QUALIFICATIONS

Self-motivated, management strategist with a twenty-five plus year track record

for achieving and demonstrating a successful and highly accomplished team while
providing award-winning leadership in highly competitive markets. Known to be a
n exceptional mentor and coach that 's adept at driving growth, budget and cost
controls measurements and improving team performance. Determined and astute at
building new business, securing customer loyalty, and forging strong relationshi
ps with both internal and external business partners.
EXPERTISE & CORE COMPETENCIES:
* Business Restructuring * Territory Growth and Development * Client and Custome
r Retention
* Cross Functional Team Building * Analytical Problem Solving * Outsource Manage
ment, Liaison
* Solution Selling and Profitability Strategies for Revenue Enhancement * Trend
Analysis and Strategic Market Positioning * Organizational and Collaborative Lea
dership
PROFESSIONAL ACHIEVEMENT
EXECUTIVE MANAGEMENT, TEAM BUILDING, VENDOR MANAGEMENT & THIRD PARTY RELATIONS
* Responsible for managing multi complex operations, and accountable at the Seni
or Management level for leading the division responsible for delivering customer
facing services; using key process development and metrics planning to drive co
ntinuous improvement and operational efficiencies.
* Built and led a service operation, demonstrating an understanding of the metho
dology and industry culture in detail; including ongoing customer support, polic
ies and procedures, thereby yielding a high-volume / service delivery organizati
on.
* Established a Quality and Best Practices Program focused on effective communic
ation and implementation of those practices throughout the organization in a mon
itored, measured, continual and improving manner.
* Monitored and managed the outsourcing of third party vendor relations for opti
mal productivity, long-term growth and cost-effective operating efficiencies, en
suring all service relations adhere to our shared responsibilities including gro
und transportation couriers, equipment maintenance, electronic data systems, che
ck processing and armored carriers.
* STRATEGIC DIRECTION, MERGERS, ACQUISITIONS & PROJECT MANAGEMENT
* Experienced in Project Management and Process Improvements; developing cross-f
unctional teams with solid benchmark strengths and defined Service Level Agreeme
nts that adhered to both the strategic direction and operational budget.
* Experienced in leading matrix management teams, utilizing interpersonal skills
in cultivating an influence driven organization, from inception to full-scale,
operating quickly and efficiently. Strategy Committee Member for Check 21 Implem
entation.
RETAIL SALES, FINANCE & BUDGETARY MANAGEMENT:
* Administered the opening of the largest retail location, year to date for a ma
jor retailer. Lead supervisory team from inception at ground up throughout all
facets of implantation and on to Grand Opening. Set substantial landmark openin
g track record of sales in excess of $45 million.
* Primary buying responsibility of $4 million annually for major retail sales de
partment. Key team member of sales and buying group that serviced fourteen stor
es collaboratively with an emphasis on retail market strengths geographically an
d inter-store merchandising.
* District leader in sales growth for new product line; resulting in recognition
as the national leader in sales team mentoring, earning significant awards for
milestone retail sales production and product endorsement.
PROFESSIONAL EXPERIENCE
Vice President, Manager - National Check Operations, 2003 to 2009
CITIBANK N.A., Sacramento, California - Day 2 West Operations Manager for Cali
fornia, Nevada, and Texas
Oversee all business development functions for three key functional areas, inclu
ding Domestic Bank Adjustments, Return Deposit Items and Exceptions as well as c
ustomer relationship development, contract negotiations, and order fulfillment.
Hold attrition and budgetary responsibilities. Provide cross-functional team tr
aining, coaching, and mentoring. Direct back-office operations and front-line su
pport to market areas located throughout the United States. Design, implement,
and adjust various programs for industry best practices.
SELECTED ACHIEVEMENTS:
* Turnaround of under-performing service-oriented team; set higher expectations
and instituted individual team-member accountability in order to generate top-pe
rforming results.
* Met or exceeded all Service Level Agreements throughout tenure, with an averag
ing performance saves annually.
* Consistently developed strong, sustainable relationships with both internal an
d external business partners and executive decision makers.
Operations Manager - Deposit Services, 2001 - 2003
CALFED BANK, Sacramento, California
Management and oversight of the outsourced ground courier, check processing vend
or, as well as the in-house Exceptions Processing Department, supporting approxi
mately three hundred twenty-five Financial Centers and departments. Developed a
nd implemented strategic plans to implement nationwide service enhancements. Re
sponsible for Financial Channel Management and the development of a service orie
nted team, thereby monitoring the operational performance to ensure alignment wi
th corporate profit goals.
SELECTED ACHIEVEMENTS:
* Impacted business partners through continual communications and liaison effort
s with both internal and external customers, as well as service team members.
Vice President, Manager Cash Vault and Proof, 1996 - 2001
BANK OF AMERICA, Sacramento, California
Served as the primary management resource responsible for the second largest Cas
h Vault in Northern California with an operating budget of approximately $3,364,
000 and a head count of 83. Performed duties necessary for uninterrupted workfl
ow as the interim Manager of the Sacramento ATM Deposit Processing Unit. Manage
rial achievements prompted the simultaneous coverage of two vault locations.
SELECTED ACHIEVEMENTS:
* Performed exceedingly well having met all budgetary and operating objectives a
ll the while having establishing an excellent track record for communication and
leadership proficiencies.
Senior Merchandise Manager, Arden Fair Mall, Redding & Florin Malls, 1984 - 1996
J.C. PENNEY COMPANY, Sacramento, California
Served as in integral member of the retailers merchandising and sales, budget an
d cost controls, as well as the personnel and marketing management teams. Estab
lished customer-facing market strategies utilizing effective sales management te
chniques to maximize revenues in an extremely competitive marketplace. Initiate
d operating efficiencies and cost controls that ensured all compliance requireme
nts and deliverables were established and met within the Management and procedur
al guidelines.
SELECTED ACHIEVEMENTS:
* Honored for outstanding management accomplishments having been asked to sit on
District Entity Team for thirteen stores having managed one of the top five dep
artments within the Northern California district.

AWARDS & RECOGNITION

SERVICE OPPORTUNITIES & COMMUNITY INVOLVEMENT:
* Committee Membership * Trainer: Wining Strategies Leadership * Sponsorship Par
ticipation
* Future Farmers of America * Best Practices Task Force * United Way Bowl-a-thon
* Kiwanis Club (Past President) * Diversity Network & Junior Achievements * Curr
ency Services Technology Fair
* United Way Allocation Committee * March of Dimes, Sacramento Chapter
EDUCATION & TRAINING
General Studies, Shasta College, Redding, California
PROFESSIONAL DEVELOPMENT COURSES:
Bank of America Training Classes Citibank - Harvard Business Classes
Advanced Leadership Preparing a Business Plan, and Business Recovery Planning
Change Mythology, Managing and Capitalizing on Change Crisis Event Planning and
Management Training
Management II Leading and Motivating Within Your Organization
Financial Statement Analysis Managing for Creativity and Innovation
Setting Goals and Implementation Management Self-Assessment Development
Managing Inclusion
Thinking Strategically
Continuing education in contemporary and future Banking trends