Senior Operations, Customer Experience and Human Resources experience managing both large and small, complex organizations and driving productivity and employee and customer satisfaction.Unique blend of experience in HR Employee Relations, talent acquisition and Employee Engagement/Satisfaction success coupled with multiple facets of back office operations, call center, online servicing, customer satisfaction, P & L Management, merger/acquisition and social media expertise.Strong Track record of success across multiple Fortune 500 companies.

Managing Director, Global Contact Center Operations @ Responsible for Contact Center strategy for Citigroup Global Consumer Banking operations, encompassing 80 centers in 45 countries around the globe. Areas of focus include driving customers to self service/digital capabilities, increased revenue generation through relationship deepening and cross selling, global leveraging of workforce and vendor management capabilities, drive to global common technology, processes, standards and tools, and focus on agent and supervisor development. From April 2012 to Present (3 years 9 months) Greater Philadelphia AreaSVP/Contact Center Operations @ Responsible for Day to Day strategy and implementation of initiatives for Comcast Contact Center Operations, consisting of 28,000 Customer Account Executives and a budget of 1.7B dollars. Responsibilities include WFM and IVR/Call Routing strategy, voice support strategy, Voice of Customer and Speech Analytics assessment and improvement, and direct oversight to day to day operations related to email, chat, 3rd party voice and vendor performance, social media, new product deployment, and agent communication and knowledgebase. From March 2010 to January 2012 (1 year 11 months) Greater Philadelphia AreaSVP - Customer Service Operations @ Manage day to day Contact Center Operations for Deposit and Credit Card Business. Responsible for staff of 15,000 employees and budget of 1B. Significant success in driving improved customer experience and employee performance, resulting in stronger contact center Voice of Customer performance while driving greater productivity and operational expense benefits. Speciality areas include Overall Call Center Management, Workforce Management, Online Servicing, Customer Satisfaction measurement and execution, and Social Media From June 2004 to March 2010 (5 years 10 months) Greater Philadelphia AreaChief Administrative Officer @ Responsible for day to day support operations of Fleet Credit Card business including Customer Experience Strategy, Human Resources, Talent Management, Quality and Productivity, Compliance, Facilities, Security, Credit Policy, and Performance Management From September 2000 to June 2004 (3 years 10 months) Director of Human Resources @ Multiple management roles in all aspects of Human Resources management, including Benefits, Compensation, Employee Relations, Talent Management, Learning and Development, Payroll, HRIS, Union Avoidance, EEOC, Pension and 401K Administration. From February 1988 to September 2000 (12 years 8 months)

Bachelor of Science, Business Administration, Communications @ State University of New York College at Oswego From 1983 to 1987 Mike DeCandido is skilled in: Customer Experience, Operations Management, Leadership Development, Business Process Improvement, Talent Acquisition, Change Management, Cross-functional Team Leadership, Employee Relations, Process Improvement, Performance Management, Strategy, Program Management, Leadership, Vendor Management, Banking, Six Sigma, Risk Management, Influential Communicator, Dynamic Communicator