Scott Nickel Email & Phone Number

Mentor, Ohio

I work with clients on an individual basis to understand their goals, developing a strategy for the long=term. Over time, we partner to ensure changes are made to facilitate client goal attainment.

Cleveland/Akron, Ohio Area

• Manage all aspects of Syndicated Commercial Loan Processing, including document review, loan booking and funding
• Direct teams in 2 states, Ohio and New Jersey, that service large corporate and direct small business functions
• Fostered ongoing line of communication with 24 regional markets and numerous vendors

Cleveland/Akron, Ohio Area

• Executed processes design to achieve business strategy in newly established line of business
• Monitored performance trends and made suggestions to improve efficiency and customer satisfaction
• Created specific action plans to drive consistent performance across all teams
• Advocated associate recruiting, development, execution and retention as defined by scorecard metrics
• Oversaw ongoing line of communication: 3 markets and numerous vendors

Cleveland/Akron, Ohio Area

• Oversaw queue of ~ $100M in pending charge off, month over month
• Consistently exceeded expectations for department performance goals resulting in distinction of Top Performing Team 26 of 34 months
• Developed New Manager Guidelines and lead on boarding process to assist new Team Leads to department with understanding key tasks, coaching expectations, metrics and staff development
• Outlined analytical strategies for queue management with proven results

Cleveland/Akron, Ohio Area

• Increased profitability by ~10% on consumer credit card portfolio by maximizing credit lines and mitigating risk
• Provided career coaching to 20+ associates, discussing career paths, conducting mock interviews and providing feedback and assisting with networking and resume building
• Enhanced loan quality and compliance through listening and account reviews
• Administered employee efficiency and customer satisfaction through surveys, coaching, and feedback
• Worked on Existing… Show more
• Worked on Existing Credit Account Management Reporting Project Team to build out daily reporting to show loss mitigation and trends Show less

Cleveland/Akron, Ohio Area

• Created winning environment where expectations were clearly stated and each individual received consistent, beneficial developmental feedback
• Supervised Online Banking Support team, assisting ~ 15K customers per month with all online related support issues
• Initiated Associate Experience Team: group of 20 department leaders and associates that discussed current “hot button issues”; developed resolutions that heightened associate satisfaction and productivity

Cleveland/Akron, Ohio Area

• Directed 30 sales associates to routinely exceed sales targets by 5% while attaining customer satisfaction survey scores of 9 (out of 10) or higher in performance driven environment
• Recruited and hired of seasonal workforce: 100-150 summer and school year associates
• Accelerated revenue growth by 10% by optimizing direct and indirect channels

Cleveland/Akron, Ohio Area

• Performed all budgeting/forecasting of expenses and expense variance for annual $120M budget
• Established and enhanced reporting, forecasting and analysis that enabled 5 sites to achieve operational goals
• Monitored key operating and performance targets to ensure conformance with divisional guidelines

Cleveland/Akron, Ohio Area

• Conducted staffing and call volume across multiple centers encompassing 300 lenders, ensuring optimal service levels were achieved
• Communicated and managed workforce reduction/overtime opportunities based on call volume analysis, historical trends and business needs to stay within expense levels and maximize efficiency