Experience

Smith Consulting Group

• United States
• Banking
• 1 - 100 Employee

• Senior Consultant

  • Mar 2023 - Present



CCG Catalyst Consulting Group

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Senior Consultant

  • Jun 2022 - Mar 2023



Fiserv

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Enterprise Training Manager

  • Sep 2019 - Jun 2022

  As the Manager of Enterprise Training at Fiserv, my role is to train, upskill, and consult with clients to teach them about Fiserv software and how best to utilize it during their day-to-day operations. I oversee a remote team that coaches our client’s employees including branch users, back office staff, loan servicers, and technical team members. I’m also responsible for finding ways to improve the training curriculum and delivery to enhance our ability to train clients on Fiserv best practices and use. Key Achievements: ● Received commendation from senior leaders for ability to plan and continuously improve training programs and enhance curriculum based on specific training needs. Show less



Salem Five Bank

• United States
• Banking
• 400 - 500 Employee

• VIce President, Learning & Development Manager

  • Oct 2015 - Apr 2019

  Leveraging my extensive professional experience, I effectively led and orchestrated training and professional development for 600+ employees. My job was to train team members to enhance overall customer service experience, engage customers, and facilitate organic growth. The role called on me to build learning curriculum and develop programs for employees, supervisors, and managers. I carefully reviewed course evaluations and implemented modifications for continuous improvement. I also created an organization-wide orientation program and overhauled retail training to ensure consistent blended learning delivery.Key Achievements:● Ensured continued organizational success by overseeing core conversion and revamping all training programs with fresh content and curriculum; increased average employee satisfaction score to 9.2.● Made critical contributions towards core conversion project; developed fresh content for 600 team members to meet customer experience expectations. ● Championed development of L&D Resource Center to provide all team members with access to training and referencing material via Google searches. Show less

• Vice President, Market Manager

  • Aug 2014 - Oct 2015

  As the VP and Market Manager, I was in charge of developing overall business operations, promoting community involvement, and coordinating sponsorship for Bedford market. It was on me to direct all aspects of store operations, sales, staffing, and customer experience. I developed a sound growth strategy focused on sparking growth by identifying business opportunities and driving revenue increases within key target sectors. I also utilized strategic marketing and tactics to meet revenge growth objectives.Key Achievements:● Blended business development and community relations efforts to build fastest growing branch in organization.● Grew deposits to $30M in six months and achieved all financial goals.● Oversaw first location to utilize “universal banker,” model’s success led to universal adoption by entire bank. Show less



Santander Bank, N.A.

• United States
• Banking
• 700 & Above Employee

• Branch Sales Manager

  • Mar 2012 - Jul 2014

  During my time with Santander, I was fully accountable for simultaneously supervising two retail banking locations branches in North Andover to include sales and profitability as well as business development, customer relations, and daily operations. It was on me to implement new processes to grow sales, build relationships, and ensure outstanding customer service. I applied my entrepreneurial spirit, professionalism, and quality leadership skills to deliver business solutions and was able to maintain satisfactory operational audit scores during my tenure. Key Achievements: ● Increased overall sales results by 68% from 2011 to 2012 and increased deposit growth by 149% from 2012 to 2013. ● Developed expert ability to build branch portfolios by forging iron-clad relationships with prospects while also maintaining and strengthening relations using outstanding interpersonal skills. Show less



Citizens

• United States
• Banking
• 700 & Above Employee

• Vice President, Regional Manager

  • Jul 2002 - Oct 2011

  Earlier in my career, I oversaw day-to-day and long-term retail bank operations for up to 17 branches within tri-city region, including sales, human resources, and reporting. My main duties were to manage branches while ensuring delivery of superior customer service. I was hand-selected to serve as a Change Agent for company expansion, directing build-out, staffing, and opening of six new branch locations in New York. My senior leaders commended me for driving effective sales growth strategies that increased our market share. I also worked closely with cross-functional teams to achieve growth targets, as well as to build and maintain active relationships with business partners to identify and leverage business development opportunities. Key Achievements: ● Spearheaded four turnaround assignments over six years. - Consistently improved employee engagement scores from bottom to top 2%. - Unfailingly took bottom tier performers into top 10% ranking. ● Earned Regional Manager of the Year Award in 2006 and four consecutive World-Class Performer Awards. ● Enjoyed tremendous success overseeing region in three major markets including Boston, Philadelphia, and Long Island. Show less