Mike Pancoe

Experience

1. Vice President - Call Center Operations Vendor Management

   First Data Corporation

   Nov 2001 — Present

   Vice President (Operations): November 2001 to PresentGeneral Responsibilities (Operations): Provide vision and leadership for multiple domestic call center operations located in Omaha and Atlanta. Develop and implement functional operation plans that aligns with the company’s strategic direction.General Responsibilities (Vendor Management): Provide leadership and oversight for three strategic vendors located in the Philippines, India and Dominican Republic.Financial Responsibilities: Create and maintain a Fifty million dollar budget and effectively prioritize the operation\'s business cases/expense opportunities.Employee Responsibilities: Provide development and growth opportunities for 8 direct and 800 indirect reports. Drive an effective employee engagement plan to ensure the organization achieves its financial and client expectations. Additional, align 900 outsourced agents to fit with First Data’s strategic customer engagement model.Client Responsibilities: Build/strengthen primary relationships and ensure the operation aligns to the internal/external client’s objectives. Technical Responsibilities: Create a plan to remain on the leading edge of technology and execute on opportunities that enhance the service to the Client and/or reduce the expenses to the company.

Education

• Creighton University

  Bachelor of Science (B.S.), Finance

  1986 — 1990

Skills

• Call Center
• Credit Cards
• Electronic Payments
• Strategic Partnerships
• Sales
• Merchant Services
• Training
• Customer Satisfaction
• Payment Card Processing
• Business Analysis
• Customer Experience
• Vendor Management
• Start-Ups
• Cross-Functional Team Leadership
• Team Building
• Management
• Program Management
• Strategic Planning
• Debit Cards
• Performance Management
• Financial Services
• Crm
• Banking
• Risk Management
• Executive Management
• Operations Management
• Process Improvement
• Budgets
• Offshoring
• Business Process Improvement
• Customer Retention
• Payments
• Bpo
• Mergers & Acquisitions
• Relationship Management
• Outsourcing
• Change Management
• Team Leadership
• Leadership
• Product Management