Silvia Castro Email & Phone Number

New York, Ny, Us

• 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 Branch Manager• 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