After 16 years of frontline facing roles within the banking industry, I now have the unique opportunity to leverage my experience in our Contact Center and Branches to identity key moments that matter for our customers and create distinct, delightful experiences. Own the vision and mission of the Consumer Servicing Journey, focusing on Simplifying My Banking experience, and lead the team by working closely with sponsors and stakeholders to drive alignment of customer outcomes and enterprise deliverables. In this role, I drive the launch of end-to-end customer journey experience projects across the Bank that impact our customers across all channels.

Led, coached, and developed a team of 20 Branch Managers and 100+ indirect reports, across 14 branches within the suburbs of Buffalo, NY. We aspired and delivered on serving our customers better than anyone else. We led with empathy and illustrated our community banking model by putting the relationship first by truly understanding moments that matter most for our customers. Grew domiciled deposits and loan in region through coaching and development of sales and prospecting skills by $200MM (from $2.1B to $2.3B) and loans by $85MM (from 421MM to $506MM) Applied Precision Leadership principles to achieve discretionary effort in our banker’s performance, focusing on behaviors, to exceed sales goals, while driving high engagement

Lead the M&T branch team’s outreach to retail and small business customers. Work with clients to understand their unique financial needs and deliver personalized solutions to help them reach their financial goals. Introduce business partners when appropriate to offer additional customized solutions such as treasury management, commercial lending, investments, insurance and forward and reverse mortgages. Exceed overall sales production while mitigating risk and maintaining operational efficiency.

• Turned branch around from non-performing to highly performing. Successfully managed partnerships with M&T Securities, Business Banking and M&T Mortgage to achieve annual sales results.

Exceeded overall sales production goal by 188% and 141% by profiling and identifying financial needs while leveraging appropriate business partners. Grew Business Banking household by 51 units and $26,520 of contribution through prospecting and utilizing PCS selling activities.

Manage the day to day operations of the One M&T Plaza and Jefferson Marketplace branch locations. Continually strive for high levels of customer service, operational excellence and sales production at the branch and individual level. As a New York State Licensed Bank representative, I assist my clients by understanding and assisting them achieve their most important financial goals.

Manage a team of 16 inbound telephone service representatives. Primary call types are from the online channel.

Selected as an internal candidate for the 2007 Management Development Program class based on outstanding academic and work performance. Completed aggressive 1-year program that provided in-depth training on each SBU and leadership principles.

Provide service to customers via the telephone. Service wide range of products and services including checking, savings, loans, CDs, Home Equity, and IRAs. Assist customers in all needs and proactively match products and services where appropriate.