Michael Zins

Leading a global transformation initiative focused on improving global merchant onboarding timelines, customer experience, and digital self-enrollment capabilities. Oversee cross-functional programs that enhance KYC/underwriting processes, streamline platform delivery, and increase transparency for clients and referral partners. Drive change management efforts, including training and communications, to ensure adoption of reengineered customer journeys and digital tools. » Spearheaded a full-scale merchant portal overhaul, increasing self-service adoption through operational efficiency gains and commercialization enablement. » Redesigned the merchant lifecycle experience, improving NPS and setting a clear path toward neutral/positive scores by end of 2025. » Led cross-functional teams across engineering, product, sales, and operations to prioritize high-impact functionality and accelerate delivery timelines. » Preparing to launch a new digital onboarding experience in July 2025, targeting a 70–75% self-enrollment rate—up from ~42%—for all net new customers.

Directed strategic planning and execution of partner implementations and customer onboarding for Worldpay's payment solutions. Developed tailored integration strategies aligned with client goals, including card scheme and digital automation enablement. Led the design and delivery of training programs to increase adoption and utilization of services across customer segments. » Improved customer interaction workflows and upgraded self-service portal functionality, enhancing support efficiency and proactive engagement. » Increased activations by 5% year-over-year, generating $2.25M in new revenue without increasing operational costs. » Delivered $21.8M in revenue growth and operational savings through large-scale transformation initiatives, exceeding target performance by 104%. » Led cross-segment growth initiatives across Direct, Merchant Solutions, and ISO channels, improving customer journeys and boosting digital adoption. » Managed Tier 2 call center operations, consistently meeting KPIs and maintaining top Voice of Customer/NPS results for 15 consecutive months.

Led cross-functional teams focused on resolving complex customer integration needs—including certifications, back-office connections, and platform enhancements—supporting over $600M in annual revenue. Worked closely with product, IT, and business stakeholders to streamline onboarding processes, optimize servicing models, and improve operational efficiency through data-driven decision-making. » Developed automated onboarding capabilities that enabled ~80% of new clients to onboard in under one hour and over 90% within 24 hours. » Enhanced scalability and speed with the deployment of hosted and automated batch boarding functionalities. » Strengthened fraud prevention and risk controls by implementing advanced KYC protocols in partnership with compliance teams.

Led end-to-end onboarding initiatives for partner banks, managing complex projects with durations of up to 18 months. Collaborated across internal teams to develop standardized onboarding playbooks, streamline partner conversions, and implement post-conversion process improvements in coordination with development teams. » Successfully onboarded over 45,000 merchants, significantly improving operational efficiency and strengthening key partner bank relationships. » Accelerated implementation timelines and boosted partner satisfaction by driving solution enhancements through effective cross-functional collaboration.

• Currently managing 40+ critical projects that cover 10 teams from unique functional backgrounds ranging from the technology space to human resources. • Continually focused on improving process, reducing costs, and saving time; over $6M in active lean six sigma initiatives within multiple business areas that has already produced more than $2M in annual savings. • Design, document (process maps and procedural), and implement new Audits across the IT and HR organizations and ensure proper separation of duties and regulatory compliance. • Partner with technology partners to identify necessary risk mitigation techniques and provide sustainable communication channels between technology and business functions. • Address Audit concerns with HR partners, currently managing the development of an Audit team that will house n between 50-100 different Audits that ensure that IT/HR have the proper separation of duties and controls in place for their sensitive or regulatory related processes. • Develop and utilize quality assurance reporting through Salesforce, Oracle Transaction Business Intelligence and several other enterprise systems, which provide clear insight into business needs and opportunities.

• Conceived, developed, and actively managed 24 major projects across 8 unique business units that improved customer experience, reduced complaint volume, and increased efficiencies internally. • Identified a discrepancy amongst the block types placed on a credit card; this identification led team to remediate $400K outstanding from the customers and provide resolution to an on-going issue. • Implement new products that better serviced the customer base, including the development of customer facing platforms, and the establishment of procedures and trainings for servicing team members. • Partnered with front line servicing teams and developed improved training programs and ongoing processes that provided a better customer and associate experience. • Identified, developed, and implemented a customer facing online resource that addressed customer complaints; improved borrower experience reduced complaint call volume 10-20% per month.

Escrow Mgr.–Mortgage Loan Servicing • Administered an $18B portfolio, gained experience in the active management of tax and insurance tracking, private mortgage insurance processing, and loss draft management on consumer loan products. • Managed the performance of a team of 8 direct and 100 indirect reports in a heavily regulated environment dedicated to consistent delivery of services and meeting customer expectations. • Drove the collaboration with peers in functional and cross-functional meetings, partnered with other departments on customer experience improvement opportunities. • Met all regulatory and investor requirements that were implemented and required by RESPA, HUD, Fannie Mae, and Freddie Mac; managed 3 regulatory audits that resulted in a rating of ‘no findings’. • Directed root cause analysis and developed action plans to address performance gaps; increased internal partnerships amongst key stakeholders and ensured regulatory compliance. • Successfully partnered in a Request for Proposal (RFP) process to replace an Insurance Tracking vendor; resulted in a successful transition of 1.2M+ loans to a new vendor Escrow Analyst–Mortgage Loan Servicing • Led project to redesign the work processes, that led to the reduction of pending claim tasks by 70%, reduced overtime, and improved the overall customer experience. • Responsible for data analysis, and development of action plan to address performance gaps. Supervisor-Commercial Support Center • Coached, developed, and mentored the team of 18 contractors, achieved the highest quality in the department with 6 top performing contractors obtained full-time positions. Analyst-Commercial Support Center • Collaborated with project team and successfully developed a new training system that met business and associate needs. • Managed a process improvement that transferred servicing ownership of business banking clients from the consumer contact center to the commercial support center.

While at Liberty Mutual I have primarily worked in the areas concerning Affinity Marketing and Organization. I have been able to work on obtaining new business for the office and reworked and taught the ways in which our new Outlook system can be beneficial to those on our team. This educational process including showing some members the capabilities of the technology and the ways in which they can be used for personal development.

Over the course of the year I worked on many different tasks. I aided in the development of policies and procedures including the Social Media Policy, the Barring from Site process and a new program to better understand the workforce at our North American locations and the allocated job slots each department needed. These opportunities provided me with leadership, organization and educational benefits that have enabled me to start my career in a quick manner. The ability to write, present and implement procedures was a truly beneficial opportunity that taught me the value of human resources and the collaboration efforts needed to succeed.

A cooperative education position that at the age of 19 taught me leadership and valuable organizational qualities. I traveled to several various locations across multiple states to set up in store displays. These included grocery stores, and convenience stores in Baltimore, Cleveland, Cincinnati and St. Louis. In these situations, I would aid in leading teams to set up store displays in over 30 stores in a 2 to 3 day timeframe. I am honored to say that we were extremely successful and also set up the necessary store displays in the timeline presented. I would also aid in monitoring, tracking and analyzing the results from these set ups to present out to our clients.

I studied International Business while pursuing my passion in baseball