David Verrone Email & Phone Number

United States

Hartford, Connecticut Area

Responsible for the direction and management of the Customer Service, Implementation and Deposit Support teams within the Treasury and Payment Solutions Group.

Directed and managed Business Customer Contact Center, Preferred Client Services Center and Cash Management Sales Support group. Site locations included East Providence, New York, Boston and Reading, PA.Key Accomplishments:• Designed and implemented a streamlined service activation system for setting up all cash management products and services. Cut implementation time by over 50% on new service set ups.• Traveled entire footprint (New England and Mid Atlantic states) to develop relationships with Sales officers and Relationship managers. Met with over 100 employees in five different states. • Created Preferred Client Services by building a team of virtual account executives to provide personalized, extensive services for large and high profile commercial customers (who keep an average of $1 million in deposits and pay $50,000 or more in annual service fees).• Received “Driver’s Seat” award for contributions to the company Diversity leadership program.

Managed the Business Customer Contact Center, Online Banking Support Center and Commercial Telesales teams. Key Accomplishments:• Designed and implemented a Quality Assurance program which raised customer satisfaction scores by over 30%.• Created new department policy and procedures manual.• Created an online knowledge base for employees that increased efficiency by 20% (measured by average handle time) and accuracy by 15% (measured by quality assurance monitoring).• Installed creative productivity and sales programs which resulted in productivity increases of over 25% and sales increases of nearly 50% for the department. • Selected to be the Diversity Champion for the entire line of business.

Implemented the strategies and tactics required to achieve the Commercial Markets Group’s revenue goals for telephone sales. Partnered with the Sales Director to develop business plans, marketing strategies and sales objectives for the unit. Key Accomplishments:• Started the department from scratch, building a high performing sales team from the ground up.• Interviewed, hired and trained all sales representatives.• Developed and implemented department sales incentive and quality programs.• Exceeded all sales performance goals for 2003, 2004 and 2005 including booking $1.6 million in new revenue for 2005• Presented department overview, training and sales initiative plan. Traveling to more than 40 Regional Executive meetings throughout the Bank’s New England and Mid Atlantic territory.

M.B.A., Management

B.S., Management

Activities and Societies: Pi Lamda Phi Fraternity, Archon 1987-88.

Human Resources Management

Education record