Sales Customer Service

Todd M. Patrick

Medina, Ohio *****

Cell: 216-***-****

***********@************.***

summary

A versatile and results-driven sales and marketing executive skilled

in product management, including business case development, customer

analytics, pricing, product launch, brand management, portfolio

management and mergers. Demonstrated aptitude for project

implementations impacting diverse areas of an organization. Works

closely with corporate and ancillary business lines to ensure that new

products and services receive proper positioning and promotion from

sales. Partners with multiple departments to engineer systemic

solutions and enable enhancements to profitability.

experience

PNC/National City Bank, Cleveland, Ohio 2002-Present

Vice President, Business Banking Cash Management Product Manager / Retail

Deposits 2008-Present

Integration Project Manager

Sponsored projects during merger into PNC Bank to align entire cash

management suite of products and services into one holistic offering by new

organization. Managed vendor review, product and pricing updates,

communication with sales force and customers, and preparation of analytics

to determine appropriate project expense allocation and project launch.

Held responsibility for profit and loss of business banking cash management

portfolio, with emphasis on developing, strengthening, and marketing

National City's Business Essentials package of remote deposit, online

payroll, vendor payment, and ACH offerings.

< Performed systemic development, financial forecasting, marketing,

vendor relationship management, and sales training to ensure

consistency within National City's overall branding and profitability

model.

< Created business case for purpose of go-to-market product development,

marketing, and sales strategies, focusing on clients with annual sales

between $10,000,000 and $100,000,000.

< Managed net income and balance build achievements as defined by

overall company targets.

< Forecasted and budgeted cash management P&L line items, in addition to

annual marketing and IT expenses.

< Prepared client presentations and appointments to facilitate sales, as

requested by cash management officers.

< Established new risk guidelines, and implemented new risk mediations

process specific to remote deposit service.

< Published changes and rolled out information to sales team with

numerous training sessions and updates.

Vice President, Non-Interest Income Product Manager 2006-2008

Held responsibility for non-interest income specific to retail deposits

P&L. Reviewed existing fee structure and allocation to ensure optimal

profitability relative to customer retention and competitive landscape.

Utilized analytics to determine contribution of products in terms of

acquisition, retention, and fee income. Reviewed current processes and

structures to identify expense save opportunities. Sponsored business case

development for purposes of project acceptance, funding, and

implementation, while working across business lines to gain and maintain

commitment to program.

Proposed and implemented revenue-generating and expense-saving projects,

such as updated service charge waive functionality, statement suppression

marketing campaign, and check safekeeping migration initiative, resulting

in $5,000,000 in year-over-year revenue. Sponsored $13,000,000 corporate-

wide statement redesign initiative, transforming static, financial document

into comprehensive marketing tool, while driving specific, relevant

messages to account holders based on transaction-defined parameters.

Reduced direct-mail expenses by delivering messages, legal notices, and

product changes via statement, resulting in 13% decline in paper usage

through incremental modifications.

< Managed project to replace outsourced official check and money order

vendor, impacting 1,800 cost centers with annual service line income

of $15,000,000.

< Published IFP, vendor selection, contract negotiations, systemic

reviews, and modifications, supplying incremental audit modifications,

publication of changes, impacts and dates, as well as training, to

1,800 cost centers.

< Sponsored continuous overdraft strategic initiative involving holistic

changes to day count methodology, realizing incremental first quarter

revenue of $5,200,000, with year-over-year revenue expectation of

$12,800,000.

< Implemented multi-phased overdraft protection project with two-year

sustainable forecasted revenue gain of $7,100,000 through enhanced

account retention and profitability tactics.

Assistant Vice President, Deposit Pricing and Analytics 2004-2006

Managed analyst responsibilities directly related to interest rates for

deposit products. Leveraged internal cost of funds as basis to determine

market rates, while working closely within set parameters of profitability.

Measured competitor offerings against bank rates to establish products and

programs driving desired customer behavior without paying more than

necessary. Calculated break-even dollars and profits, defined retention

benchmarks, and established marketing campaign dollar and profit goals

relative to rate offered. Trained and coached sales force as

to calculation of rate, determining customer profitability, and selecting

products offering highest attrition and retention metrics.

Performed market-by-market competitive research to determine optimal

pricing and profitability. Conducted weekly conference calls with sales

markets to publicize pricing methodology and educate on competitor movement

and appropriate sales tactics. Managed all aspects of deposit pricing for

retail bank's business portfolio, including pre- and post-campaign

analytics with emphasis on achieving desired NPV and ROE thresholds.

< Developed pricing model to differentiate deposit products by region

through measured customer elasticity, attrition, and competition,

resulting in sustainable forecasted revenue increase of $6,000,000

over two-year period.

< Restructured promotional campaigns in January 2006 to more accurately

reflect economic environment, resulting in forecasted revenue gain of

$2,000,000.

< Implemented widening spread to pricing index in September 2005 for

business money market and sweep products, adding $375,000 in

incremental revenue.

Branch Sales Manager 2002-2004

Directed retail bank operation with twelve employees. Held responsibility

for audit and compliance regulations specific to tellers and currency on

hand. Managed deposit and loan goals relative to sales team of four.

Performed sales lead assignment, sales coaching, mentoring, loan closing

procedures, as well as career-related activities. Developed and managed

staff with $66,000,000 in deposits and $32,000,000 in loans, involving

every aspect of branch operations, including underwriting, audit,

compliance, sales, profitability, customer satisfaction, and community

involvement.

< Earned ranking in top 5% of nation during first quarter 2005 for

deposits, lending, and profitability.

< Achieved 110% of consumer and business lending goals.

< Outpaced market by 157% in FDIC deposit growth between 2002 and 2003.

< Realized 137% of consumer and business lending goals in 2002.

< Received top customer service scores in region during second and

fourth quarter 2002, as well as one of only two perfect audit scores

in state for 2002.

KeyBank NA Columbus, Ohio

Branch Sales Manager 2000-2001

Contributed to migration from reactive customer service environment into

proactive sales-oriented culture. Oversaw individuals classified as inside

sales and outside sales, in addition to responsibilities for general

customer service as related to retail bank. Managed duties, including

sales coaching, mentoring, lead assignment, and talent recruiting.

Modified culture rooted in mediocrity by establishing sales and

profitability goals for minimum acceptable performance. Motivated and

coached sales staff of six, and managed $70,000,000 in accounts, covering

consumer and commercial loans, deposits, and investments.

< Outpaced market by 118% in FDIC deposit growth between 2000 and 2001.

< Achieved 105% of total sales goals in 2000.

< Served as member of KeyBank sales council and as credit insurance

sales mentor in 2001.

< Successfully completed SBA training and certification in 2001.

Conseco Financial Columbus, Ohio

Central Ohio Area Sales Manager 1997-2000

Built regional sales office by establishing appraiser and title network,

referral, and tip clubs with peer organizations. Hired, trained, and

managed staff of 25 in areas of loan funding, underwriting, sales, customer

retention, community involvement, and management. Held responsibility for

sales and operational areas measured monthly on productivity and

profitability. Developed office infrastructure in new geographic location.

Delegated tasks and authority as dictated by expanded number of employees

and incremental dollars involved. Met and exceeded monthly dollar and

profitability goals for eight out of twelve quarters.

< Developed new sales region with responsibilities including

establishing financial budget, sales goals, and professional network

for $65,000,000 annual sale office.

additional experience

Household Finance Corporation, Cleveland, Ohio, Branch Sales Manager,

1992-1997. Worked closely with existing customer base to up- and

cross-sell. Completed minimum of 20 phone calls per day, as well as

individual unit/product goal. Promoted into and escalated through

three sales management positions within 18 months. Moved to

management through sound sales results, translating sales skills

and product knowledge into success. Learned accountability for sales

team and operational center with mandatory audits and compliance.

Performed in top 15% of nation in credit insurance sales for 1996 and

1997. Earned sales ranking in top 10% nationally in second and fourth

quarter of 1996 and top 20% in first quarter of 2006. Increased

branch profitability through efficient hiring and coaching of sales

officers.

Northcoast Business Systems, Cleveland, Ohio, Account Executive, 1990-

1992. Performed knock-on-door, cold-call-driven sales of office copy

machines. Learned how to allocate time, follow up with prospects and

customers, as well as add value to product through association and

worth to customer. Practiced negotiation skills for final price of

product.

education

Ashland University, Ashland, Ohio

M.B.A., 2006

DeVry University, Columbus, Ohio

B.S., Technical Management, 2004

Kent State University, Kent, Ohio

Business Administration, Finance, 1990

computer skills

Advanced user in all Microsoft Applications, COBOL, JAVA

personal

Married. Enjoys reading, boating, and spending time with family.

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