Michael DeSantis
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
National Director Card Operations - Retired
HSBC
01.1995 - 04.2010
- Managed all aspects of credit card operations for HSBC's private label branded cards. Responsibilities included but not limited to account approval and onboarding, payment processing, call center servicing, and collections.
- Developed comprehensive budget plans, ensuring accurate financial forecasting and responsible resource allocation.
- Enhanced employee engagement through targeted training programs, mentoring opportunities, and performance management systems.
- Increased customer satisfaction rates by implementing process improvements in service delivery methods.
- Reduced operational costs through diligent expense management.
Education
Certificate Program in Business Management
University of Pennsylvania
Philadelphia, PA04.2005
Bachelor of Arts - Psychology
Washington College
Chestertown, MD06.1975
Skills
Multi site management of domestic and offshore operations centers
Workforce planning and cost control
Timeline
National Director Card Operations - Retired
HSBC
01.1995 - 04.2010
Certificate Program in Business Management
University of Pennsylvania
Bachelor of Arts - Psychology
Washington College