Jeffrey M Filsinger
Brookfield,WI
Summary
Call Center Supervisor with extensive experience in working with Senior Executives in Banks and Credit Unions. Highly-developed analysis and problem solving abilities. Expertise in supervising teams to meet high customer service levels and standards. Ability to team with cross-functional groups, including Sales, Account Management, and Product Development to conduct productive meetings and generate beneficial solutions. Key strengths include
Overview
13
13
years of professional experience
Work History
Call Center Personal Banker Sorting Supervisor
M&I Bank
Logistics Executive Team Leader Hardlines Executive Team Leader
Target
Product Manager, Business Solutions
Guaranty Bank / First Citizens B&T
01.2017
- Served as the Product Manager of the Savings Product Suite as well as the Online and Mobile Banking products for Guaranty Bank. Was tasked with revamping the products to ensure they met the Bank’s mission statement while still being competitive in the market.
- Submitted a business plan to update features to the Regular Savings and Kid Club accounts, based on analysis of the competitors in the market.
- Created a business plan for a Savings Program to encourage customers to saving after completing an analysis of similar plans offered by competitors in the market.
- Created a Business proposal to automate Deposit Operation functions for the Savings accounts that would eliminate errors and increase efficiency within the Deposit Operations team.
- Participated in work groups with CFSI to find ways to encourage customers to save.
- Reviewed Online and Mobile Banking products and features to find ways to improve the product.
Product Manager, FIG Product Operations
S&P Global Market Intelligence
01.2011 - 01.2016
- Served as Product Owner of Interest Rates product after Datatrac Corporation was acquired by SNL Financial. Implemented new Rates product into the SNL Financial platform, while continuing to analyze how to improve and expand the product.
- Developed and successfully implemented 8 new Interest Rate Reports into the SNL Financial platform within 6 months of acquisition.
- Responsible for strategic direction and management of the Interest Rate product, including prioritizing the future enhancements of the product.
- Managed 3 Product Releases a year, which included designing enhancements to the Interest Rate Product, working with development teams to implement enhancements, and fully testing enhancements to ensure no bugs prior to release.
- Completed client visits with executives at Banks and Credit Unions to understand trends and needs in the market to improve the Interest Rate Product.
- Worked with Sales and Account Management teams to help generate new sales based on the new Interest Rates product.
- Assisted Content team on designing new Data Entry System to increase efficiency and reduce errors.
- Lead Development Team complete 3 Product Releases a year, ensuring team meet deadlines and helping removing any obstacles that arose.
Senior Analyst, FIG Product Operations
S&P Global Market Intelligence
01.2008 - 01.2016
- Successfully transitioned to new position after SNL Financial was acquired by McGraw Hill Financial. Worked directly with Bank and Credit Unions Executive clients on their reporting needs. Took lead with crucial clients to ensure all needs were being met. Worked with Sales team to ensure client satisfaction. Trained new team members on the Rates product.
- Assisted Sales team with acquiring 2 largest Credit Unions as clients.
- Helped design training program for new Analysts.
- Participated in Outreach program to train clients on enhancements to product.
Sales Technician / Service Supervisor
Datatrac Corporation
01.2008 - 01.2011
- Worked with Banks and Credit Unions to provide Interest Rate reports for analysis. Led team of analysts to perform outbound calls to collect data. Supervised the customer service team to ensure Bank and Credit Union clients’ needs were being met.
- Ensured team was collecting data in a timely manner to provide reports to Banks and Credit Unions as expected.
- Reviewed the rate collection process to determine areas for improvement to increase efficiency.
- Helped design and implement new reporting website.
- Assisted with the implementation of new product line to help Banks and Credit Unions market their Interest Rates.
Trust/Service Call Center Supervisor
M&I Bank
01.2003 - 01.2008
- Supervised 10-15 bankers to meet multiple service levels within the call center.
- Worked with several departments within the bank to perform multiple tasks including releasing of ACH files and Fraud detection.
- Transitioned 6 bankers to the team to replace transferring bankers, continuing to meet the expected service levels.
- Helped develop and coordinate the addition of new client with M&I, Swift Financial.
Education
Bachelors of Administration (BA) - Business Management with an emphasis in Accounting and Finance
University of Wisconsin-Whitewater
Whitewater, WISkills
- Strategic Management
- Conflict Management
- Customer Service
- Team Building
Timeline
Product Manager, Business Solutions
Guaranty Bank / First Citizens B&T
01.2017
Product Manager, FIG Product Operations
S&P Global Market Intelligence
01.2011 - 01.2016
Senior Analyst, FIG Product Operations
S&P Global Market Intelligence
01.2008 - 01.2016
Sales Technician / Service Supervisor
Datatrac Corporation
01.2008 - 01.2011
Trust/Service Call Center Supervisor
M&I Bank
01.2003 - 01.2008
Call Center Personal Banker Sorting Supervisor
M&I Bank
Logistics Executive Team Leader Hardlines Executive Team Leader
Target
Bachelors of Administration (BA) - Business Management with an emphasis in Accounting and Finance
University of Wisconsin-Whitewater
Personal Information
Title: Call Center Supervisor/Manager