Experience

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  Kinecta federal credit union

  Jan 2000 - Jan 2015

  Responsible for ensuring division level sales goals and objectives are met by developing, coaching and training managers and staff in a retail network of 3 regions and 22 branches, executing complex projects in support of corporate initiatives and driving business model execution and member satisfaction; included sales operations management, sales and marketing strategy, managing business development and outbound sales teams, managing sales pipelines, developing consumer lending certification training programs, establishing sales goals, metrics and dashboards. Served as business consultant/liaison to the Member Services Division and all internal business lines to remove or enhance processes and Enterprise Project Office and Information Technology support teams to ensure successful project implementations impacting customer facing touch points.Achievements:1. Led a lending initiative that increased consumer loan production from $48MM annually to $120MM over a 5 year period.2. Successfully managed an auto lending outbound sales team with 2 direct reports; business plan and strategy generated $17MM in 2 years.3. Centralized and managed a Business Development team of 3 direct reports and 20 indirect reports; developed strategies that generated a 125% increase in employer partner acquisitions and increased customer participation by 20% year-over-year. 4.Led cross-functional teams in Consumer Lending L.O.S, Loan Protection Product integration projects and New Account Opening system implementations. 5. Led enterprise wide project to develop internal CRM and KPI dashboards on new BI platform and centralized data warehouse; included report feeds from multi-vendor source systems, defining fulfillment logic to track sales and pipelines.6. Led initiative to develop an enterprise wide ‘Voice of the Customer’ program, (V.O.C.), to measure the customer experience; program created channel accountability and increased branch Net Promoter scores to an average of 90%. Show less Responsible for increasing deposit and ancillary product penetration and profitability, product messaging and campaign development, new and existing product development, contract and vendor management. Conducted market research and gap analysis to include pricing recommendations, product proposals and presenting them to the Pricing Committee. Managed a research and development team of 2 direct reports that provided analytics, market research and reporting needs to all business units and senior management. Evaluated requests and negotiated scope, offered recommendations and established service level agreements.Achievements:1. Implemented company’s first Business Development ‘Key Decision Maker’ focus group and annual survey process that resulted in the development of the CU@Work program for employer partners.2. Developed and managed the implementation of company’s first VIP program that rewarded members with special pricing and discounts based on relationship and utilization. 3. Implemented a non-profit program based on deposit balances to support community initiative, business acquired 8 organizations with over 19,000 members, (opportunities), in 1st year.4. Managed and implemented company’s first Signature vs. PIN Debit Card and Identify Theft direct mail campaigns; generated a YOY increase of 30% in interchange and $100K in non-interest fee income in 2 years. Show less Responsible for ensuring operational compliance with deposits and consumer lending. Managed and coordinated all phases of the project process. Performed complex research and analysis of processes to identify improvements and increase efficiency. Member of the Operations committee.Achievements:1. Led cross-functional team and managed Business Banking and Lending projects; included Business debit card and PIN issuance integration.2. Project lead on cross-functional team introducing open-end consumer lending, included system integration of credit insurance products. 3. Led cross-functional team in consumer lending and mortgage L.O.S implementation projects, included automated decisioning and integration of prescreen pre-approvals with account openings.4. Managed and implemented the new account System for the retail branch network, included existing accounts with integrated debit card and PIN issuance at account opening. Show less Responsible for developing and executing consumer lending strategies to increase loan production, created training materials for mortgage, equity and consumer lending origination training programs, trained managers and employees on consumer and mortgage loan origination systems, developed, managed and conducted In-Branch loan certification program. Reviewed and managed sales pipelines, monitored loan decision turnaround times and analyzed loan decisions for consistency and opportunities, reviewed underwriting criteria and pricing and made recommendations to senior management. Streamlined consumer loan origination process and implemented quality assurance standards and processes to ensure lending compliance.Achievements:1. Developed and implemented and 1st Mortgage and Home Equity Certification program for Branch Managers.2. Developed and implemented a Consumer Lending Certification program for entire Member Services Division. Show less

  • Development Manager, Retail Services Division - Sales and Operations

    Jan 2008 - Jan 2015

  • Marketing Manager, Product Development

    Jan 2006 - Jan 2008

  • Sr. Project and Operations Coordinator

    Jan 2004 - Jan 2006

  • Division Manager, Loan Origination Development

    Jan 2002 - Jan 2004

  • Branch Sales Manager

    Jan 2000 - Jan 2002
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  Kiran analytics, a verint company

  Apr 2016 - Mar 2017

  Field study consultant (contracted employee)

  Responsibilities include local and out-of-state travel to large retail financial institutions, such as Wells Fargo and Bank of America, to conduct branch and call center workflow optimization studies. Studies measure and analyze customer arrivals, inbound calls, wait and handle time patterns and systems used to provide service; to include branch workflow, management and staff utilization and non-customer facing sales and service activities. As a subject matter expert, my objective is to gather data and analyze what is really happening in the branch and call center network at a granular level; to validate their current systems, data and processes, identify gaps and opportunities, increase capacity planning models and prepare for Kiran Analytics’ Forecaster software implementation and advisory services. Show less

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  Meridianlink

  Apr 2017 - now

  Manager, product and client support