Barbara B. Email and Phone Number

As a Sales and Marketing Consultant and Trainer in the banking industry, I have improved sales and service through employee and management training, coaching, progress tracking and promoting customer communications that has lead to a highly tailored quality service. Improving customer relations and understanding their specific needs has consistently led to improving sales and customer satisfaction indices. I have a global view and understanding of the customer service delivery platform and have established effective working relationships across management and functional lines, delivering effective tools with tenacity and timeliness. As well as, designed and facilitated training course for region on how to use the Customer Relationship Manager (CRM) system delivered to 150 branches; 1,200 nonexempt employees and 300 management employees.

Maintains good customer relations with borrowers and effectively solves problems in an effort to resolve account delinquency and prevent losses while serving as a subject matter expert and provide training to fellow team members. Created and implemented communication scripts team members utilized when conducting an investigation or skip tracing.

Facilitated and coached branch standard operating procedures and coached the Customer Experience report to 16 regional branches, resulting in a 98% customer satisfaction rate.Provide counsel for PNC On-boarding program for new employees. Regional Coach for the Serving Customers Tomorrow campaign. Consistent employee coaching and evaluation of growth development. Developed and implemented goal objectives and productivity. Branch Champion and coach for the promotion of Mortgages. Teller Team Award for outstanding performance and growth. Achieved highest award level for the synergy of employee and customer engagement.• Acting as Floating Interim Manager during absent gaps for the branch and region. Developed market trainings, highlighting loss prevention, which increased awareness of local and national scams.

Coordinated with local universities by teaching and developing interns to their full potential. Evaluated team performance and provided guidance with structured development. Produced videos for non-profit organizations primarily focusing on staff training and life enhancing. Also consulted im social media marketing and advertisement. Managed all aspects of marketing from print releases, digital media, and social networking. Publicized various events; i.e., NJ Department of Human Service public hearings and multiple town functions. Work with various schools filming special events; i.e., college debates and performing arts school performances. Planned, organized, promoted and filmed a walk from Trenton State Capital to the White House in support of Assembly Bill A1673..