First Citizens Bank, Raleigh, NC Telephone Sales Supervisor, VP/ Premier Client Solutions Support Manager, VP (2016 – 2023) Lead Sales team within the Premier Client Solutions group focused on establishing new consumer loan & deposit products and services with a heavy concentration on Real Estate secured loan products.  Developed strategic partnerships with internal department leaders to create efficiencies and deliver a stellar customer experience to prospects and existing clients.  Liaised with Executive Leadership and cross-functional teams to onboard clients through multiple Merger & Acquisition sales processes.  Implemented processes to achieve risk/controls audit ratings for sales/operations, quality/ compliance goals. Reviewed and updated Policy & Procedure Manuals to ensure accuracy and compliance.  Established an annual budget proposal for the Telephone Sales department. Key Accomplishments: Drove team to consistently deliver results and exceed departmental consumer loan dollar goal by 117% in 2020, booking a total of $46.4MM in consumer lending products/services for the bank, exceeded loan sales goal by 132% in 2021 with a total of $52MM in booked loan dollars, and an additional 32% YoY growth with a total of $76MM booked in 2022. Created strategic sales action plans that have enabled team to exceed goals across every category in both booked loan dollars and loan fee revenue, team is currently on track to exceed 25% YOY loan growth in 2023.  Built team morale, increased employee engagement, and increased retention by welcoming diverse and inclusive ideas during our team meetings and 1:1 session with staff members.  Achieved overall team transformation through coordination and execution of key initiatives by partnering with multiple departments within the Customer Contact Center and other internal partners.  Served as liaison between key internal/external departments to ensure clear effective communication.

First Citizens Bank Customer Contact Center Supervisor, VP | Raleigh, NC | 2012 – 2016Managed a team that provides business operations, customer service, and inside/outside sales support and resources for branch associates.  Received Chairman Frank Holding Exceed Award 2014 for driving scorecard results, service level enhancements, and call quality improvements. Ensuring acceptable service levels are met for retail and business customers. Keeping abreast of operations policies and procedures, customer service programs, and sales strategies. Monitoring call themes and process improvement opportunities.  Developed and maintained strong relationships with support departments to ensure smooth call and client transactions. Partnered with training liaison and Human Resources for training delivery and employee development. Hiring and recruiting of qualified staff to support internal/external client base. Managed first fully remote SC Team virtually from Raleigh site through 2015 NC/SC Merger.  Trained SC Agents on systems, functionality, quality, process, and procedures. Success led to promotion to Telephone Sales Supervisor in 2016. Created a new process to execute high dollar wire transactions, working with branch bankers, to create new transactions which led to an Exceed Award in 2016.

Citi Cards Customer Service Unit Supervisor | McLeansville, NC | 2010 – 2012Built a team that effectively supports client programs, products, and services. Developed sales techniques to drive revenue growth.  Received Quality of Excellence Award in 2011 for leading overall customer service team in sales product results.  Successfully trained customer service sales agents on how to effectively transition calls and cross sell products.  Delivered consistent sales results, scorecard performance, and quality results for two years in the department.

Citi CardsCollections Unit Supervisor | McLeansville, NC | 2009 – 2010Monitored quality assurance metrics and daily production to reach all measurable goals. Received Quality of Excellence Award in 2010 for leading overall collections performance. Oversaw collection teams’ performance through forecasting, call projections, and dialer monitoring.  Trained new hires to effectively navigate bank systems, collect funds within different buckets, and overall call quality.

Citi CardsTalent Acceleration Program Associate | McLeansville, NC | 2008 – 2009Assisted senior management with collections, managing internal teams and reporting.  Working with senior management to share best practices and learning the skills to be a transformative leader.  Demonstrated business knowledge through the guidance of management and through presentation. Resolving and handling escalated issues as needed.  Completed Citi Cards 2-year Talent Acceleration Program (TAP) in under 18 months. Promoted to Collections Supervisor Role immediately following completion of TAP.