager in supervisor's absence
Education
Bachelor of Applied Science - Operations Management IT
Arizona State University
Tempe, AZAssociates of Applied Science - Computer Information Systems
Scottsdale Community College
Scottsdale, AZSkills
- Operations Management
- Data Analysis
- Risk Analysis
- Cash Management
- Customer Service
- Wire Operations
- ACH
- SQL
- Management
- Leadership
- Microsoft Excel
- Python programming
- SQL proficiency
- Salesforce CRM
- JIRA software
- Team leadership
Timeline
Portfolio Service Advisor II
SVB - First Citizens Bank
01.2022 - Current
Sr. Lead CCS Relationship Specialist II, Officer | Level 2 Support
Bank of the West
12.2019 - 01.2022
Sr. CCS Specialist | Level 2 Support
Bank of the West
02.2018 - 12.2019
Online Support Representative
Avnet Inc.
09.2017 - 02.2018
Partner Champion
Insight Direct USA
08.2015 - 07.2017
Associate
Institute for Supply Management
06.2014 - 12.2014
Operations Manager
Elsje's Fashion Floors
05.2013 - 08.2013
Bachelor of Applied Science - Operations Management IT
Arizona State University
Associates of Applied Science - Computer Information Systems
Scottsdale Community College
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