Hayley Silva Email and Phone Number

• Oversees deployment of Net Promoter Score (NPS) Survey; works with Market Leaders to review market-level data and ensure that client complaints are addressed quickly and effectively• Co-led the Client Appreciation Gift Pilot; used data to determine population of clients to receive gifts based on annual revenue (fees +NII), will use learnings from pilot to help design a client appreciation gift strategy and process going forward• Spearheaded Competitive Intelligence Interview initiative to interview new hires to learn about practices at other firms to ensure WT stays ahead of the curve on industry trends; works to implement learnings from interviews• Assisted with pilot program for new role on client team; facilitated onboarding and feedback sessions to further hone the roles and responsibilities of the new position • Oversaw the migration of 55 relationships to new markets due to location of clients; worked with Risk department to ensure proper coverage for trusts dependent on state Situs and helped facilitate bulk update for coding• Co-led internal 2022 Wealth Price Realization initiative generating $2.7MM in additional reoccurring revenue - Collaborated with client teams and Market Leaders to select clients for the initiative and assisted with client negotiations by performing pricing analysis for different scenarios; utilized SharePoint to share data with the various Wealth markets - Worked with internal partners such as Legal, Billing, Marketing, as well as with an external mailing vendor to ensure successful implementation and superior client experience• Assisted with 2021 Price Realization initiative in which 2,200 Wealth relationships were repriced generating $19.8MM in additional reoccurring revenue; 94% of original uplift projected was retained across 11,500 clients• Worked with team members to streamline monthly reporting for proprietary asset management fees

• Utilized an Excel model to determine the profitability of new and existing clients• Conducts Ad-hoc profitability analysis for client-facing advisors for new and existing clients• Developed the target client dataset for Price Realization and presented the data to Market Leaders• Created all official reporting procedure documentation and used OneNote to create an information repository to be utilized internally• Corresponded with client-facing advisors to act as a consultative resource for pricing and fees to maximize client profitability

• Balanced management training program responsibilities with full-time role at Wilmington Trust• Attended training on communication, change management, and other competencies to enhance performance in role• Developed dashboards in Tableau to show departmental profitability metrics

• Used Excel to complete analyses and draw conclusions about the performance of the current product assortment in order to consider changes to the product mix to maximize profitability• Corresponded with vendors to ensure shipments arrived on time and tracked shipments using internal software• Utilized weekly financial reports to project future sales, inventory levels, and store allocation of merchandise• Completed a final project on a potential area of growth and presented the recommendation to company executives

• Assisted with taking inventory and filling online orders• Consistently provided excellent customer service to any guest who entered the store• Upheld J.Crew’s high expectations for store layout and appearance

• Worked with mid-size consulting firm to streamline and innovate its approach to sharing knowledge • Completed interviews with employees to gain insight into the effectiveness of current information sharing practices• Researched knowledge sharing at external companies to devise recommendations for improvement of firm’s information integration methods• Collaborated with team members to create presentations and prepare for Steering Committees; effectively worked alongside Babson MBA candidate project leader

Supported transfer students in their transition to Babson, co-taught First-Year Seminar class with Faculty instructor

• Assisted in interviewing, selecting, and training Recruitment counselors• Worked with VP of Finance to order food for Recruitment• Collaborated with all sororities to finalize the Recruitment bylaws

• Helped plan Spring 2017 recruitment for all sororities on campus• Ordered food and apparel for Recruitment events• Presented Panhellenic information to potential new members of one of Babson’s sororities• Helped plan Spring 2017 recruitment for all sororities on campus• Ordered food and apparel for Recruitment events; Presented Panhellenic information to potential new members of one of Babson’s sororities• Took notes at Recruitment Roundtables

• Pitched news stories to journalists and news outlets• Used online application, Cision, to create lists of contacts for specialty publications • Wrote Press Releases, Calendar Posts, and bylines for clients; proofread press releases and marketing plans • Researched editorial Calendars, news stories, and statistics to assist firm in creating public relations plans for clients• Attended meetings with clients and firm’s public relations team to create effective campaigns

• Completed market research on peer independent schools in the Boston area• Helped prepare geography list of current students to identify untapped markets• Entered prospective student inquiries into the school database, OnBoard• Proofread marketing and curriculum materials for grammar, punctuation, and consistency

Planned Programming chapters, Founders Day, and Senior Programming

• Contributed to Shipley’s Marketing and Communications Plan by creating charts to visually present the school's overarching messages and the vehicles for marketing • Brainstormed marketing events, marketing content, vehicles for marketing and ways to streamline the planning of marketing material for school events• Researched potential target markets in surrounding areas and enrollment trends in both independent schools and public schools• Analyzed the Parent Communication Survey responses to find trends and outlined the findings from the survey• Assisted with the materials sent to current families and with the reviewing of resumes for the Assistant Director of Admissions Marketing position

• Advised Chief of Operations about manufacturers for slippers• Coordinated on-campus deliveries for slippers• Assisted in creating presentations• Organized and recorded inventory in Excel