Michael P. Macaluso
St. Johns,FL
Summary
Proven leader with success in leading teams through aggressively changing environments. Financial industry professional with over 20 years of experience split between operational and customer success management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
RegEd
02.2023 - Current
- Respond to end-user support requests/issues for companies largest clients with specified SLAs.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Mentored new team members on best practices in issue resolution techniques.
- Collaborate with cross-functional teams to develop solutions for recurring technical problems.
Customer Success Manager
RegEd, Inc.
12.2010 - 02.2023
- Served as primary point of contact for over 10 high profile clients with regard to compliance, education and registration and licensing applications
- Managed Statements of Work and initiatives requested by the client through project lifecycle
- Reviewed client account make up to recommend new products, system functionality and best practices currently not utilized
- Escalated high priority items to SVP to ensure constant communication, and timely resolution is achieved according to service standards
Stockroom Manager
Cintas Corporation
07.2010 - 12.2010
- Managed a team of 12 operations partners responsible for processing over 7,000 orders per week
- Managed the relationship with 40 Sales Service representatives that service more than 4,000 customers
- Responsible for maintaining material cost below 13 percent of revenue
- Provided constant feedback and mentoring to employees in order to achieve continued success for the employee and firm
AVP/Senior Compliance Manager – Insurance & Mortgage Licensing
Bank of America/Merrill Lynch
04.2007 - 04.2010
- Managed a team of over 20 operations and service associates that are responsible for providing full-service support to more than 15,000 financial advisors for both insurance and mortgage licensing
- Worked with technology partners to build and implement system to support mortgage licensing for the firm
- Partnered with legal to ensure compliance with state and firm regulations
- Provided constant feedback and mentoring to employees in order to achieve continued success for the employee and firm
- Managed cross-unit business relationships to foster continued growth of the group
AVP/Associate Manager – Regulatory Services & Continuity
Merrill Lynch - Financial Data Services
07.2004 - 04.2010
- Managed a team that is responsible for monitoring and reporting General Ledger accounts for business group, approximately 1,000 accounts, in order to ensure compliance with SEC 15c3 Rules
- Served as the business group’s Subject Matter Expert and department liaison for elevated and non-elevated issues
- Ensured compliance with FSA regulations for the United Kingdom Transfer Agent, which included anti-money laundering processing
- Managed department business continuity plans
- Provided regular coaching, feedback, and career development for associate
Education
Bachelor of Science - Accounting/Minor in Economics
The Richard Stockton College of NJ
Pomona, NJ12.1998
Skills
- Technical Support/Troubleshooting
- Problem-Solving
- Customer Relationship Management
- Product Knowledge
- Training and mentoring
- Process Improvement
Certification
- Six Sigma – Greenbelt Certified, 12/03
- Series 7, 04/06
Timeline
Technical Support Engineer
RegEd
02.2023 - Current
Customer Success Manager
RegEd, Inc.
12.2010 - 02.2023
Stockroom Manager
Cintas Corporation
07.2010 - 12.2010
AVP/Senior Compliance Manager – Insurance & Mortgage Licensing
Bank of America/Merrill Lynch
04.2007 - 04.2010
AVP/Associate Manager – Regulatory Services & Continuity
Merrill Lynch - Financial Data Services
07.2004 - 04.2010
- Six Sigma – Greenbelt Certified, 12/03
- Series 7, 04/06
Bachelor of Science - Accounting/Minor in Economics
The Richard Stockton College of NJ
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