MICHAEL BRIDGES
Trophy Club,TX
Summary
Strategic financial services leader driving enterprise initiatives to enhance customer experience and operational modernization. Successfully influenced executive decision-making through data-driven insights, leading to a 30% increase in referred investment assets. Expertise in aligning cross-functional teams to achieve compliance and measurable business outcomes.
Overview
1
1
Certification
31
31
years of professional experience
Work History
Senior Lead Business Execution Consultant
WELLS FARGO
01.2020 - Current
- Lead enterprise initiatives focused on banker experience, customer engagement, communication capabilities, and operational modernization across one of the nation's largest branch banking networks.
- Partner with executive stakeholders to identify customer and banker pain points, evaluate improvement opportunities, and shape strategic initiatives supporting relationship growth and service delivery.
- Drove decision-making by presenting strategic options, business impacts, risks, tradeoffs, and expected outcomes to senior leadership, influencing critical enterprise decisions.
- Partnered with senior leaders to identify business challenges, evaluate opportunities, and deliver solutions enhancing client outcomes while balancing operational, regulatory, and business considerations.
- Translate complex business problems into actionable workstreams, recommendations, and implementation strategies aligned to enterprise objectives.
- Led multiple concurrent initiatives across product, technology, operations, compliance, and frontline organizations, aligning efforts to achieve enterprise goals.
- Delivered a 30% year-over-year increase in referred investment assets through improved client assignment and outreach capabilities.
- Successfully implemented deployment of more than 20,000 inbound phone numbers with zero disruption to customer service operations.
- Strengthened compliance and customer communication capabilities through AI-enabled call transcription and modernization of outreach channels aligned with TCPA and privacy requirements.
Program Manager
TD AMERITRADE
01.2017 - 01.2020
- Led platform modernization initiatives focused on customer communication and service delivery.
- Led strategic modernization initiatives supporting customer interaction platforms, workforce management capabilities, and operational effectiveness.
- Partnered with business, technology, and operational teams to evaluate opportunities and build actionable recommendations enhancing customer and associate experiences.
- Evaluated business needs and operational challenges to guide executive prioritization and inform investment decisions.
- Facilitated alignment across product, technology, compliance, and operations teams to successfully deliver enterprise initiatives.
- Improved call recording capture rates to 97%, reducing compliance risk and enhancing customer service oversight.
- Developed executive communications and strategic recommendations to support effective roadmap planning and decision-making.
Project Manager
CHARTER COMMUNICATIONS
01.2013 - 01.2017
- Directed cross-functional teams through complex infrastructure and operational improvement programs.
- Coordinated among business leaders, technology teams, and external partners, overseeing multiple workstreams and program risks.
- Identified risks and dependencies while facilitating stakeholder alignment across various initiatives.
- Managed enterprise transformation initiatives to enhance operational performance, service delivery, and organizational readiness.
- Delivered improvements supporting scalability, service reliability, and operational effectiveness.
Business Support / Project / Program Manager
BANK OF AMERICA
01.1996 - 01.2013
- Led large-scale banking transformation initiatives focused on customer experience, associate effectiveness, digital adoption, and operational modernization.
- Managed enterprise programs aimed at improving customer satisfaction, operational effectiveness, and digital engagement.
- Led strategic initiatives supporting consumer banking, deposits, ATM services, and digital banking adoption.
- Increased digital banking adoption from 28.1% to 34.3%.
- Increased ATM deposit utilization from 35% to 53% through implementation of deposit-image technology.
- Collaborated with banking operations, customer service, technology, and executive leadership teams to enhance project alignment and execution.
- Identified challenges faced by customers and associates, designed targeted improvement strategies, and facilitated adoption through structured change management.
- Enhanced employee banking satisfaction and service experience by implementing targeted process improvements and platform enhancements.
Education
Bachelor of Arts - Communication
University of Texas At Arlington
Arlington, TXSkills
- Program leadership
- Enterprise transformation
- Customer journey enhancement
- Strategic planning and problem solving
- Change management
- Cross-functional leadership
- Stakeholder management
- Regulatory compliance
- Operational excellence
- Financial services operations
- Budget management
- Agile methodologies
- Executive presentations
- Client engagement strategies
Certification
- Project Management Professional (PMP)
- Certified ScrumMaster (CSM)
- SAFe Program Management / Product Owner
Personal Information
Title: SENIOR MANAGER | Retail Client Experience - Product Integration
Timeline
Senior Lead Business Execution Consultant
WELLS FARGO
01.2020 - Current
Program Manager
TD AMERITRADE
01.2017 - 01.2020
Project Manager
CHARTER COMMUNICATIONS
01.2013 - 01.2017
Business Support / Project / Program Manager
BANK OF AMERICA
01.1996 - 01.2013
Bachelor of Arts - Communication
University of Texas At Arlington