Orlando, Florida, United States
Strategic, analytical, solution-oriented leader with a passion for accountability and continuous improvement. Experience with incentive plan design and administration, marketing and retail strategy, brand development, performance optimization, acquisition integration, customer experience strategy, and product development. Trusted advisor to company leadership with excellent communication skills and the innate ability to manage the minutia while maintaining a strategic focus. Demonstrated expertise in driving enterprise system implementations, improving company performance through effective goal setting and tracking, increasing customer loyalty through brand and experience development, managing large teams and developing data driven solutions and strategies to attain company objectives.
Responsible for all incentive and sales reporting, market research, market intelligence, dashboard reporting and marketing analytics. Active participant in the strategic leadership team responsible for developing all Marketing and Customer Experience strategy for the organization. Supervisory responsibilities. • Managed customer retention strategy, resulting in 90%+ household retention. • Improved revenue by developing a model of the engaged customer, and applying that definition across all company initiatives. • Implemented and managed a sales performance reporting tool that increased sales. • Streamlined the development of all incentive and sales reporting, which led to greater efficiency among Marketing, Finance and Application Development. • Developed, documented and validated 2015 incentive report definitions and calculations, and communicated them to Commercial and Retail Sales teams, by restructuring earlier processes. • Managed the Customer Experience survey program which identified areas for improvement, which the bank addressed, winning the 2015 JD Power Retail Banking Customer Satisfaction survey. • Improved overall return on marketing investment, by leading a team that developed standard and ad hoc analyses used for marketing expenditures. • Managed all market research initiatives, including Retention, Customer Experience, and Brand studies, resulting in the bank’s ability to make data driven decisions and develop strategy. • Led consumer segmentation strategy and analysis to identify target markets and related strategies, which led to operational improvements.
Responsible for implementation, training and adoption of a Customer Relationship Management system used enterprise-wide, and managing Customer Satisfaction Program through vendor management, reporting, communication and action planning. Managed cross-functional teams effectively. Active participant in the Marketing management team responsible for Marketing and Retail strategy. • Successfully implemented a Customer Relationship Management system with 1000+ internal users, which resulted in improved sales performance, enhanced communication across lines of business and shortened sales cycles. • Implemented and managed a customer satisfaction survey program for Retail Banking and a Call Center, resulting in 93% customer satisfaction and improved customer experience standards that were used company wide. • Met all budget and timeline requirements associated with all assigned projects. • Partnered with the training department to develop Retail and Commercial sales training, which improved customer service and sales techniques. • Increased awareness of brand initiatives by developing a monthly newsletter to communicate updates across the company.
Responsible for leading and coaching a branch team of five employees to meeting sales and operational goals. • Continuously exceeded sales goals for deposit growth, loan growth, wealth investment commissions and line of business referrals. • Consistently received passing ratings on all branch operation and compliance requirements.