PROFESSIONAL EXPERIENCE
Main Street Bank 2003 – October 2008
Assets: 150 million
DeNovo Bank
Executive Vice President
Retail Banking
Managed Retail Banking with accountability for the strategic direction of all retail sales, and operations. Built a strong sales culture through selective hiring, regular sales coaching, development of innovative products as well unique sales & non-traditional marketing promotions. Implementation of all computer systems (in-house and 3rd party). Additionally,
responsible for all audit and compliance.
• 60 million in new deposit growth in three years
• increased cross sell ratio from 1.5 to 1.90 in twelve month period
• Customer Satisfaction Score rating 98.5% (good or excellent)
• developed partnership programs with local businesses to increase sales & improve retention
• developed & implemented “On-Boarding” program to improve share of wallet
• score of 68 (average Financial Institution score is 50) on 2007 Risk Assessment completed by SunGard Technologies
ABN AMRO North America 2000 - 2003
Assets: $45.9 billion
Branches: 479 branches in Michigan, Indiana & Illinois
First Vice President
Retail Project Management
Managed eleven project managers with responsibility for department budget totaling 2.6 million dollars. Accountable for more than 100 projects including development of business plans, budget approvals, requirement documentation, communication strategies and accountability for project deliverables and matrixes.
• developed and implemented a Retail Compliment & Complaint Management System to ensure continuous improvement related to customer satisfaction
• implemented a remote print project supporting centralized loan documentation with electronic transfer capacity for timely customer closings
• installed cash balancing system to centrally manage and reconcile teller-balancing differences resulting in improving annual losses by 40%
MICHIGAN NATIONAL CORPORATION, Lansing, MI 1978 - 2000
Assets: $8.4 billion
Branches: 185 branches in Michigan
First Vice President 1997 - 2000
Financial Center Operations
Responsible for all deposit systems, select ancillary systems with a budget in excess of $3 million and 70 staff. Additionally accountable for all retail policies and procedures, customer satisfaction and alternative delivery programs.
• reduced branch transactions through teller efficiencies and customer migration to alternative channels resulting in a 40% reduction in transactions and the elimination of over 125 FTE’s
• negotiated outside check vendor contract yielding a 1.5 million cost reduction over two years
• implemented customer satisfaction program for all retail staff ; resulting in highest scores among peer banks
• managed global infrastructure project with budget of $13 million Developed Siebel CRM desktop, implemented on-line forms process and initiated concept for Direct Retailing Outlets
Regional Sales Manager – West Region, Grand Rapids, MI 1994 – 1997
Managed all consumer sales growth, deposits and loans, through proactive sales and marketing initiatives. Managed 35 branches with 280 full time equivalent sales people in the western part of the state.
• increased loan outstandings by 25%
• deposit base by 20%.
• developed and implemented Customer Satisfaction Program reflecting highest customer satisfaction scores statewide
EDUCATION
Retail banking degree –BAI School of Banking, University of Wisconsin, Madison, WI
Attended Indiana University, South Bend, IN
Attended Lake Michigan College, Benton Harbor, MI
PROFESSIONAL DEVELOPMENT
“A Framework for Project Management”, Project Management Institute, New
Horizons’ Computer Learning Center
Project Management Institute, Project Management Conference
“Creating the Future” Seminar, Dr. Jack & Carol Weber
Transformational Leadership Program, National Bank of Australia
“Leading the Values” Seminar, National Bank of Australia
AFFILIATIONS
Brandywine Optimist Club – Past President
Minority Involvement Committee, Niles Chamber of Commerce – Past Board Member
American Institute of Banking, St. Joseph, MI – Past Board Member
Four Flag Area Big Brothers-Big Sister, Niles, Michigan – Past Board Member |
