Michael Mike Schoone

About Michael Mike Schoone

Across my career in the banking and fintech industries, I have had the opportunity to drive transformational change to increase customer satisfaction while reducing costs after launching customer complaint programs, building out teams, overhauling and managing large-scale operations, and delivering on rigorous KPIs. Examples of my recent career highlights include: Building out the initial infrastructure and leading robust CX and customer complaint programs for two organizations Delivering on $4.5M in annualized savings by lowering cost-per-contact and call volume by double digits for Green Dot Bank Driving process optimizations that realized tens of millions in annual cost savings for Fifth Third BankSaving $22M in annual costs by launching outsourced operations for 50+ back-office operations and then leading a team of across the US, India, and the Philippines for Fifth Third BankTo help drive cost savings and operational efficiencies, I earned my Lean Six Sigma Black Belt from the Lean Six Sigma Academy. My areas of expertise include: Customer Experience / CX Strategy & Management | Operations Management | Customer Journey Mapping | Process Improvement | Cost Containment / Profit Growth | Voice of the Customer (VOC)| Regulatory Compliance | Global Team Leadership | Offshore Resource Management | Process Optimizations | Lean Six Sigma Black Belt | Customer Complaint Programs

Experience

1. Senior Vice President, Head of Operations Customer Support

   Green Dot Corporation

   Jan 2020 — Present · Cincinnati, OH, US

   About the company:$5B fintech leader and world’s largest prepaid debit card company with 5M customers globally.I joined Green Dot to build out an infrastructure to support fast-track revenue growth and to drive continuous process improvements to optimize costs, service excellence, and efficiency. I also maintain regulatory partnerships and oversee 25 staff across resolution, root-cause, and prevention teams. In addition, I manage our banking as a service (BaaS) program, implementing and maintaining relationships with Apple, Intuit, Amazon, Walmart, and Uber. DELIVERED RESULTS: Established an end-to-end complaint program in my first two weeks to address an MRIA. This included leading policy, definition, complaint identification, capture, resolution, root-cause analysis, and prevention. Decreased our complaint backlog from 500+ with 400 past due, to a sustainable pipeline with <100 and zero past due by creating a robust complaint resolution program. Reduced cost per contact by 10%, lowered call volume by 15%, and decreased customer complaints through process optimizations saving $4.5M in call costs annually. Stood up a CX program in just six months while fostering a customer-centric culture. Decreased failure points and increased implementation quality for enterprise customers by standardizing the project management workflow for all new BaaS implementations. Establishing a CX program to minimize customer and enterprise partner attrition by 3%, deepen wallet share, and increase referrals. Creating an infrastructure for voice of the employee (VOE)/ CX culture, VOC, CX analytics, journey management, and quick-hit process improvement.

Education

• University of Cincinnati

  Accounting and Business/Management

  1998 — 2004