Customer Service Management

Shivali Jaggi

** ******* ****, ******, ** ***** ~ ********@*****.*** ~ 845-***-****

Senior financial managing director with exceptional leadership capabilities and a 20+ year proven record of

establishing and leading high performing Internal Audit and Enterprise Risk Management functions.

Extensive experience in successfully managing complex projects and communicating results to senior

management/Boards. Broad understanding of risks: Strategic, Financial, Operational, and Compliance.

Recognized for recruiting, developing and motivating diverse, multi disciplined, talented teams.

Summary of Qualifications

• Proficient in leading, developing and implementing successful strategic plans throughout the organization

• Extensive knowledge about business operations, compliance, procedures and risk management

Proven ability to identify and improve critical business processes and risk management procedures.

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Expertise in balancing organizational sales growth with an acceptable level of credit risk.

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• Excellent financial & strategic planning, budget management & development

• Profound computer skills and proficient in Microsoft Office Suite programs and e-Learning development tools

World class negotiator; created profitable business relationships by effectively maximizing the gains for

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both sides in the business deal.

Brilliant presentation, interpersonal, verbal & written communication, and listening skills

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Strong project management, relationship building, influencing, and customer service skills.

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Exceptionally organized with great ability to meet deadlines for multiple simultaneous projects.

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• Highly adaptable, rapidly learn new procedures, processes & systems, and quickly adjust to changes in schedule, team

structure, assignment parameters, and organizational objectives.

• Inspirational team leader and mentor with experience in the recruiting and hiring of qualified diverse staff, employee training

and development and performance evaluations.

Professional Experiences

Provident Bank, Middletown, New York

Vice President, Managing Director

Jan 2012 Present

Turned around a non-producing branch into one of the best branches in less than nine months. Exceeded branch deposit, loan and

investment goals, grew a substantial client base, boosted employee morale, creating a high performance team while decreasing

expenses substantially. Raised bank's corporate profile and business potential by building relationships with corporate decision

makers including treasurers and CEOs.

• Manage and direct overall branch operations, reporting, coordination, and evaluation of branch activities.

• Develop and execute strategic business plan, which includes budgeting, accounting for expense control, competition/market

analysis, sales production, hiring, performance and talent management, facilities management, compliance, auditing and

daily operations management.

• Achieve and exceed sales goals, operations, and performance goals in a high intensity sales environment.

• Recruit, lead and mentor employees to perform client profiling and maintain workforce stability by creating a supportive and

learning environment for staff.

• Routinely visit and call high profile clients to strengthen existing and build new relationships

• Represent the bank at various community events, publicity and promotions

• Perform initial underwriting review of all branch loans including mortgages and commercial loans.

Provident Bank, Montebello, New York

Assistant Vice President, Learning & Development Officer

Jan 2009 – Jan 2012

Successfully led end-to-end training activity for the core employees up to senior management level while decreasing expenses.

Covered risk management, business development, inductions, CSA, platform, consumer & commercial loan training, soft skills,

management and talent development and all technical skills. Effectively conducted needs analysis and measured the effectiveness

of all the training programs and developed strategies to continuously improve the capabilities in the organization.

• Led the project to develop, implement and monitor new Learning Management System to the bank, setting up a 'One Stop

Shop' Training and Development system and processes

• Teamed with H/R, business leaders and department heads to devise the appropriate training strategy to resolve gaps in

organizations capabilities

• Designed, both in-house and with third parties, a solution which included a blended approach to learning such as coaching,

classroom training, 1-2-1 sessions, action learning & e-learning

• Designed, developed and facilitated training and development programs based on both the organizations and the individual’s

needs, providing effective growth and development opportunities.

• Managed training team and oversaw the development of training material

• Amended and revised programs as necessary, in order to adapt to changes occurring in the work environment and to ensure

that statutory training requirements are met

• Monitored contracts with external providers of mandatory training and ensured fit for purpose and value for money.

Provident Bank, Montebello, New York

Assistant Vice President, Regional Branch Operations Officer Jan 2007 Jan 2009

Successfully spearheaded operations, managed, planned, and coordinated the operational activities of 10

retail bank branches, 75 employees and a deposit base of $550M. Effectively established and lead complex,

bank wide internal audit, enterprise risk management, compliance and process improvement projects with

talented, high performing teams.Streamlined various procedures and processes, repositioned right people to

perform the right job and ensured operational soundness resulting in satisfactory audit ratings and

productivity improvement of over 20%.

Conducted annual risk assessment with Business Unit senior executive management and developed a focused,

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risk based internal audit plan that optimizes risk coverage and value delivered.

• Performed a review of internal auditing to ensure compliance with all banking policies, procedures, state and federal

employment laws, regulations, and security procedures

• Assisted the legal department in the establishment and enhancement of various Risk Management programs resulting in

improved risk portfolio management and Board-level monitoring reporting.

• Established high-performing internal audit functions for the organization resulting in valuable and insightful reporting to

executive management and implementation of best practices. Envisioned and implemented Internal Audit function

models to optimize the allocation of resources for maximum risk coverage.

Acted as a liaison between branches, sales and support staff, IT operations, Legal department and Market

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President to facilitate information flow and drive operational efficiency

• Found systemic lapses in management process and collateral control. Efforts led to new line of BCP

controls in risk management.

Oversaw regional branch operations by providing relevant administration and operational guidance to general

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branch operations, vault/ATM utilization, wire processing, account and loan management, issue resolution and

performance reviews etc.

Reviewed, approved and streamlined bank operational procedures and provided the subject matter expertise to

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resolve issues related to financial reporting

Participated in all phases of strategic branch level planning with SME’s, including cost management, service

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related concerns, revenue projections and local bank competition

Implemented quality assurance processes to improve client experience and promote operational efficiency to

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ensure excellent audit rating for all the financial centers

Performed continuous assessment of client service operations while furnishing oversight and guidance

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regarding effective customer service and issue resolution techniques

Identified and utilized talent among team members with focused training efforts, targeted professional

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recruitment, and the promotion of a performance based work environment

Supported all marketing and sales strategies while tracking progress versus established internal and external

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industry benchmarks, focusing on both revenue generation, deposit acquisition and brand awareness

Warwick Savings Bank, Highland Mills, New York

October 2002 – Jan 2007

Assistant Vice President, Business/Branch Manager

Ensured a smooth transition following merger with Provident Bank. Was also recognized for highest client retention rates after

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the merger. Awarded best performer in all branch areas for multiple years. Grew branch revenues over 200% within a two-year

period.

• Executed daily operations of bank branch.

• Prepared financial and regulatory reports required by law, regulations and board of directors.

• Trained and managed personal bankers, customer service representatives and tellers.

• Contacted customers and businesses to promote goodwill and generate new business and referrals.

• Examined, evaluated and processed consumer and small business loans.

• Referred appropriate customers to investment and mortgage loan departments.

• Supervised employees, scheduled work hours, resolved conflicts, and determined salaries.

• Hosted numerous branch client appreciation events to generate more business

Education

B.S. Business Information Systems, Graduated Summa cum Laude Ramapo

College of New Jersey

Professional Development Coursework

New York Life/Accident & Health Insurance license, Licensed Mortgage loan originator, Notary Public,

Loaned Executive training United Way, Developing and Delivering Effective Training – Cornell

University, Train the Trainer certification– ASTD, Systems Training Taleo (Learn.com), Service

Excellence Training – Neil Cerbone Associates

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