Mary Sullivan

Experience

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  Cardinal Ritter College Prep High school

  Aug 1984 - Dec 1987

  High School Spanish Teacher
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  Charles Schwab

  Feb 1987 - Oct 2003

  Director Business Development

  General Management Responsible for building client traffic, engaging and appropriately routing clients and client retention Risk Management and Operational Excellence Drive operational excellence by engaging staff on business strategy and performance results Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement Emphasize the need to exceed metrics while also focusing on long-term strategies and goals Adhere to and enforce internal and regulatory policies, procedures and processes Proactively identify and manage risk in business, product and service transactions Successfully resolve customer issues and escalations in a timely and professional manner Client Experience & Revenue Growth Know the branch and call center’s customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics Drive client relationship management and assist with sales and sales leadership Understand the drivers of, and opportunities to enhance, client satisfaction in the center Ensure tight connection with the market sales manager and other leaders/partners Service customers using self-service technologies, such as websites, mobile apps Hold associates accountable to deliver against our revenue strategyTalent Management Observe, model and coach the financial center team on proper execution of risk and service strategy Personally invest in talent through interviewing and hiring service and operational professionals Drive associate performance through active and continuous coaching, continued education and performance plans Show less

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  USAA

  Feb 2007 - Aug 2008

  Director Mortgage Originations

  Call Center Director for 100+ employees. Provide leadership, customer service training, call management and coaching.Ensure mortgage and home equity application quality, operational efficiency, and risk management.Apply Six Sigma principles for leading departmental projects.

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  Vanguard

  Nov 2008 - Jul 2015

  Head of Financial Advisor Services Relationship Managers

  Led a department of Relationship Managers who developed effective partnerships with Financial Intermediaries across the country: to ensured that our clients adhere to Vanguard policies and contractual obligations. Protected the operational health of $650B in AUM mutual funds and led the Relationship Management department in the successful support of Intermediary clients assuring compliance with regulations and internal policies and procedures. Provided consultation/analysis and recommendations to the Financial Services business units regarding development of new services or new trends; supported the Intermediary business. Managed the strategy and direction of the Financial Advisor Services department through relationship management. Developed long and short range goals and objectives for the function to ensure continued operational excellence and profitability. Show less

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  TD Ameritrade

  Apr 2016 - Jan 2021

  Responsible for the custody, growth and retention of talented personnel and clients in the Northwest Region, encompassing Alaska, Washington and Oregon states. Developed sales and relationship strategies that had the client and their needs at the center of the conversation.

  • Regional Director

    Jul 2017 - Jan 2021

  • Branch Manager

    Apr 2016 - Sept 2020
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  Sweet But Fearless

  Sept 2020 - now

  Co-founder Sweet But Fearless: a successful women's network