QUALIFICATIONS PROFILE

Highly motivated, results-driven, and tenacious professional offering more than

25 years of retail management, customer service, and strategic business developm
ent experience. Consistently recognized for creating effective strategies and pl
ans to increase sales, capitalize on growth opportunities, and maintain profitab
le retail operations. Regarded as a hands-on manager and known for remarkable ab
ility in training and developing employees to foster team unity toward fulfillme
nt of corporate target goals. Accustomed to building win-win relationships with
diverse customers by providing innovative solutions and ensuring utmost satisfac
tion. Enjoy challenges with proven effectiveness to multitask in a fiercely comp
etitive, fast-paced environment.

CORE STRENGTHS

- Business Management and Operations

- Sales, Marketing and Promotional Campaigns
- Profit and Loss Projections
- Training Program Development
- Outstanding Public Relations
- Customer Needs Analysis
- Product Positioning and Corporate Branding
- Excellent Presentation and Negotiation Abilities
- Superior Interpersonal and Communication Skills
- Problem Resolution and Decision Making

SUMMARY OF EXPERIENCE

LEADERSHIP, TRAINING, AND SUPERVISION

- Determined staffing requirements: hired 50+ highly motivated sales and s
ervice personnel to enhance overall efficiency
- Spearheaded staff, organized schedules, and delegated specific duties an
d responsibilities
- Facilitated training to team members to develop competencies and achieve
the highest level of performance
- Fostered a positive working environment and team unity to sales, service
, and telemarketing staff to improve their profitability and gain ratios
RETAIL STORE MANAGEMENT AND OPERATIONS
- Oversaw daily operational business aspects focused on expanding deposit
and loan relationships and implementing joint business development and customer
appreciation projects with neighboring market offices
- Expertly managed the entire profit center, including commercial loan por
tfolio, deposit and loan levels, business development activities, and personnel
- Convened with senior management to evaluate financial statements, sales
reports, and other performance data to measure goal achievement as well as to de
termine areas needing cost reduction and improvement
- Adhered strict compliance with corporate policies, procedures, and regul
ations toward fulfillment of corporate goals
SALES AND MARKETING OPTIMIZATION
- Created marketing strategies, campaigns, and promotions to increase bran
d awareness and elevate sales
- Performed sales forecasting and strategic planning to ensure corporate p
rofitability while analyzing business developments and monitoring market trends
CUSTOMER RELATIONSHIP MANAGEMENT
- Established long-term quality relationships with key individuals or grou
ps in the community to provide total satisfaction as well as to generate sales a
nd new business opportunities
- Regularly interacted with clients to provide prompt response to inquirie
s concerning products and services as well as to address and resolve complaints
under time constraints

MAJOR ACHIEVEMENTS

PEOPLE’S UNITED BANK - MYSTIC, CT

CUSTOMER SERVICE / BRANCH MANAGER–MYSTIC PACKER OFFICE 2008–PRESENT
• Oversaw a $65M deposit base within a large traditional bank office with professi
onal commercial customer base
• Instrumental in commercial lending and expanding professional and upscale client
ele
• Delivered personalized service to wealthy individuals and address all lending an
d commercial needs
• Achieved branch annual sales goals by more than 100% and over $4M in mortgages
• Obtained over 100% of long-term investment goals and small business lending goal
s and repeatedly exceeded bank secret shopper expectations by 97%
PEOPLE’S UNITED BANK–BANKPRO TO FIS - NORWICH, CT
ADJUNCT TRAINER 2009–2010
• Trained hundreds of branch employees on how to use the new FIS program for proce
ssing all bank transactions
• Worked with branches on FIS Help-Line during the program conversion and develope
d FIS training materials
• Functioned as branch support staff during and following the conversion

PEOPLE’S UNITED BANK - BRIDGEPORT, CT

SENIOR LEARNING SPECIALIST 2006–2008
• Pivotal in recommending, developing, and implementing blended learning solutions
to address organizational transition, change management, leadership development
, and learning needs
• Demonstrated in-depth knowledge of organization diagnosis and adult learning the
ory; worked collaboratively with business units to identify and analyze learning
and development needs
• Established and implemented strategies in solving complex people or business cha
llenges utilizing organizational design methods, processes, and tools to identif
y issues and implement solutions
CUSTOMER SERVICE MANAGER / BRANCH MANAGER / RESERVE STAFF MANAGER 2003–2006
STORRS OFFICE - STORRS, CT: OCT 2005–APR 2006
• Oversaw a $40M deposit base within a traditional bank office on college campus w
ith professional and student customer base
• Instrumental in commercial lending and expanding professional and upscale client
ele
• Achieved branch annual sales goals by more than 100%
• Oversaw reserve staff for Uconn Market and held responsible for hiring, scheduli
ng and training
IN-STORE OFFICE, STOP & SHOP, OLD SAYBROOK - OLD SAYBROOK, CT: MAY–OCT 2005
• Applied dynamic leadership talents to a profitable seven-day Stop & Shop office
with $57M deposit base
• Provided expert oversight to business development, customer service, bank polici
es and procedures compliance, and profitability growth
IN-STORE OFFICE, STOP & SHOP, EAST LYME - EAST LYME, CT: JUN 2004–MAY 2005
• Recognized for opening the new Super Stop & Shop office where People’s United Bank
ad no prior presence; grew deposits to more than $8M in first year
• Generated in excess of $1M in consumer loans over a three-month period
• Greatly surpassed mystery shops by 100 and office shop average by more than 98
• Achieved over 100% of annual goals through putting forth outstanding sales calli
ng efforts
RESERVE STAFF / RETAIL MANAGEMENT TRAINING PROGRAM 2003–2004
• Completed a 6-month management training program covering comprehensive managemen
t procedures and policies
CURVES FITNESS CENTERS (6-FRANCHISE FACILITY) - GROTON, CT / BRANFORD, CT
CO-OWNER / OPERATOR 1999–2003
• Played a vital role in the successful startup of six new locations for a period
of two years
• Drastically increased new member levels from 0 to 3,000 and annual sales revenue
s to over $1M
• Recognized in the top 10% of more than 2,500 Curves franchise owners nationwide
NHSB, (NEW ALLIANCE) - NEW HAVEN, CT
PERSONAL BANKING DEPARTMENT MANAGER / ASSISTANT VICE PRESIDENT 1988–1993
• Conceptualized and implemented an efficient environment producing maximum sales
efforts and excellent customer service for the Bank's most profitable clients
• Highly praised for producing three times the previous year’s new business
NCNB OF NORTH CAROLINA (BANK OF AMERICA) - CHARLOTTE, NC
LARGE CITY MARKETING MANAGER / BRANCH MANAGER 1985–1987
• Commended for designing training programs on topics, including effective managem
ent styles, creative sales techniques, and customer relationship development

EDUCATION

BACHELOR OF ARTS IN EARLY CHILDHOOD EDUCATION (Graduated magna cum laude) - Quee
ns College, Charlotte, NC

LICENSURE & CERTIFICATIONS

NASD Series 6, 63 | Life Licensed | Provisional Teacher Certificate PreK-6, Conn

ecticut
Certified Teacher K-6, North Carolina