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chief operating officer coo resume example with 14+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Executive Profile

Innovative and accomplished financial services executive and marketing professional experienced in retail branching, deposits, lending, business lines, alternative investment services, operations, electronic delivery channels, cash management, sales, training, business development and financial regulatory compliance. Over 14 years of diverse financial services background including performance driven results in strategic planning, action plan execution, corporate leadership, pricing strategies, establishing rates, asset liability, profitability, project management, budgeting, operational efficiency, staffing models, and acquisition strategies. Visionary with solid experience in developing corporate branding, enhancing customer experience, culture change management, social media, public relations, marketing, advertising, product development, training curriculum and understanding generational preferences. As a dynamic leader, consistently developed high performing teams and future executive successors through effective coaching, team building, motivation, strength driven performance and 360 degree performance focus. Versatile background leading and managing teams in traditional brick and mortar, in-store, call center and alternative payday lending settings. As a passionate member of the community, applied my dynamic personality to serve the communities I work in through active voluntarism, participation and leadership. Desire an executive team position in a professional corporate environment.

Core Competencies
  • Visionary Leadership
  • Strategic Planning
  • Customer Experience
  • Organizational Restructure and Change Management
  • Social Media and Public Relations
  • Analytical Skills
  • Business Development
  • Managing Budgets and Profitability
Academic Background
Northeast Wisconsin Technical College Fox Valley, WI Expected in 2012 : Leadership development - GPA :
BVS Performance Systems Fox Valley, WI Expected in 2012 : Regulatory Compliance - GPA :

Professional industry online training

University of Wisconsin Fox Valley, WI Expected in 2011 : Graduate School of Banking - GPA :

Professional executive and CEO development training in enterprise risk management, credit, asset liability, pricing, compensation and strategic planning

University of Wisconsin Fox Valley, WI Expected in : - GPA :

Member of Model United Nations Debate Team

University of Phoenix Fox Valley, WI Expected in : Business Management - GPA :

Concentration in business leadership and marketing

Website

Additional information, videos and photos highlighting my career, public relations, interviews and portfolio are available for viewing at JessicaClaire.squarespace.com and Linkedin.

Executive Highlights

Consistent track record of success in community and regional banks and credit union settings.

  • Strategic Planning-Directed corporate long and short term initiatives and plans including culture evolution, market expansion, merger/acquisition, product development, enterprise risk management, compensation philosophy, leadership development, organizational structure, customer delivery channels and business development.
  • Profitable Growth Execution- Instituted a Platform Investment program and a multi-state regional bank that drove explosive growth from a start-up division of the institution to a profit center. Introduced innovative customer profitability strategies to convert non-profitable customers to highly profitable customers. Consistently drove annual profitable growth which lead to a 4.20+ interest rate margin.
  • Transformational Change-Reinvigorated credit union and community bank with stagnant performance by developing product and pricing strategies that drove strategic and profitable growth by altering the portfolio product mix to drive consistent record breaking financial performance over multiple years.
  • Business Development and Sales Leadership- Developed, mentored, trained and inspired effective business development and sales teams in credit union, regional and community bank environments in diverse delivery channels including retail, lending, commercial and alternative investments.
  • Operational Efficiency- Restructured operations and branch network staffing and responsibilities at a mid-sized community bank which lead to improved process management, reduced staff and integrated technology. The instituted changes produced a highly productive cross-functional team between customer facing and back-end servicing teams which enhanced the overall customer experience.
Professional Experience
Yuvo - Chief Operating Officer (COO)
New York, NY, 05/2006 - 02/2013
  • Directed the branch network, operations, retail banking, bookkeeping, compliance, enterprise risk, marketing, public relations, business development, core processing, branding, social media, security, sales, electronic delivery channels, ATM delivery channels, efficiency, change management, culture and product development functions of the bank.
  • Strategically plan for the future of the organization by developing short, intermediate and long range plans, acquisition strategies, operational efficiencies, change management and technology needs of the bank to achieve goals and objectives for the bank and holding company.
  • Ensures consistent delivery of all services, promoting strong customer service standards, regulatory compliance and operational efficiency to encourage continuous improvement.
  • Determine methods and procedures for executing corporate wide strategic plans, action plan initiatives and programs within the bank.
  • Progressively manages and launches the marketing, advertising, branding, social media, public relations, donations, financial literacy, consumer education and community service efforts for the bank.
  • Actively lead, manage and monitor projects and committees related to operational, product and sales initiatives to ensure the bank is aware and incorporating new trends, technology and product offerings to exceed customer expectations.

Key Achievements:

  • Created a dynamic and responsive team resulting in increased profitable retail growth and revenue generating sales consistently over 6 years.
  • Directed a cross-functional team to evaluate and implement a new core processing, electronic delivery channel and ancillary product systems.
  • Inspired a culture evolution within the organization to improve the customer experience.
  • Evaluated the organizational compensation philosophy and introduced a new total compensation structure.
  • Consistently exceeded annual budget goals for core retail growth, retail deposit portfolio product mix, fee income, ROA, ROE, net interest margin, products per household growth and customer profitability.
  • Spearheaded corporate initiatives to become highly profitable while managing enterprise risk and remaining a sound financial institution.
  • Substantially improved productivity while reducing staffing and operational costs.
  • Developed and introduced profitable new products.
Bank Of Luxemburg - Vice President of Retail Banking and Operations
City, STATE, 05/2006 - 2009

Managed branch delivery channels, retail, deposits, operations and sales functions of the organization including providing leadership, guidance and supervision to retail market managers, retail sales managers, office coordinators, bookkeeping, call center, business development, retail sales representatives and tellers.

  • Identifies, improves and actively manages operational efficiencies within the organization by measuring and monitoring the reliability, integrity and security of bank systems.
  • Conceptualizes, develops and implements new process controls, approaches and identifying appropriate staffing needs within the organization to achieve the objectives of the company.
  • Accountable for establishing short, intermediate and long range strategic planning initiatives to exceed the goals and objectives of the organization by analyzing data, preparing budget estimates, developing marketing strategies and implementing policy and procedures within the business units.
  • Research, develop, prepare and deliver retail operational, compliance, product and sales training curriculum for staff through a variety of mediums to ensure new and existing staff are informed and effectively delivering service.

Key Achievements:

  • Streamline operational processes which resulted in cost savings, staff reduction and professional development of key employees.
  • Enhanced branch security, retail compliance and BSA processes.
  • Implemented standard processes, procedures and staff training in the retail and operations departments.
  • Develop improved organizational structure of the retail and operations departments to effectively utilize staff strengths.
  • Exceed established budget goals through active participation and leadership in sales management and business development programs.
  • Created profitable products to increase non-interest fee income.
  • Initiated strategy to alter the retail product mix portfolio to successfully reduce interest expenses and increase profitability.

Prospera Credit Union - Corporate Sales and Development Officer
City, STATE, 2003 - 05/2006

Managed consumer lenders, retail banking, branch networks, member service, relationship managers and business development employees.

  • Oversaw sales development and marketing activities for all full service, specialized branch locations and alternative delivery channels including payday lending.
  • Effectively nurture and promote a cross sales environment focusing on loan volume, deposit growth, new memberships, services, business, commercial and new retail accounts.
  • Train and develop new hires and current staff on sales initiatives, marketing concepts, branding and branch development.
  • Evaluate, design and launch loan, deposit and business products for all delivery channels.
  • Develop, coordinate and implement branch promotions, sales activities, call parties, guerilla marketing efforts, and trade show events.

Key Achievements:

  • Exceeded consumer loan, retail and income budget goals.
  • Effectively nurtured and promoted a cross sales environment focusing on loan volume, deposit growth, new memberships, services, business, commercial and new retail accounts.
  • Managed budgets to reduce expenses and increase fee income.
  • Instituted retail compliance structure to develop sound regulatory performance.
  • Facilitated and led a culture change to improve the customer experience.
  • Designed, monitored and implemented incentive and sales programs.
  • Developed, coordinated and implemented viral marketing strategies.
  • Effectively organize and manage corporate and cultural changes within all divisions of the organization.
F&M Bank/Citizen's Bank - AVP Regional Brokerage Platform Sales Manager
, STATE, 1999 - 2003

Hand selected to develop, manage, launch, implement and train personal bankers, managers, officers and brokers within 3 states on the new annuity and insurance programs.

  • Actively responsible for internal and field support for dedicated brokerage and platform staff.
  • Accountable for compliance training and monitoring to ensure regulatory standards were achieved.
  • Strengthened staff skills by developing curriculum and directly training staff within the region using 25 training modules, 7 annuity school training programs, standard platform annuity training manual and licensed banker training program that I produced and initiated.

Key Achievements:

  • Created a new revenue stream for the organization to drive investment division income.
  • Exceeded budgetary goals and expectations by introducing a new product line to the markets.
  • Increased brokerage referrals to dedicated investment representatives.
  • Developed and conducted revenue generating activities including call nights, client appreciation events, referral training, seminars and weekly sales ideas.
  • Organized and coordinated multiple successful sales staff recognition trips to the Keys, Bahamas and Mexico.
Publications

Represented the financial institution as an industry expert in multiple local, regional and national trade journals and publications.

  • Independent Community Banker
  • Wisconsin Bankers Association
  • Chamber of Commerce Better Business Journal
  • Mystery shopping interview
  • Green Bay Press Gazette

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Resume Overview

School Attended

  • Northeast Wisconsin Technical College
  • BVS Performance Systems
  • University of Wisconsin
  • University of Wisconsin
  • University of Phoenix

Job Titles Held:

  • Chief Operating Officer (COO)
  • Vice President of Retail Banking and Operations
  • Corporate Sales and Development Officer
  • AVP Regional Brokerage Platform Sales Manager

Degrees

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