Retail Bank Executive with proven track record of success in banking, retail management, integrated marketing communications, and both business-to-business and business-to-consumer sales.
Recipient of several performance awards including four Bank of America Awards of Excellence, Fleet Bank's Top Performer Award and Summit Bank's President's Award and Enterprise Rent-A-Car Fleet Growth Awards.
Goal-oriented team player with superior organizational, presentation and communication skills. Proficient in MS Word, MS Excel, MS PowerPoint and MS Outlook.
Possess excellent interpersonal, analytical, and organizational skills and excel at interfacing with others at all levels to ensure organizational goals are attained.
Strong leadership and communication
Project planning and management
Associate management and development
Customer service excellence
Service quality improvement
New product development and delivery
Fluent in Sign Language (Signed English)
Initiated new customer offers process which resulted in associate preparedness to execute and deliver promotional offers to customers.
Global Consumer and Small Business Bank leader for defining and executing Bank of America's customer experience strategy across all consumer products and channels.
Served as subject matter expert for multiple strategic initiatives to provide associate and customer readiness recommendations that manage and protect customer satisfaction and retention while meeting business needs.
Spearheaded new market-wide program which increased customer experience performance.
Designed, developed and executed strategic service process and treatment initiatives to improve customer experience.
Evaluated sales and service processes to identify gaps in delivery that negatively impact customer satisfaction and engagement; recommend new associate and customer initiatives to bridge gaps.
Assisted in creation of Customer Experience Checklist used by executive leadership to assess strategic initiatives against customer experience strategic requirements.
Bank of AmericaMarch 2009 to March 2013Process Design Consultant Marlton, PA
Design process improvements to enable core sales and service processes in the banking center and contact center channels.
Managed multiple strategic initiatives to provide associate and customer readiness recommendations and protect customer satisfaction and retention while meeting business needs.
Evaluated sales and service processes to identify gaps in the delivery that negatively impact customer satisfaction and engagement; recommended new associate and customer initiatives to bridge the gaps.
Bank of AmericaOctober 2008 to March 2009Customer Experience Executive Bensalem, PA
Supported two regions in the Greater Northeast spanning 20 markets in New England, Pennsylvania and New Jersey.
Design, develop and execute strategic service process and treatment initiatives to improve the customer's experience.
Built customer service processes and key performance indicators for the Banking Center Channel.
Led organization that developed and improved customer service, problem handling, escalations and complaints processes so 100,000 customer-facing associates were equipped deliver a memorable experience to 38MM retail households.
Bank of AmericaJune 2004 to October 2008Consumer Market Manager Philadelphia, PA
Responsible for the sales, service and operations of 80 banking centers in Philadelphia and Southern New Jersey.
Consistently achieved exceptional performance in Professional Treatment, deposit growth, strong risk, operational and FTE management routines and performance.
Designed and executed staffing, role clarity and capacity management changes to achieve more effective use of associates to meet customer demands.
Summit/Fleet BankAugust 1996 to June 2004Branch Manager Bensalem, PA
Managed a staff of up to 15 associates which included performance development, career planning and growth and disciplinary action when necessary.
Directed daily operations for the retail bank, including sales, business development, customer service, operational excellence and credit analysis.
Counseled corporate clients and high net-worth individuals with regard to their borrowing and savings/investing needs.
Participate in philanthropic events to position the bank as a leader within the community.
Enterprise Rent-A-CarApril 1991 to September 1995Branch Manager Marlton, NJ
Completed Management Training Program in less than five months and achieved manager position in the shortest time-frame within the company to date.
Managed branches ranging from 100-400 car fleets.
Promoted 5 times in less than 4 years due to outstanding performance with an average of 100% fleet growth year over year.
University of ScrantonBachelor of Science: Business ManagementScranton, PA, USA