Michele Gilbert

Background

About Michele Gilbert

PROFESSIONAL SUMMARY: Accomplished executive with over 18 years of experience in financial services, specializing in compliance, process optimization, complaint resolution, and risk management across the financial, healthcare, and mortgage industries. Proven track record of driving organizational growth through strategic partnerships, operational efficiencies, and data-driven decision-making. Expertise in enhancing customer satisfaction, improving product performance, and mitigating risks through effective quality control and gap analysis. Resolve escalated complaints and incidents related to Branded Card products and programs, driving improvements in service delivery. Analyze complaint performance and trends to establish benchmarks and identify areas for enhancement. Assessed transformational business initiatives, supporting employee and customer experience (EX & CX) improvements and fostering adoption of new practices. Risk and stakeholder management initiatives for program issue tracking, ensuring timely resolution of project risks. Collaborate/Partner across business units and operational partners to ensure documentation accurately reflects operational workflows and processes. Automate operational and vendor management processes to increase efficiency and accuracy. Conduct vendor management scorecard reviews, providing ongoing performance monitoring and analysis. Process monthly invoices, created purchase orders, and reconciled financials to ensure budget alignment. Process improvement techniques and methodologies across end-to-end systems development life cycles and software delivery (e.g, Agile, Waterfall, Kanban).