Mark Metcalf Email & Phone Number

Gwinnett County, Ga

I am accountable for leading the development & operations of the virtual branch which serves as a direct sales & service channel supporting retail and commercial accounts. Sales & Service activities include inbound/outbound contact center, online banking, mobile banking, and virtual banking kiosks.Since 2011, we have grown from a "switchboard" operation transferring 80% of the calls to achieving 1st Time Resolution of 77% of the interactions, from opening 0 accounts to opening over 1640… Show more I am accountable for leading the development & operations of the virtual branch which serves as a direct sales & service channel supporting retail and commercial accounts. Sales & Service activities include inbound/outbound contact center, online banking, mobile banking, and virtual banking kiosks.Since 2011, we have grown from a "switchboard" operation transferring 80% of the calls to achieving 1st Time Resolution of 77% of the interactions, from opening 0 accounts to opening over 1640 accounts for over $167MM in balances, from 0 outbound sales & service calls to over 70,000 a year with 93% SLA and over 95% Customer Sat scores. While keeping expenses flat, we have introduced Mobile Banking, Mobile Deposit Capture, Virtual Teller Banking, Online Account opening, Bank By Phone loans and payments, QA & Training Support, and a redesigned Website which has been the recipient of several awards for content and responsive design. Show less

Columbus, Ohio Area

Internet Channel Leader of respective internet programs in insurance & investments, primarily focused on redesign of website usability and design to improved service and sales. Responsible for participating with senior business executives to establish the collaborative strategic direction. Lead the operational delivery of eMarketing design and implementation across assigned business units in alignment with IT & Marketing.

Accountable for the design, launch, and leadership of the retail direct sales channel. - Served as Principal of the OSJ, FINRA Series 7 and Series 24 registered investment professional, licensed in Life, Accident & Health Insurance, Variable Annuities. - Grew sales operation in first year to $258MM in assets under management (AUM) and 6902 clients. - Record performance with 88.5% retained assets. - Facilitated agent de-registration of 116,626 accounts valued at $1.41B with no… Show more Accountable for the design, launch, and leadership of the retail direct sales channel. - Served as Principal of the OSJ, FINRA Series 7 and Series 24 registered investment professional, licensed in Life, Accident & Health Insurance, Variable Annuities. - Grew sales operation in first year to $258MM in assets under management (AUM) and 6902 clients. - Record performance with 88.5% retained assets. - Facilitated agent de-registration of 116,626 accounts valued at $1.41B with no client complaints Show less

Accountable for 25 Corporate Client Relationships, associated P&L responsibility for inbound / outbound sales & service call center operations in US, Panama and Canada; annual revenues over $50MM; over 1600 associates.- Increased inbound portfolio from 5% of total portfolio to 45%.- Top 3 provider status; 2004 Provider of the Year for Bank of America. - Clients include: Prudential, USAA, BCBSA for service and claims; GMAC, Countrywide, Coverdell, Cendant, Central States, MinnLife… Show more Accountable for 25 Corporate Client Relationships, associated P&L responsibility for inbound / outbound sales & service call center operations in US, Panama and Canada; annual revenues over $50MM; over 1600 associates.- Increased inbound portfolio from 5% of total portfolio to 45%.- Top 3 provider status; 2004 Provider of the Year for Bank of America. - Clients include: Prudential, USAA, BCBSA for service and claims; GMAC, Countrywide, Coverdell, Cendant, Central States, MinnLife, MMIG, AMEX, Bank of America, CIBC, TD Bank, US Bank for sales and retention. Accountable for coordinating the application, overseeing SITEL call center operations & campaign management activities in serving Clarica Life Insurance customers during the acquisition process by Sun Life Insurance in Montreal, Quebec.- Served as the single point of contact for SITEL to manage the clients and vendors.- Campaign resulted in 52.63% Gross Margin, two subsequent extensions to the contract, Show less

Greater Atlanta Area

2000 - 2001 SVP, Consumer Contact Management- 752 associates, domestic&international, operating plan of $30.2MM, $120MM in marketing- Reduced expenses by $2.8MM in FY2000 supporting 5.3 million sales & service calls- Improved SPH by 18% on targeted telemarketing programs- Reduced vendor base by 40% supporting 5MM hrs of telemarketing- Conversion rates of 17% in balance transfers for credit card- 3.2MM calls to administer cross-sell activity for card activation- 100%… Show more 2000 - 2001 SVP, Consumer Contact Management- 752 associates, domestic&international, operating plan of $30.2MM, $120MM in marketing- Reduced expenses by $2.8MM in FY2000 supporting 5.3 million sales & service calls- Improved SPH by 18% on targeted telemarketing programs- Reduced vendor base by 40% supporting 5MM hrs of telemarketing- Conversion rates of 17% in balance transfers for credit card- 3.2MM calls to administer cross-sell activity for card activation- 100% client retention while managing 20-25% annual growth of inbound sales & service- Start-up of two 250+ seat centers1998-1999 VP, Consumer Marketing Services- Ran Program Office; managed consultants, responsibility for business initiatives.- Chairman of contact center integration and global marketing operations contact center planning- Senior manager of Creative Services – Achieved $600,000 savings- Senior manager of owned sales & service call centers, vendor manager of telesales1997-1998 VP, Corporate DevelopmentPerformance consultant to senior and executive managers. Facilitated leadership development in operational strategy and core skill competencies. Implemented activity based costing.- Realized an estimated $2MM in cost savings the first year- Supported process improvement contributing to 100% Mortgage Channel client retention- Designed and implemented Quality & Productivity Improvement Process1996-1997 VP, Auto Operations DivisionLed 350 associates. Ad hoc member on ExecComm. Call center techniques resulted in::- $3.3MM expense savings- First vendor/partner to receive Ford’s prestigious Worldwide Quality Award- $2.3MM savings to client’s operating costs which enabled growth in products & services- $1.2MM savings in claims processing efficiency1992–1995 VP & GM, Collateral Risk Management- Accountable for 270 associates in nationwide operations.- Achieved a 24% improvement in unit cost per loan managed- Consolidated operational functions in GA, AL, DE, TX Show less

1987-1992 Vice President & General Manager, Treasury Services Operations Accountable for 434 associates in 24x7 environment with operating plan of $9.2MM, 1100 client accounts, 1.5MM remittances monthly, $21B in deposits- Streamlined performance management reducing line management by 33%, improved service quality performance by 376%, absorbed 20% annual growth with a flat budget, eliminated backlog1995 Senior Vice President, Director of Operations (BankSouth)Accountable for… Show more 1987-1992 Vice President & General Manager, Treasury Services Operations Accountable for 434 associates in 24x7 environment with operating plan of $9.2MM, 1100 client accounts, 1.5MM remittances monthly, $21B in deposits- Streamlined performance management reducing line management by 33%, improved service quality performance by 376%, absorbed 20% annual growth with a flat budget, eliminated backlog1995 Senior Vice President, Director of Operations (BankSouth)Accountable for 250 associates in cash management services, operating plan of $18 million- Member of senior management which completed reengineering plan of front/back office processing - 50% savings of core process expense within 3.5 years [Acquisition preempted implementation]- Service quality and production sustained without degradation during integration of bank operations Show less