Argen Mici

Lead a team of product owners supporting system and process enhancements while overseeing transformative initiatives with budgets over $1MM.

Key Accomplishments

• Led the upgrade of the Core Collection Product (Collection360) for Canadian Banking, achieving hardware and software currency, PCI compliance, and integration with Digital Channels.
• Supported the implementation & integration of FICO's Customer Communication Services (CCS) achieving 60% to 75% reduction in collection costs
• Led the implementation of Treatment Engine (Strata Enterprise), optimizing omni-channel engagement and maximizing cost efficiency in collection effort with benefits of 21MM annually
• Deployed 7 Robotics Process Automation (RPA) solutions in Canadian Operations.
• Leading the strategic migration initiative of iWay, a critical file transmission platform for the Banks core platforms, to the cloud (CTH Azure) to maintain software currency.
• Currently supporting the implementation of Digital Initiatives which include a Self-Serve Portal, Digital Assistance Tools and Real-time results integration

Championed business objectives through collaboration with Technology and Operations counterparts driving cost-saving opportunities and streamlining processes.

Key Accomplishments

• Implemented the automation of the Right of Offset process with real-time customer notifications, achieving ROI on launch day (>$1MM), with over $500MM collected to date.
• Led the implementation of the first Robotics PEGA Automation (RPA) initiative | 12.7 FTE savings / >10,000 cases automated daily / lower agent handling time
• Implemented STRATA, a real-time decision engine, enabling agents to offer over 2300 monthly relief assistance tools.

Served as the front-line contact for Canadian Operations Incident Management & Support, partnering with various business units to pinpoint operational bottlenecks and drive enhancements in the system's technical functionality and user experience.

Key Accomplishments

• Established an Incident Management process and Excel tracker, resulting in a 30% reduction in P3 and P4 incident resolution
• Designed and implemented an automated rule to intelligently route accounts to specialized work queues, enhancing operational efficiency and streamlining management processes
• Spearheaded an initiative to enhance customer call prioritization by developing a new sorting algorithm. This algorithm optimizes the collection process, improves risk sorting accuracy, and enhances operational efficiency
• Created a SharePoint portal serving as a centralized knowledge hub.

Supported a team of 16 agents, fostering innovation and technology-driven approaches to enhance their performance.

Key Accomplishments

• Pioneered the formation of the ‘High Value at Risk’ team, handling sensitive and specialized cases
• Supported training and FAQ training resources for agents, significantly simplifying their tasks.
• Served as liaison for CBS (Center for Business Solutions) supporting the building of 'Call Flow' model, which resulted in a remarkable 50% improvement in call times.