* Support sales and customer experience strategy for 26 branches (2 Regions), accountable for tactical execution in one or more channels. * Support the development of tactics aligned with strategic priorities. Implements initiatives to grow revenue including acquisition, growth, retention, and cross-channel experiences.* Through observation and coaching, identifies variability in performance and makes recommendations to management to address performance gaps.* Directs the development and delivery of readiness materials for the execution of sales and client experience initiatives.* Coordinates the execution of sales and customer experience strategies and tactics with key stakeholders. Monitors, observes and coaches at front line. Communicates results and best practices, and makes recommendations to management.

Vice President- Branch & Business Center Manager NLMS# 603821

I'm currently the Branch Manager and Small Business Banking Specialist at PNC. I manage a team that focuses on exceptional customer service by deepen our customers share of wallet through cross selling a variety of banking products that will help our customers achieve their personal and financial goals. I also work with Small business owners up to $1M in revenue, helping them improve their cash flow through merchant services, treasury management, and business lending.2012 Human Sigma Club 62012 Market All Star & Circle of Excellence winner2013 Gallup Great place to work award recipient

Responsible for managing 14 employees on a daily basisBranch is responsible for increasing customer acquisition and revenue through cross selling products and providing excellent customer service. (Measured by a P&L ranking)Perform operational audits to maintain the highest level of efficiency, accuracy and compliance with industry regulations.Honored in 2009 for outstanding customer service, award given to top 10% of branches across the country Responsible for increasing the Lorain branch total revenue from the bottom 25% in the country to top 25% in first year by improving over all branch acquisition and cross sell.Promoted in 2009 to take over a high volume under performing branch and have increased revenueby 25% to move them out of the bottom 20% in the country.

Responsible for managing 15 Associates in the Customer Satisfaction division. Team is responsible for new business development, increasing current account revenues, cross selling programs, and maintaining service levels. Recently recognized as one of the top managers across the national division to achieve "big four goals" including revenue, cross selling, mortgage and credit protection Improved team's overall ranking from 17th to 8th in Cleveland division since taking on role Increased revenue 210% from June through August Responsible for personnel management and team career development

Rotational leadership program providing exposure to key corporate departments, including Customer Satisfaction, Customer Marketing, Customer Assistance, Customer Retention and Existing Customer Credit. Presented benchmarking analyses to senior management, making recommendations for departmental enhancements in operational efficiency Revamped Summer Intern program and corresponding training manuals Responsible for managing associate level staff, administering regular feedback through listening sessions, work reviews, and performance appraisals Developed a best practices guide for Customer Satisfaction management team to improve overall customer satisfaction and efficiency Provided manager coverage as needed across all rotational departments Honored as a Distinguished Performer for the first and second quarters in 2006 for achieving the highest manager review scores as a Customer Relationship Manager Achieved a rating of "significantly exceeds expectations" on management performance assessment upon completion of program

Responsible for making judgmental loan decisions on new loan applications and developing existing customer relationships with company Successfully earned lending authority in Credit Acquisition and Business Lending Made critical lending decisions on unsecured products ranging from $1,000 to $100,000 while mitigating risk and loan loss Performed due diligence to evaluate existing customer credit line risk Consistently exceeded monthly goals and performance expectations

Responsible for managing high-priority accounts, providing assistance in the area of debt management and payment programming/restructuring. Consistently exceeded collection goals in region/territory Recognized by peers as "Most Valuable Team Member" on four occasions over 2002 and 2003 based on team orientation, leadership, attitude, overall performance and team contribution Instrumental in shaping and implementing mentoring programs to support training and development efforts, leading to increased departmental collection rates Team responsibilities include management and coordination of daily/weekly progress reporting, desk top security, queue management, community service Led task forces and senior management roundtables aimed at improving revenue generation, team goal attainment and operational productivity Chosen as a Business Leader on five occasions as a Customer Account Manager for achieving the highest percentage above company goal.

Manage credit card customer inquiries regarding products, services, benefits and issues. Exceeded monthly goals during tenure in department Promoted new products and services, including home equity loans, automobile insurance, balance transfers, consolidation loans and credit bureau protection Received numerous commendations for Quality Service Winner of Polo Club Award from March of 2000 through October of 2000, for placing in top 3% of goal attainment within department