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5 Pine Hill Avenue H: 203-857-0128
Norwalk, CT 06855 C: 203-216-3747

Senior operations executive and general manager with proven leadership at a premiere financial
institution. Recent background in building and running one of the best call center operations in the
nation. Experience in customer care, sales, merger integration, operations and consumer credit.
Outstanding track record in creating a diverse workforce of high performing teams, resulting in
employee loyalty, outstanding customer relations, community enrichment and shareholder value.



Predecessor banks: Wachovia Bank, N.A., First Union, First Fidelity and Union Trust Co.
Senior Vice President - Director, Staffing & MIS (2004 – 2009)
As a member of the senior leadership team of Wachovia Direct Access, responsible for workforce operations
and management information & analytics for bank’s contact centers. Wachovia Direct Access is Wachovia’s
centralized contact center channel handling 250M contacts annually for sales and service. Direct Access annual
operating budget > $300M, Revenue > $800M. Provided staffing and reporting support for 15 contact centers
employing 6,800 + teammates across the US and internationally through outsourcing. Products / services
handled include: general banking, deposits, equity loans, mortgages, credit cards, online, wealth management,
investment services and business services. University of Michigan’s American Customer Satisfaction Index
rated Wachovia # 1 large bank in customer satisfaction for the last eight years.

• Planned strategic direction as member of Direct Access senior leadership team

• Coordinated staffing /reporting for significant merger integrations: Wells Fargo, Golden West,
Wachovia, South Trust
• Evaluated offshore outsourcing opportunities for departments
• Established staffing plans for 500 seat contact center in Philippines and email operation in India
• Moved two contact centers; closed one site and migrated work
• Executed customer segmentation / call handling strategy
• Implemented new contact center reporting platform – Hyperion System 9
• Developed and administered contact center incentive and performance management plans
• Achieved low contact center voluntary attrition at 14.52% annually
• Developed and executed business continuity plans
• Facilitated “Great Place to Work” environment

Senior Vice President - Customer Experience Group Leader (1993 – 2004)

Leader of multiple east coast call centers, with 1,500 teammates providing product sales and outstanding
service within the Wachovia Direct Access banking channel. Responsible for 24/7 environment, handling 10
million agent calls annually from across the country. Sales and service operations ranked “Top of Class” by
nationwide independent Gallup surveys in ’02 and ’04.
• Managed annual operating budget $37M, deposit sales $241M, loan production $112M
• Operated business from a balanced score card perspective - employee, customer, shareholder
• Implemented business re-engineering and introduced cultural changes for coaching and development,
which resulted in improvements in productivity, sales and service
• Established integration of sales and service functionality within call centers
• Led initiative to reduce fee refunds; saved $10M annually
• Integrated customer service in over 50 mergers or acquisitions
• Established new call centers and coordinated closure of call centers
• Earned 6.44 customer rating through Gallup Organization on a 1-7 scale
• Scored among best in company on internal employee engagement survey
• Achieved low employee attrition of 13%
• Oversaw multilingual contact center in Miami, FL
• Facilitated ongoing diversity focus within call centers
• Directed installation of front-end GUI customer service system


Additional experience: Strategic planning, VRU design, telephony, risk management, capacity planning,
incentive pay design, compliance, HR, finance and MIS.

Senior Vice President - Processing Operations Manager (1987 – 1993)

Manager responsible within Union Trust Co. for bank-wide operations including: deposit systems, check
processing, float analysis, correspondent bank management, encoding, CIF – data entry, remittance processing,
lockbox, ACH processing, ATM processing, data transmissions, credit union and thrift processing, municipal tax
processing and divisional accounting.

Vice President - Bank Card Manager (1977 – 1987)

Joined Union Trust Co. as a front-line customer service representative and rose to the position of general
manager of credit card operations. Responsibilities included: credit, customer relations, operations,
collections, bad debt recovery, security, merchant sales, service bureau management, marketing and
compliance. Products included: VISA, MasterCard, gold cards, private label, agent banks, cash
reserve, Amex Gold Cards and installment loans.


Stonier Graduate School of Banking of the American Bankers Association, University of Delaware, 1989

National Installment Credit School of the American Bankers Association, University of Oklahoma, 1982

National School of Bank Card Management of the American Bankers Association, Northwestern University,

B.A. cum laude, concentration Political Science, Saint Michael’s College, Winooski Park, VT, 1976

Additionally have attended internal and external educational programs including: Customer Loyalty (Disney
Institute); High Impact Leadership Training (Staub/Peterson Consultants); Advanced Leadership Training (First
Union); Aspect Applications Design Workshop (Aspect Telecom.); Franklin / Covey 7 Habits of Highly Effective
People and 4 Roles of Leadership (First Union); Customer Centered Service (Mohr Development, Inc.); Diversity
Training (Elsie Y. Cross Associates, Inc.); Strategic Planning (Incoming Call Center Institute); Civil Treatment
(First Union) and Baldridge In Depth (First Union).


Habitat for Humanity, United Way, American Heart Association, Red Cross, March of Dimes, My Sister’s Place –
Domestic Violence Support, Stepping Stones Museum for Children, American Institute of Banking (S. Fairfield
County President 1985), Norwalk Seaport Association, Norwalk Maritime Aquarium and Norwalk Youth