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Strategic senior leader with 18+ years experience focus on enhancing employee and customer satisfaction and journeys. Proven expertise in designing and implementing comprehensive customer/employee centric strategies, creating seamless interactions and optimizing overall user experiences to drive growth.
Five Star Bank
View- Website:
- five-starbank.com
- Employees:
- 654
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Head Of Customer ExperienceFive Star BankBuffalo, Ny, Us
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Member Board Of Directors - Executive TeamVia: Visually Impaired Advancement Nov 2018 - PresentBuffalo, Ny, Us -
Head Of Customer ExperienceFive Star Bank Nov 2021 - Dec 2023Warsaw, Ny, UsSenior leader responsible for shaping and optimizing the overall experience for customers and employees. This includes developing and implementing strategies to enhance satisfaction, loyalty and engagement across various channels, utilizing data driven insights to refine processes, and ensuring consistency in brand messaging and service delivery. Key focus to understanding and meeting the needs of customers, fostering a customer centric culture, and driving innovation to deliver exceptional experiences that align with the organization’s goals and values.
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Business Banking - Customer Experience & Change ManagementM&T Bank Dec 2015 - Nov 2021Buffalo, New York, Us -
M&T Securities - Sales & Servicing Enablement & Customer ExperienceM&T Bank Sep 2011 - Dec 2015Buffalo, New York, UsLed a team of 24 FINRA licensed professionals, managing four direct reports across Sales & Servicing teams, including Advisor Support, Client Solutions, FA Inside Sales, & Case Management. Through strategic initiatives, enhanced service and sales metrics annually. Additionally, drove annual revenue exceeding $1M, contributing to sustained business growth.Established strategic initiatives like the Career Development Program, nurturing talent and enhancing organizational capabilities and implementing revenue-generating client fee structures and leading critical projects.
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Retail Banking Division - Sales EnablementM&T Bank Aug 2009 - Sep 2011Buffalo, New York, UsResponsible for conducting comprehensive business reviews and provided strategic insights for market optimization. Analyzed performance metrics of 800 retail employees, driving revenue growth through incentive program enhancements. Additionally, ensured accurate Retail Sales compensation & incentive across 250 branches, collaborating with stakeholders to resolve complex issues.
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Retail Banking Division - SalesM&T Bank Jun 2007 - Aug 2009Buffalo, New York, UsAchieved a 228-customer portfolio growth by effectively promoting a range of banking products, including investments, mortgages, and diverse financial services. Demonstrated proficiency in servicing and profiling clients to address their transactional, borrowing, savings, and protection needs, while adeptly identifying and capitalizing on sales opportunities. My role in the Management Development Program honed my technical skills and leadership abilities, leading a team to enhance customer relationships and drive revenue growth.
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Management Development Program (Mdp) - Finance Analyst TrackM&T Bank Jul 2006 - Jun 2007Buffalo, New York, UsOne of 44 employees selected to participate in a year-long non-rotational training program, consisting of a year long project, designed to strengthen leadership skills such as the ability to create vision, build alliances, and drive results with a placement in Finance.As a Financial Analyst, I developed pricing models for a $1B portfolio, providing crucial insights to senior management. Proficient in financial modeling, balance sheets, and income statements, I excel in analyzing capital expenditures and issuing strategic recommendations.
Mai Nguyen Skills
Mai Nguyen Education Details
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Niagara UniversityFinance & Economics
Frequently Asked Questions about Mai Nguyen
What company does Mai Nguyen work for?
Mai Nguyen works for Five Star Bank
What is Mai Nguyen's role at the current company?
Mai Nguyen's current role is Head Of Customer Experience.
What is Mai Nguyen's email address?
Mai Nguyen's email address is mn****@****mtb.com
What is Mai Nguyen's direct phone number?
Mai Nguyen's direct phone number is +171684*****
What schools did Mai Nguyen attend?
Mai Nguyen attended Niagara University.
What skills is Mai Nguyen known for?
Mai Nguyen has skills like Financial Analysis, Banking, Portfolio Management, Commercial Lending, Finance, Financial Modeling, Credit Analysis, Management, Retail Banking, Securities, Wealth Management, Strategic Financial Planning.
Who are Mai Nguyen's colleagues?
Mai Nguyen's colleagues are Dave Netter, Mary Jean Lignos, Jamielyn Stansfield, Margaret Bouchey, Anthony Giambrone, David Hare, Adam Bickel.
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