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 • 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 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