CYNTHIA COVINGTON-BORING

Laurel, Maryland 20724 cynthiacovingtonboring@gmail.com Home: (301).317-6754 Cell: (931) 319-4836

CONTACT CENTER EXECUTIVE

Strategic, award winning executive with extensive success in building, leading and optimizing service, sales and retention organizations in a top 10 bank contact center environment. Strengths include teambuilding and development, analytical focus, change management and sponsorship, continuous process improvement and results orientation.

KEY SKILLS
Strategic Vision Service Quality Improvement Operations Management Project Leadership (BPM) Call Center Startup & Turnaround Partnership Across Lines of Business Training and Development Process Improvement (LEAN, Six Sigma)

PROFESSIONAL EXPERIENCE
KNC Enterprises/Liberty Tax Services Start-up Strategy Consultant
Hands on consultation with owner for the start-up of a multi store Liberty Tax Franchise. Defined strategy, wrote business plan, marketing plan, and financial plan. Supported development of efficient processes and policies. In first year, achieved top quintile new entity ranking and outperformed 65% of all franchisees (regardless of experience level).

Maryland

2012 present

Capital One Bank Senior Director of Bank Consumer Sales

Maryland and Texas

2009 2012

A strategic member of corporate leadership team. Successfully evolved service organization to service with needs based sales organization. Defined and implemented strategy and business plan for Inbound, Outbound, Retention and High Value Service/Sales functions. Managed all aspects of sales operation driving multimillion-dollar profit growth (drove $54MM in profit in 2011 alone). Increased sales by 104% over a 2 year period by driving improved sales culture, coaching, quality program, incentive program and training as well as customer and employee focused LEAN process improvements. Supported attainment of JD Powers certification for the call centers. Drove an unparalleled level of sales funnel analytics to improve performance. Moved organization to a programmed structure where success is predictable and sustainable. Provided call center leadership and sales subject matter expertise in implementation of new enterprise-wide sales system technology. Drove 38% increase in mystery shop scores as assessed by an independent benchmark study, moving organization from below the industry benchmark in 2009 to above the benchmark and achieving #2 nationally in 2011.
Continued

Professional Experience Continued

Achieved Capital Ones One Award for contributions to launch of Consumer Lending Expansion project which involved developing and implementing call center processes and departments to enable national lending for all consumer lending products from mortgages to unsecured lending.

SunTrust Bank

Georgia, Tennessee, Virginia

1999 2009

Group Vice President, Sales Strategy, 2007 - 2009 Vice President, Sales Site manager, 2002 - 2007 Assistant Vice President, Outbound Sales Manager, 1999 2002
Worked across lines of business to develop value of the phone channel as well as to deliver sales strategies, tactics and tools. Developed and executed service to sales strategy that McKinsey and Company Consultant called best in class. Developed and implemented performance management cultural shift which included new coaching model for coaching behaviors rather than numbers and the installation of nesting, and on boarding programs. Developed and installed client retention strategy, program and team that consistently achieved a back end save rate of over 90%. Developed and implemented a call center test and learn lab to facilitate the testing and perfecting of various sales programs, list segmentation strategies, product offers, and scripts. My centers were consistently ranked #1 with OConnor and Associates benchmark surveys while maintaining top sales ranking. Won multiple Cross Line of Business awards for partnering across lines of business to find ways to improve revenue through sales and retention activity. Focus on employee and team development consistently yielded top performing teams, with industry leading tenure and excellent career progression. Responsible for the contact center sales model and playbooks. Developed sales force productivity metrics that allowed the contact center to put a price tag on new activities and initiatives and determine effective incentive strategies. Developed methodology to determine value of activation, retention and switch activities and other initiatives beyond new product sales.

Citicorp/Citi Group

Maryland

1986 1999

Assistant Vice President, Sales Department Manager (final role)

Progressed through the ranks, in both line and staff positions developing intimate knowledge of sales capability and requirements from many perspectives. Positions held included coach, front line manager, nesting manager, trainer, training manager and sales department manager. Won several awards including their most coveted Corporate Service Excellence Award for driving superior results with superior customer service.

EDUCATION AND TRAINING

Louisiana State University/Capital One University - Masters in Executive Banking - 2011 SunTrust Executive Management School - 2008 University of Baltimore and Bowie State University- - Business Management/Marketing Coursework Other professional training include: LEAN, Cohen Brown Sales Excellence Leadership (certified facilitator), Conner change management, Six Sigma Quality, BPM certification training, Managing and Leading Change, Training design and development, Zenger Miller Leadership 2000 (certified facilitator)

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