Donna Sayers Email & Phone Number

Irving, Texas

Farmers Branch, Texas

Business Analyst with a focus on quality while exceeding client requirements. Interfaced directly with financial institutions, regulatory agencies and customers seeking alternatives to foreclosure. Researched cases using Siebel, HomeSaver, AS400, LAMP and Flagscape. Completed required compliance training. Held positions in Quality Assurance, Editing and Training and Development

Corporate Trainer• Managed and facilitate credit card cross-sell training for customer service representatives (CSR’s) in Mortgage Call Centers and Bank Deposit Call Centers including sales teams in multiple states• Coordinated and facilitated product updates and refresher training• Responsible for cross-sell training for all new hire classes in Texas sites• Provided reinforcement training with monthly one-on-one listening sessions with 5 dedicated Texas teams coaching on cross selling techniques.

Sales Development and Training Drove Sales and Cross-selling initiatives in multiple call centersManaged and facilitated Countrywide's credit card cross-sell training program for customer service representatives in 8 Mortgage Call Centers and Bank Deposit Call Centers reaching more than 1000+ representativesFacilitated large classroom sessions to motivate and educate new hires and existing customer service representative in Texas, California and ArizonaCoordinated and conducted monthly one-on-one listening sessions with 8 Texas customer service teams coaching 150+ people on cross selling techniques Collaborated with Countrywide credit card vendor, FUSA on the development and implementation of a new Sales Training Program focusing on increased product knowledge and cross selling credit cards via 20+ customer service teams in Texas, California and Arizona. Quality ControlFacilitated internal quality assurance listening sessions to monitor 8 cross-sell teams to ensure correct product representationCoordinated remote listening sessions to monitor vendor call center transfer activity and qualityManagement Development Maintained close contact with 5 site Senior Vice Presidents scheduling briefings to provide updates on site performance and discuss new initiatives Met weekly with Loan Administration Vice President to develop and discuss on-going cross selling initiatives and program progress RecognitionInstrumental in the development and implementation of the Countrywide customer service recognition program that included the creation of posters, banners, T-shirts and trophies Presented awards at quarterly award celebrations recognizing top performers on 20+ sales teams at various Countrywide locations across the country

• Technical Education/Quality Assurance – Managed the department and facilitated education sessions such as New People Orientation, Customer College, Management Development, and Customer Satisfaction Testing. • Customer Listening Program – Managed the department and was directly responsible for enhanced Customer Satisfaction by scheduling and facilitating on average, 15 one hour listening sessions per month to an audience up to 300 people. Reviewed Customer account screens as telephone calls were monitored. Responsible for initiating and leading conversations, providing feedback to department managers. Sessions often resulted in Customers receiving telephone calls to clarify the result and satisfaction of their contact with MBNA.• Group Development – Managed and developed multiple business relationships within several sectors such as Professional organizations, Educators, Military, Colleges and Universities. Met with CEO’s, Alumni Directors, and Division heads to negotiate contracts, present program results while increasing product utilization to strengthen their relationship with MBNA. Frequently staffed Direct Promotions events to further strengthen membership loyalty while increasing account penetration and card usage. • Sales Instructor – Managed the relationships of 100 + Financial Institutions. Conducted sales education sessions in branches located throughout the Southwest Region. Created education manual for Guaranty Federal Bank branch sessions. • Customer Retention – Called customers in an effort to retain their business. Successfully achieved monthly retention goals.

Managed Quality Assurance in Dallas. Coordinated and facilitated education sessions such as New People Orientation, Customer College, Management Development, and Customer Satisfaction Testing. Directly responsible for enhanced Customer Satisfaction by scheduling and facilitating on average, 15 one hour customer listening sessions per month to an audience up to 300 people. Reviewed Customer account screens as live calls were monitored. Responsible for initiating and leading audience participation to provide feedback to department managers. Sessions often resulted in Customers receiving telephone calls to clarify the result and satisfaction of their contact with MBNA.Group DevelopmentAccount Executive managing multiple business relationships within many organizations such as Professional, Medical, Educators, Military, Colleges and Universities. Met with CEO's, Alumni Directors, and Division heads to negotiate contracts, present program results while increasing product utilization to strengthen the business relationship Directly responsible for the development and implementation of direct mail and telesales campaignsAttended organization events to further strengthen membership loyalty while increasing account penetration and card usage.

Managed the relationships of 113 Financial Institutions. Conducted sales education sessions in branches located throughout the Southwest Region. Developed and presented education materials directly to organizationsCustomer RetentionContacted customers in an effort to retain their business. Successfully achieved monthly retention goals.