John Converse Email & Phone Number

Greenville, South Carolina Area

Alpharetta, Ga

Responsible for the administration and efficient daily operations of a full-service credit union branch office,including operations, product sales, member service, loans and security and safety in accordance with the Credit Union objectives. Travel to ADP Office locations to increase membership and promote financial education. Provide leadership, training and supervision; delegate day-to-day operations to other branch personnel. Accomplishments include:Increase credit union membership by average of 23 new members per month · Lead and develop Member Service Representatives by coaching, feedback and evaluationSuccessful sales and marketing to increase membership through site visits at other ADP locations · Zero unrecoverable credit union losses by fraud or lack of adherence to policy

Provide internal audit assistance specializing in the Financial Services Industry. Perform Operational, Loan and Branch Audits. Review Policy and Procedures for adequacy and make recommendations to Bank Management.Conducted quarterly audits of two out-of-state clients to identify and correct operational deficiencies

Responsible for facilitating and coordinating training for all departments in the Bank Operations Division. Develop and train Associates on all policy and procedure changes and assist in documentation of new or modifications to existing P & P in order to ensure Board approval.

Facilitated and coordinated all training for the Bank Operations division. Developed materials and trained associates on procedural changes, system changes, new initiatives and regulatory compliance. Also coordinated and delivered New Hire Training. Also worked on core conversion related projects. Accomplishments included:Increased scores for Bank Operations monthly quality assurance quizzes by 10 basis pointsManaged project to create process flows, document and publish Bank Ops Policy and ProceduresAssisted with Bill Pay application upgrade to include training facilitation and on-site support for Customer Service Call CentersWorked on core conversion related projects by providing a full range of program management assistance including maintaining overall program project plan, supporting project managers and the Program Engagement ManagerEstablished the "Program Management Office" and responsible for reporting and using project management tools · Created and managed SharePoint website for Program information and documentationAssisted with successful ATM/Debit Card core processor conversion impacting 100,000+ customersSelected to assist the FDIC with bank shutdown and successful account migration to another Financial Institution

Directly involved in successful Banking Center hardware and software upgrade initiatives impacting 1,300+ Banking Centers and 3,000 Associates. Additional responsibilities included follow-through, implementation training, and problem resolution. Involved in all aspects of development lifecycle, including Gap analysis, Current to Target Environment Assessments, User Acceptance Testing and documenting lessons learned. Accomplishments included: · Created Banking Center Hardware Refresh Field Support Approach for the testing and certification of new hardware and Windows XP Operating System deployed to 1300 Banking Centers in Texas, New Mexico and FloridaManaged group of 15 Field Support Associates for the Banking Center Hardware Refresh project. Duties included role definition and development, training facilitation & curriculum development, scheduling, meeting facilitation, metric tracking and daily issue resolution · Tracked and managed Hardware Refresh Field support budget of $250,000 to ensure end of project was =/- 10% of targetCoordinated with the Banking Center Hardware Refresh DFSS Greenbelt team to define efforts around process improvements for `faster, better, cheaper' hardware implementations. Financial savings were approximately $500,000Led team to develop Conversion Guide for 700 Banking Centers to successfully convert Teller Systems

Worked as Project Team member responsible for system conversion for high profile/high sales volume Private Banking Division. Directly responsible for managing the team that successfully consolidated Chicago Private Bank Telephone Banking unit to Bank of America Call Centers. Worked with several Vendors to seamlessly convert Customer Access IDs to target system with no impact to the Private Bank Clients.Managed and researched high risk project issues to ensure zero impact to the project implementationActed as subject matter expert for the Chicago Private Bank associates by providing onsite support for both pre- and post- conversion · Reviewed and contributed tasks to the Conversion Guide and training materialsConducted testing of the desired solutions in the Testing and Dress Rehearsal phases prior to ImplementationResponsible for the successful Model Bank Conversion through the use of project management tools and best practices Performed Gap analysis for migration of legacy Telephone Banking unit to Target solution

Managed 15 associates in an internal call center that provided second-level hardware and software support of Banking Center Applications. Maintained goal of one-call resolution for Banking Center system issues to mitigate customer impact. Workedwith multiple vendors to provide service calls if phone resolution was not possible. Used Call Center software tools to monitor teams' performance, completed performance appraisals and provided feedback to Management for merit increases.Accomplishments included:Ensured that team maintained an Answer Rate of 80% of calls in 30 seconds or less, Average Handle Time of 7 minutes or less, and an Abandonment Rate of .05%Selected as project team member to provide on-site support to ensure an on-time opening and readiness for new HelpLine site