Experienced professional with 30 years in thefinancial services industry including business line startup, merger and acquisitions, and project development experience.
Possess strong analytical and organizational skills. Strong ability to work within teams and multi-task projects under strict deadlines. Recognized as a decisive leader and excellent team player.
Summary of Skills
Business Requirements Document (BRD)
Microsoft Office Suite Word, Excel, Project, Power Point
Managing multiple priorities
Mergers and acquisitions
Budgeting and forecasting
Project development and life cycle
Complex problem solving
Strong communication skills
Excellent communication skills
Fluent in Spanish
Excellent time management skills
Excels in team leadership
Strong interpersonal skills
User acceptance testing
Scope and project definition
Superb communication skills
Call center management experience
Dedicated to process improvement
Adept in automated attendant systems
Client and vendor relations
Employee training and development
Initiated [project] which resulted in [positive outcome].
Spearheaded startup of new business lines, Call Center and Project Management Office.
Handled all functions related to [program].
Launched well-received project management training program of professional development courses for all PM's across organization.
Mentored and coached employees resulting in a 12% increase in productivity.
02/2012 to 02/2016
Senior Vice PresidentUNITED BANK ROCKVILLE BANK － Glastonbury, CT
Spearheaded [Project name], resulting in a [Number]% increase in revenue.
Accountable for [business area] including overall customer satisfaction.
Managed team of [number] of professionals.
Spearheaded cross-functional initiative to achieve [objective].
Strengthened company's business by leading implementation of [project].
Managed a project budget of $[Amount].
Defined project deliverables and monitored status of tasks.
Drafted action plans and led meetings with department executives to review project status and proposed changes.
Delivered status reports to stakeholders for budgeting and planning purposes.
Collaborated with cross-functional teams to draft project schedules and plans; Monitored team progress and enforced deadlines.
Developed slideshows and other forms of media to present project progress to the executive team.
Responsible for start up of Project Management Office (PMO); maintained governance over strategic initiatives and major projects; supported the adoption of project management disciplines across the organization.
Served on bank's Integration Management Office (IMO) for discussions on merger related issues for combined $5B bank; Lead and facilitated weekly Conversion Management Team (CMT) meetings of 20+ action teams.
Implemented project management tool and developed procedures for way enterprise projects were managed within the tool to include financial & resource tracking, monitoring of progress, reporting, and schedule.
Functioned as a consultant to project managers and department personnel handling projects throughout the organization, in addition to directly managing select enterprise-wide projects.
Worked with the Executive Management team to prioritize which projects were managed and coordinated either directly or indirectly by the PMO.
Supervised PMO staff of 2 project managers; PMO had oversight of 23 projects per year.
Compiled reports regarding the status, risks, and issues related to enterprise projects, and made recommendations regarding project decisions to Executive Sponsors and/or stakeholders.
01/2005 to 01/2012
Vice President, Project ManagerROCKVILLE BANK － Rockville, CT
Provided project management guidance.
Lead and directed work of project team as related to assigned project.
Responsible for managing a portfolio of projects to include large cross functional projects and various corporate initiatives.
Projects included Overdraft Privilege Program, Remote Deposit Capture, and Teller Capture.
Performed research, vendor selection, development of project plan, directed project team to ensure completion of compliance and operational tasks, developed and organized training, developed policies and procedures, tracked progress of project throughout development and reported to Executive Management.
02/2003 to 02/2005
Assistant Vice President, Call Center ManagerROCKVILLE BANK － Rockville, CT
Created training manuals targeted at resolving even the most difficult customer issues.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Interviewed, hired and trained new quality customer service representatives.
Provided detailed monthly departmental reports and updates to senior management.
Provided a high level of product and leadership support to representatives and clients.
Resolved customer questions, issues and complaints.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Responsible for start up Call Center to include technology, software integration, hiring and training, developing policies and procedures, and implementing benchmarks; managed daily operations of Call Center, staff, and staff activities.
Reported to Executive Management operations of Call Center through use of analytical data, ACD reports and industry statistics.
Maintained and made recommendations for improvement of alternative telecommunications, auto attendant and interactive voice response unit.
01/1987 to 01/2003
Assistant Vice President, Customer Consulting Manager & Branch Operations OfficerAMERICAN SAVINGS BANK － New Britain, CT
Managed daily operations of Call Center and staff of 10+ employees.
Monitored staff activities to include sales, security standards, call volumes, and maintained Call Center service levels to industry standards.
Served as a liaison for retail delivery between branches and alternate delivery channels.
Maintained and ensured adherence to bank's branch security procedures.
Connecticut School of Finance and Management
New England College of Business and Finance
New Britain General Hospital
New Britain Foundation for Public Giving
Opportunities Industrialization Center of NB, Inc.
American Savings Foundation
Project Management Institute (PMI)
Fluent reading/writing Spanish.
ACD, Call Center, interpersonal and communication, consultant, Conversion, delivery, Executive Management, Finance, financial, functional, hiring, interactive voice response, managing, meetings, Excel, Office, Power Point, MS Project, Word, enterprise, personnel, policies, developing policies, progress, Project Management, reporting, research, retail, sales, fluent in Spanish, statistics, strategic, telecommunications