Amy Mittelman Email & Phone Number

Joined PNC Bank through their acquisition of Mercantile Bankshares. Responsible for coaching and guiding up to 69 branch managers and assistants that improved scorecard performance, audit results and loss reduction by identifying and focusing on controllable operational activities. Planned, scheduled, and conducted audit preparation and fraud prevention training for all branch associates. Performed systematic reviews of branch operations and cash. Selected by Senior Management to participate on multiple task force groups associated with the Mercantile to PNC merger to analyze and evaluate solutions for complex customer issues, resulting in minimal interruptions to customer service.PNC acquisition of National City:(special assignment) Improved quality and accuracy of inbound calls of 50 Branch Support Hotline Agent’s by 10% through coaching and feedback. Eliminated the backlog of equipment installations for 64 remote work-at-home associates by successfully implementing a project that resulted in merger conversion day readiness.

Joined Mercantile through their acquisition of Farmers & Mechanics Bank. Responsible for leading a department of 10 Branch Administrative associates that covered branch operations support, ATM deposit processing and maintenance, and the corporate mail room for a 20 branch bank. Developed and implemented strategies and tactics to improve performance of the Retail Branch associates as it pertains to operations, loss prevention and service.Selected for role because of excellent interpersonal and conflict resolution skills. Led the consolidation and down-sizing of two Branch Administration departments, including realignment of retail territories, post merger. Drafted, coordinated and implemented new branch policies and procedures with online access to manual, thus creating efficiencies and removing obstacles to providing excellent customer service. Wrote and revised work-flows and procedures for SOX compliance in the areas of New Account Opening, Wire Transfers and Deposit processes timely and within specifications.Appointed by Bank President to co-lead a project for a facilities renovation and the relocation of 140+ associates, resulting in successfully adapting a 40% smaller workforce to newly renovated facilities.Developed and recommended strategic plan to reduce retail branch associate turnover from 50% to 32%.Created and Managed a 10 person floating pool, maximizing efficiencies and reducing branch FTE.

Joined Bank of America through their acquisition of Maryland National Bank.While holding these various positions of responsibility: Mentored and coached 56 branch managers on operational issues, staffing, loss prevention and scorecard performance.Improved communication and performance through planning, and conducting monthly meetings with Customer Service Managers. Appointed to review all salary , disciplinary and promotional actions for 300+ service associates. Managed a 23 person floating pool.Coordinated capital expenditures and facilities projects as well as overseeing an $8 million salary and expense budget for the region.Provided project management expertise for the closure and consolidation of 13 branch facilities from several bank mergers. Supported 400+ branches in the areas of National Commercial & Internal account opening and coding. Co-managed safe keeping vault for the Mid-Atlantic region.Chosen to act as the point person for Bank Secrecy Act compliance activities