Nancy Castle Email & Phone Number

Charlotte, North Carolina Area

• Lead a team of 10 Field Credit Managers, ranked #1 in Lowe’s Consumer Card application performance fiscal '08 YTD also ranked #1 with $247.4 Million in YTD credit sales. • Field integration of handheld device compliance tracking tool across Retail Consumer Finance Organization. Resulting in $200,000 cost savings & a 3.0% improvement in compliance (out of 1.9 Million applications) and recognized by Sr. Mgmt.' with a GE Business Impact Award.• Teamed with Client to drive accountability… Show more • Lead a team of 10 Field Credit Managers, ranked #1 in Lowe’s Consumer Card application performance fiscal '08 YTD also ranked #1 with $247.4 Million in YTD credit sales. • Field integration of handheld device compliance tracking tool across Retail Consumer Finance Organization. Resulting in $200,000 cost savings & a 3.0% improvement in compliance (out of 1.9 Million applications) and recognized by Sr. Mgmt.' with a GE Business Impact Award.• Teamed with Client to drive accountability and execution of in store credit programs by developing a program that mandated application compliance requirements. Teamed to develop certification training for in-store credit champions. Recognized with a GE Business Impact Award.• Project lead to migrate credit program reporting to Lowe’s Executive & Store portal providing an immediate access point and line of site for Regional Management team versus prior “push” method. Resulting in a GE Business Impact Award. Show less

• Business Lead & Project Manager for the integration of the Exxon Mobil Commercial Card Programs & cross acceptance of both card types at branded retail locations. Accomplished within a 6 month time period compared to 18 months for competitors. Resulting in a President’s Club Award.• Managed the launch of a Canadian bilingual website that featured account maintenance, electronic billing & payment facility. Pioneered a team approach resulting in a processing contract for a small business… Show more • Business Lead & Project Manager for the integration of the Exxon Mobil Commercial Card Programs & cross acceptance of both card types at branded retail locations. Accomplished within a 6 month time period compared to 18 months for competitors. Resulting in a President’s Club Award.• Managed the launch of a Canadian bilingual website that featured account maintenance, electronic billing & payment facility. Pioneered a team approach resulting in a processing contract for a small business card portfolio with 369,000 cards & $8.9 Million in receivables. Resulting in a President’s Club Award.• Led design team charged with formulating business requirements for new enterprise wide IT operating platform to support new product and services based on voice of the customer feedback.• Managed program revenue & product development for the Private Label, Co brand and Affinity card channels. Designed & delivered product training program for Field Sales team. Resulting in a Wexcellence Award. Show less

• Managed a Commercial Card Portfolio for a key client, Mobil exceeding 100% of plan over a three year period. This included management and sales of marketing campaigns including collaterals and direct mail. Resulting in a President’s Club award.• Sold over $1.5 Million in contract services revenue for 3 consecutive years while a Client Manager. Resulting in a Wexcellence Award.

• Responsibility for indentifying, hiring & training 300+ employees during initial growth of start- up company through use of behavior based interviewing techniques. • Operations lead for rapid customer response strategies for processing errors that impacted the card portfolio. Served as point of communication for Customer Service, Technical Services, Marketing and Collections.• Designed and facilitated company- wide training in Spin Selling and Change Management.• Reduced voluntary… Show more • Responsibility for indentifying, hiring & training 300+ employees during initial growth of start- up company through use of behavior based interviewing techniques. • Operations lead for rapid customer response strategies for processing errors that impacted the card portfolio. Served as point of communication for Customer Service, Technical Services, Marketing and Collections.• Designed and facilitated company- wide training in Spin Selling and Change Management.• Reduced voluntary account attrition by 50% while leading a customer service team with an 85% growth rate. Show less

• Increased branch account balances by 30%; mortgage applications by 25%. • Branch named #1 in the nation out of entire branch network for customer satisfaction in 1989.

• Designed and delivered full day Service Excellence orientation program attended by all employees on their second day of orientation. Course exported to 3 Credit Card sites in the United States based on high satisfaction scores.• Designed and delivered Transaction Services Excellence course for all employee levels to instill service culture in all phases of operations.• Targeted Selection training and certification; CitiSelling certification

Lean Six Sigma Training

Facilitative Leadership, Spin Selling, Question Behind The Question

Ba, Communication Arts And Sciences

Self financed 100% of Education