Silvia Castro Email & Phone Number

• Identify & resolve gaps in client service through observation, coaching and feedback to field leaders as a Certified Client Experience Coach
• Partner with Human Resources and Learning & Development as a Client Experience Subject Matter Expert to design hiring guides and training programs for all field leaders, including Global Branch Manager and Assistant.
• Implemented an internal mentoring program as an active member of the Voice of the Employee Workstream and led a team dedicated to improving the workplace environment

Long Island City, NY

• Managed the end-to-end launch of a Customer Centric Communications campaign, including financial analysis, agency management and partnership with internal program managers
• Organized brainstorming/ideation sessions with external agencies to leverage industry best practices

• Managed a team of 8, retaining 100% of exceptional/highly effective employees while developing internal candidates for future career opportunities
• Outperformed the overall Retail Bank in employee satisfaction scores
• Hosted quarterly Financial Education seminars for local non-profit organizations in conjunction with internal partners to develop the communities in which we do business.

• Managed $3MM sponsorship budget in expansion markets (Boston/Philadelphia) to deepen existing relationships and increase brand awareness
• Executed the local NY Mets (Citi Field) relationship in partnership with Global Marketing and the Tri-State Citibank branches by executing activities to drive traffic and acquire new client relationship