Customer Service Management

Katherine Taylor

**** ***** *****

Rockford, IL *1114

815-***-**** (home)

815-***-**** (cell)

Summary:

Experienced corporate communications professional with over 15 years of

proven success designing and implementing strategic initiatives in the

areas of investor relations, media relations and employee communications.

Led crisis communications team during recent economic downturn. Provided

leadership and guidance to Chairman and Chief Executive officer and

executive management team in developing company messaging across all

lines of business.

Work Experience:

AMCORE Financial, Inc. Rockford, IL.

January 2010 to present, Senior Vice President, Corporate Communications,

Investor Relations and Marketing

June 2000, Vice President, Corporate Communications and Investor

Relations

February 1997, Assistant Vice President, Corporate Communications and

Investor Relations

Key Results, Accomplishments:

Corporate Communications and Marketing

. Designed and implemented proactive communication strategies, which

increased company visibility during growth years and provided clarity

and understanding during challenging years.

. Responsible for counseling executive management on key public relation

issues, which improved relations with media, community leaders,

customers, employees and shareholders.

. Led and managed a proactive crisis communication program that improved

public perception of company's challenges and increased community

support.

. Responsible for image advertising, which helped retain 35 percent

market share in lead market and generated deposit growth in Chicago

suburbs.

. Expanded and developed more in-depth relationships with local,

regional and national reporters, which generated more favorable press

stories.

. Managed and implemented an employee engagement program that trained

senior managers as communicators improving employee morale and

fostering greater understanding of key issues.

. Lead the strategic direction and writing of executive speeches,

presentations and talking points.

. Directed a proactive community outreach program that established a

rapport between executive management and local, state and federal

government officials.

. Results oriented manager with a proven track record in improving media

relations, creating successful employee engagement programs and

directing proactive messaging strategies to appeal to many audiences

including shareholders, analysts, media, employees, customers and

communities.

Investor Relations

. Led a comprehensive, results-oriented investor relations program,

which in times of increased shareholder scrutiny, helped build

credibility and addressed company challenges and accomplishments.

. Responsible for content development, messaging strategies and

positioning for earnings, annual report, annual meeting, speeches and

investor presentations.

. Award winning annual reports captured prestigious honors such as the

Nicholson Award, Best of Midwest Banks from the National Association

of Investors Corporation; Bronze Award, League of American

Communicators; Silver Addy Award, the greater Rockford Ad Club;

Outstanding Achievement Award and first place shareholder letter from

the American Business Communicators.

Management Experience

. Established a Corporate Communications Department to better coordinate

the formation, understanding and dissemination of key initiatives to

internal and external audiences.

. Added Marketing Department responsibilities to better align marketing

objectives with communication strategies.

. Supervised staff establishing department and individual goals aligned

with company objectives.

. Managed relationships with strategic partners in public relations and

investor relations firms.

. Managed budgets for communications, investor relations and marketing.

Contributing editor,

February 1991 to February 1997

Researched and wrote articles for national banking, marketing and health

care publications that analyzed market trends and business strategies

helping upper management remain competitive.

. Bank Marketing Magazine, Washington, DC, (1991 - 1997)

. American Hospital Association Publishing, Chicago, (1994 - 1997)

. Faulkner & Gray, banking publisher, Chicago, (1991 - 1993)

Faulkner & Gray, Chicago

Editor, Card Industry Directory; Assoc. Editor, Credit Card Management

Magazine

March 1990 - February 1991

Compiled a 650-page book in seven months analyzing and ranking the

operations of 250 credit and debit card-issuing banks. Book sales totaled

over $500,000 for publisher.

. Supervised staff of six freelancers and coordinated assignments from

contributing editors.

. Built a database of financial information from credit and debit card

banks for use in yearly comparisons and transferred data into desktop

publishing.

. Identified and wrote articles on important trends in consumer lending.

Savings Institutions Magazine, Chicago

Associate Editor

July 1986 - March 1990

. Managed and produced a monthly 10-page news section, writing and

assigning important legislative stories during a critical time for

savings institutions.

. Developed a strong network of sources and originated and wrote

features on business strategies.

. Supervised production and staff of reporters and copy editors.

The Beacon-News, Aurora, IL

Reporter, education writer and copy editor

January 1983 to July 1986

Generated renewed awareness in education and community by covering dynamic

and pertinent issues on unemployment, economic growth and school reform.

Education: Internships:

University of Missouri, Columbia Rockford Register Star, Rockford, IL

Bachelor's degree in Journalism Columbia Missourian, Columbia, MO

Professional Development and Community Involvement:

. 2005 Ring of Excellence recipient, an award given annually to top

AMCORE employees who exemplify quality customer service and go the

extra mile in their work.

. Thirteen-year member of the National Institute of Investor Relations

(NIRI).

. Member NIRI Roundtable for Strategic Communication and Reputation

Management.

. Conference Board and NIRI workshops on communications and investor

relations.

. NASDAQ seminars on investor relations for financial institutions.

. Managing the Difficult Business Conversation, Program on Negotiation

at Harvard Law School.

. Coordinated city-wide forum and press coverage of Y2K issues for

Rockford 2000, including bringing speakers together from diverse

groups and as spokesperson for Y2K and banking.

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