Mary Mayo Email & Phone Number

Developing and facilitating innovative training programs for Leadership and Development including a Banking Academy and Emerging Leader Programs.

Sales and Service Leader over a group of retail branch locations in South LA. Focused on increasing growth opportunities, exceeding customer service standards, developing employees and ensuring a positive customer experience for both internal and external clients.

Baton Rouge, Louisiana Area

Provide subject matter expertise regarding Anti-Money Laundering (AML) risks for high risk clients and monitor controls for quality to ensure appropriate risk decision rationale. Perform on-site visits which focus on a positive client experience and assist relationship team with the qualification of prospects to include the review of sales opportunitiess. Define business requirements, establish procedures and develop training materials to support the deployment of new emerging risk clients.

Baton Rouge, Louisiana Area

Managed a team of over 20 commercial client service professionals in multiple locations across Louisiana and OklahomaImproved client & employee satisfaction through actively listening, engaging in client visits, assisting with service issues, and show coaching shortcuts for resolution.Faciliated national projects for service applications that increased production and reduced errors which ultimately provided a positive client experience.Effectively utilized business partner relationships to enhance and escalate the timely resolution of client issuesPerformed semi-annual talent reviews, identified top talent, mobility opportunities, succession plans and bench strength

Baton Rouge, Louisiana Area

Increased small business sales by 20% in designated branches across Louisiana, established and facilitated ongoing banker training in order to improve the client experience, minimize documentation errors, reduce risk gaps and enhance credit skills for uncovering borrowing needs, maximized business banking sales performance of deposit and credit products in multi-geographical territory and developed business partner relationships within multiple lines of businesses to assist in escalation process

Baton Rouge, Louisiana Area

1. Escalation Manager - Designed and implemented a national centralized escalation team providing root cause analysis and timely resolution of customer requests for all deposit and loan related issues, motivated, managed and developed subject matter experts in multiple locations to improve the customer experience through delivering same day solutions, created job aids and facilitated training to assist in the reduction of Banker Feedback Escalations of 66% over a six month period, strengthened line of business partnerships and improved internal customer satisfaction survey scores 25% over previous year by developing detailed action plans and timelines to improve quality service2. Employee Development Manager - Established, implemented and facilitated National Service Excellence Training for the Central Technology Operations organization while focusing on team building workshops to improve employee engagement, developed and delivered professional and leadership training for management teams focusing on change management, customer service, performance management, operational controls, and financial discipline which resulted in a 20% improvement of the departments employee engagement scores over previous year, facilitated semi-annual talent reviews and identified top talent, mobility opportunities, succession plans and retention practices for the site 3. Account Maintenance Department Manager - Managed 12 departments with a $7.9 million budget, consisting of 120 employees performing deposit and loan account maintenance and regulatory functions for various lines of businesses, developed direct reports to improve analytical skills in order to evaluate and measure performance against department goals of financial discipline, risk mitigation and productivity, executed through project management of site migrations, system conversions, bank consolidations and process improvements without missing Service Level Agreements or Key Performance Indicators

Baton Rouge, Louisiana Area

1. VP, Louisiana Credit and Sales Manager - (1996-2005)Recruited, trained and managed 14 employees statewide to produce mortgage loans and partner with the branches in an effort that exceeded mortgage loan goals by 111% or $10 million, managed and supported all credit card and consumer lending promotional activities for branches including the launch of LSU affinity credit cards, increased home equity loan originations 15% and improved loan accuracy 55% within the first year, developed sales teams in multiple locations to coach and model all phases of the National Sales Process in branches with a strong focus on retaining clients, profiling to deepen relationships, overcoming objections, closing the sale and following up 2. AVP, Telephone Banking Sales and Service Manager - (1994-1996)Managed 110 employees and a $2.2 million budget while developing a cutting edge inbound/outbound telesales program for deposit and loan products, coached sales team to profile customers over the phone for cross sell opportunities, reengineered sales and service procedures and increased customer satisfaction by 25%, migrated the national call center from Baton Rouge to Houston without missing Service Level Agreements3. Consumer and Community Banking (1994-1983)Developed a training academy for all platform employees for systems, sales and product knowledge for deposit accounts and consumer lending as the District Sales Manager in New Orleans, established the first retail branch in New Orleans and became the Assistant Branch Manager while managing 7 employees and a portfolio of $2.5 million in loans and $34.9 million in deposits, performed financial credit analysis for Commercial Banking during Management Trainee rotation, consistently exceeded sales goals for deposits and loans by 15% – 20% while working as a Senior Customer Service Representative, performed paying and receiving functions while attending college