Project Manager Customer

G. Gregory Gray **** Wyncove Way;

Senior-Level Business and Technology Leader Prattville, AL 36067

H: 334-***-**** C: 334-***-****

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

Executive Profile

Leadership Visionary, resourceful leader possessing unique

Steadfast Integrity blend of business expertise and technical knowledge.

Promoter of Excellence Overcomes complex business challenges using sound

Engaging Communicator judgment, discernment, innovation, strong work

Skilled Team Builder ethics, humor and steadfast integrity. Respected as

Catalyst of Change a lead-by-example leader, catalyst for change and

Visionary proponent of leadership and accountability.

Expertise Experienced champion of customer experience and

Strategy, Planning & channel delivery with a strong understanding of the

Execution relationship between technology and strategic

Customer Experience business initiatives. Recognized as a strategic

Champion thinker and solutions provider. Skilled at

Developing Strategic identifying, coaching and motivating emerging

Partnerships leaders to embrace vision, understand objectives and

Channel Delivery deliver results.

Innovative Solutions

Developing Leaders Skilled at identifying, developing, implementing and

marketing business products and technology services.

Knowledge Embraces performance metrics to measure success and

Product Development adjust strategies. Engages sales force to drive

Project Management product adoption through education, sales tracking

Driving Product Adoption and internal promotion.

Channel Utilization

Performance Metrics

Sales Force Engagement

Career Progression

Colonial Bank, Montgomery, Alabama

1996 to Present

Vice President - Director of Products, Services and Delivery role expanded to

include product develop for consumer and small business.

Deepened customer relationships and increased retention by 10% creating new

consumer and small business product packages that promoted a relationship

pricing philosophy.

Improved customer satisfaction survey results from 78% to consistently at or

above 95%.

Launched industry-leading check card rewards program which transitioned our

signature-based to pin-based transaction ratio from 45/55 to 60/40.

Increased web traffic 50% through the re-design and re-launching of the

Colonialbank.com.

Accountable for $80MM budget in fee income generation.

Colonial Bank, Montgomery, Alabama (continued)

1996 to Present

Vice President - Director of eCommerce and Channel Delivery chosen internally

to start up, establish strategies, drive adoption and lead eCommerce and

Channel Delivery which included Online Banking, ATM, Debit Card, Call Center,

Colonialbank.com, Merchant Services and Credit Card.

Developed a customer-centric vision and strategic direction for eCommerce and

Channel Delivery founded on overall customer experience, consistency and

service while expanding customer relationships across channels.

Established goals, developed action plans for achieving those goals and created

scorecard to communicate and measure key objectives as well as promote

accountability.

Experienced a 47% increase on average of monthly Online Banking customer

enrollments.

Increased Online Banking account penetration from 38% to 58%.

Experienced a 496% increase on average of monthly Bill Pay customer

enrollments.

Re-engineered Call Center processes resulting in a 143% reduction in average

customer hold times and reduced average abandonment rate by 50%.

Implemented new online banking solution.

Achieved $500K cost savings through launching and driving customer adoption of

e-Statements.

Recognized by bill pay provider as high-performing bank.

Vice President - IT Client Services promoted internally to develop a team of 40

project manager and business analysts to utilize technology solutions in

solving business challenges.

Aligned the organization structure with business lines and operational

departments by assigning the relationships of primary business owners to

specific teams within IT Client Service. This facilitated gaining better

understanding of the business needs and objectives which enabled better

service.

Responsible for the analysis, selection and implementation of new business

systems which also includes negotiating and executing associated contracts.

The business system initiatives focused on Delivery Channels i.e. Call Center,

Online Banking and Branch are of particular interest.

Led selection and implementation of Call Center software and an Interactive

Voice Response unit which resulted in customer hold times being reduced from 12

minutes to 30 seconds.

Directed the development, configuration and rollout of a branch platform system

to 250 branches.

Launched the first online banking solution for the bank in 2002 with 14,000

active users.

Acted as a catalyst for the creation and implementation of a Project Management

Office.

Led 50+ major projects which have included new systems, upgrades to existing

Fidelity core banking systems and new products.

Conversion Project Manager

Implemented a strategy that enabled the completion of 9 conversions per year

compared to the 3 conversion per year previously attained.

Successfully completed over 30 Bank conversions.

AIG, Montgomery, Alabama

1993 to 1996

Financial Representative

Assisted in the development and implementation of a company POS computer

device.

Developed and presented financial solutions to meet the needs of individual and

business clients.

Responsible for ensuring service provided by AIG staff exceeded customer

expectations.

SouthTrust Bank, Birmingham, Alabama 1991 to 1993

Project Manager / Systems Officer

Led a project team in the implementation of a new investments computer system

for the Bank. The Bank realized a cost savings of $ 250,000 the first year of

operation.

Initiated the search and secured a new wire transfer system for the Bank.

Led a team directed to develop and implement an incentive benefits program for

associates.

BellSouth, Birmingham, Alabama 1990

to 1991

Programmer / Analyst

Analyzed, developed and maintained billing systems for the Utility and other

large telecommunication corporations.

Represented BellSouth on a task force that studied special areas of the

telecommunications industry. The task force also included executives from AT&T

and Sprint.

Developed an automated report to monitor the solutions implemented by the task

force.

EDUCATION

Auburn University - Montgomery, Alabama

Bachelor of Science in Business Administration,

1990

Major: Management Information Systems

Corporate Citizenship

Served on Prattville Area Chamber of Commerce Board of Directors

Member of the River Region United Way Budget and Allocations Committee

United Way Campaign Chairman for Colonial Bank

Former Board of Director for the Montgomery Association of Life Underwriters

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