Rob Bordonaro Email & Phone Number

Cleveland, Ohio, United States

Transformed low-performing savings and loan sales culture in extensive statewide branch network throughout Florida within few short years to repeatedly rank tops in the most critical sales metrics. Led 900 employees over 105-branch network representing consumer and business clients, with additional responsibility for investment, mortgage, and business banking partnerships and team’s success regarding overall goals associated with all lines of business. Utilized intense client-centric focus, leading proven sales process, instituting consistent coaching activities, and creating sense of urgency over 13 years, to yearly rank as a top market in revenue and sales per banker. • Progressed J.D. Power’s client satisfaction rank in Florida from #12 to #1 during three years in market. • Improved NOH’s client and employee experience, which rose from bottom ranked to #1 or #2 spot in company, while consistently exceeding sales goals annually in consumer, business, investments, and wealth management. • Recognized annually as a top sales leader throughout nine West territory markets. • Facilitated consultative selling workshop for over 600 business bank, mortgage, investment, and retail bankers. • Managed Cleveland Browns relationship for five years, along with retail bank involvement with COSE.

Cleveland/Akron, Ohio Area

Oversaw leadership and management of Cleveland Clinic’s centralized complaint department while working closely with and responding on behalf of CEO, General Counsel, and Chief of Staff. Led 14 hospital systems’ “Patient Experience” efforts by managing 35 team members to ensure superior client experience at every touch point. • Increased patient loyalty 20% as measured by HCAHPS scoring system.• Hired Press Ganey (Gallup of healthcare world) to facilitate patient surveys and contracted with RL Solutions to replace 30-year-old complaint/client experience management system at every facility. Implemented and successfully led both company-wide technology projects from design to execution in 16 months. • Helped design EIC (Experience Intelligence Center) that housed all “voice of the patient” data, including employee compliments, patient and family complaints, discharge callback data, and HCAHPS survey information, with this centralized repository key in developing weekly “Patient Experience” dashboard.