Gloria M. Pearce 252-***-****

*** ***** ******* **., ******, MD 21921 acdu7l@r.postjobfree.com

Objective

To obtain a rewarding leadership position so I can fully utilize my skills, education and experience.

Profile Summary

• Experienced professional with a successful career in management and leadership, sales and

service, call center development and management, customer experience, process improvement

and quality standard development, business development, training, and public speaking.

• Excellent communication skills for interfacing at all levels of the organization to ensure mission

and overall goals are attained.

• Demonstrates excellent interpersonal, analytical, and organizational skills.

• Excel’s within highly competitive environments where leadership skills are the keys to success.

• A highly effective manager with the skills necessary to direct, train, and motivate staff to its

fullest potential.

Employment History

VP, Client Care Center, Director of Channel Management 2010 to 2014

VantageSouth/East Carolina Bank, Greenville, North Carolina

• Developed and managed the Client Care Center driving both the sales and service environment.

• Developed and implemented policies and procedures and performance metrics to ensure both

internal and external clients would experience a world class service environment.

• Successfully managed the electronic banking products providing service standards and sales

growth.

• Project manager for the bank’s core conversion of systems and applications and customer data

base.

• Developed and managed the Retail Operations Manager role which included the revision of the

Operations policy and procedure manual.

• Participated on multiple major bank projects to ensure success.

VP, Customer Care Center Manager 2010 to 2005

MidSouth Bank, Lafayette, Louisiana

• High profile management position accountable for Customer Care Center operations and retail

projects.

• Developed and managed a world class call center which received one of the few ISO 9001

Quality Award Certification.

• Developed a successful quality management system and service level agreements which enhanced

customer service and sales.

• Participated in lead roles with banking projects which included a Sales Program, Customer

Service Standards, CMR, Online Banking, Recognition Program, and Project Green Light.

• Participated in community events to position the company as a leader within the market.

• Consistently exceeded both team and individual sales and service goals.

Customer Service Manager – Call Center 2005 to 2003

AT&T Call Center, Lafayette, Louisiana

• Managed one of the top performing teams in the wing division.

• Successfully managed a major company project called Independence with the merger of AT&T

and Cingular.

• Provided training to new start-up satellite centers which included both managers and customer

service representatives.

• Provided crisis management for 500 customer service representatives as needed.

Account Executive 2003 to 2000

Bell South, Lafayette, Louisiana

• Successfully managed a sales territory with a customer base exceeding 500.

• Received multiple awards for sales and market base increases.

• Participated in the Account Executive Sales Leader role training program for future promotions.

• Participated on the Quality Council Committee representing the Southern Division to enhance the

overall division performance and market share.

Team Lead, Level 1 Manager 2000 to 1997

Vermillion Hospital Marketing, Lafayette, Louisiana

• Promoted to Team Lead – Level 1 Manager after 1 year of performance.

• Responsible for training to new marketing and sales employees to ensure performance success.

• Managed the business client customer base which included the development of new referrals.

• Developed and assisted in major medical presentations to area physicians and psychiatrists.

Senior Sales 1997 to 1980

E.I. DuPont Company, Wilmington, Delaware

• Promoted to Senior Sales position.

• Successfully managed a customer base of over 500 medical and hospital clients.

• Promoted to Breast Care Specialist and represented the company with technical training to

hospital staff throughout southern United States.

• Developed, presented, and represented the DuPont Company at radiology conferences and

training facilities.

Education

University of Delaware, Newark, DE – Business Courses

Wilmington College, Wilmington, DE – Business Courses

Delaware Technical College, Newark, DE – Business Courses

Maryville University, St. Louis, MO – General Course

Louisiana Banking Association, Online Banking Courses

MidSouth Bank, Lafayette, LA – Sheshunoff Call Center Sales Program

MidSouth Bank, Lafayette, LA – Supervisor Program

Certifications

Louisiana School of Banking Supervisor Program, Baton Rouge, LA

MidSouth Bank 60-Hour Supervisor Program, Lafayette, LA

Det Nortas ISO Certification, Lafayette, LA

International Communication Management Institute – San Diego, CA

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