Summary:
My strengths include advanced communication, leadership and analytical skills
along with a distinctive management style.  Experience includes quality, training
and front line management.

Professional experience:     
Bank of America                               10/88-present

Quality Consultant                            2/06-09/07
Consulted on key performance metrics, recommended solutions and 
influenced action plans designed to drive customer satisfaction.  Worked to
minimize variation through structured coaching and development sessions with site
leadership.  Worked closely with Process Design teams to influence quality and
productivity improvements, Training to facilitate new hire segments and Quality
team to understand and disseminate call  evaluation data to be used to improve
customer satisfaction and associate performance. 

Quality Analyst                               1/98-2/06
Call monitor and coach customer service representatives to reach higher
standards and recommended action plans to improve associate performance.
Facilitated calibration sessions to reduce variation in quality behaviors and
accuracy of      information present in calls. Reviewed quality reporting and
provided trend analysis. 

Team Manager                                  6/94-1/98
In addition to the Team Leader responsibilities, I coached and developed high
quality staff while reinforcing a sense of team, promoting effective time
management practices, and ensured the customer service goals were met and
executed to the customer’s satisfaction.  I motivated my team to exceed
established quality and productivity metrics.

Team Leader                                   1/91-6/94
Assisted in overseeing the daily performance of a team of customer service
associates. I responded to all types of associate inquiries and resolved critical
situations in a professional manner while placing a strong emphasis on
cross-selling the Bank’s products and services. Coordinated job assignments,
facilitated informational meetings and handled escalated customer calls.

Loan Clerk				      10/88-1/91
Processed loan/mortgage applications, payments and provided payoffs and related
account information to banking centers. Also prepared Merchant Service deposits
and settlements in accordance with MC/VISA regulations. 

Education and training:

A.A.S Human Services, May 1988, Mohawk Valley Community College	
Extensive management training, including Building Leadership Equity, Advanced
Coaching , Employee Development and Frontline Leadership College