Margie Marchese
VP, Director of Support and Customer Experience @U.S. Bank
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WORK HISTORY
VP, Director of Support and Customer Experience @U.S. Bank
Portland, OR, US
Built next-gen enterprise payments contact center using AWS, Salesforce, and NICE; enabled omnichannel support, follow-the-sun model, and upskilled talent.• Used voice of customer data to drive point of sale product innovation by collaborating with customer success, distribution, onboarding, and product teams; influenced product roadmap and bug prioritization.• Created call center operations with multi-tier support, global site management, incident/change management, emergency response, workforce management, QA, and risk/compliance teams.• Enhanced key metrics: average speed to answer up 62%, first contact resolution up 13%, call abandonment down 60%, customer satisfaction up 10%, overall SLA up 25%.
EDUCATION
Northern Arizona University
Bachelor’s Degree, Public Administration/Emergency Management
Paradise Valley Community College
Associate's Degree, Business Administration and Management, General
SKILLS
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