Customer Service Sales

Ellen L. Shifler

P.O. Box *** Findley Lake, NY **736 716-***-**** (H) 814-***-**** (C) *********@****.**.***

SKILLS SUMMARY

Professional Presentations Public Speaking Troubleshooting and

Data Analysis and Reporting Training Materials Issues Resolution

Sales Management Design/Development Organizational Skills

Software: Microsoft Office Suite Written Communication Customer Service

(Word, Excel, PowerPoint, Outlook)

PROFESSIONAL EXPERIENCE

BANKING - Citizens Bank (Citizens Financial Group) / Mellon Bank, N.A.

Consumer Finance Sales Leader / Officer, 2009-2011

Managed sales of Consumer Finance products in 70 retail bank branches (Western NY/PA).

Achieved consistent sales performance rankings in top 20% of peer group.

Analyzed, summarized, and communicated regional reporting on sales data, trends, influences, best

practices, and sales challenges.

Determined quarterly Home Equity loan, Mortgage, and Credit Card sales strategies in collaboration with

regional management.

Conducted weekly Consumer Finance sales conference calls with retail regions.

Designed Banker sales/job aids and customer questionnaire adopted for company-wide use.

Visited 6-9 retail branches weekly for on-site individualized Banker training.

Consumer Finance Branch Liaison / Officer, 2003-2009

Partnered with underwriters to resolve consumer application issues to conform to lending standards,

increasing Home Equity lending sales.

Communicated lending decisions to branch management; coached Bankers on submitting complete loan

applications within credit policy to increase efficiencies and likelihood of approval.

Monitored and resolved lending compliance issues in retail branches to mitigate regulatory risk.

Developed and facilitated loan product, process, and sales training programs.

Lifted regional loan sales performance through on-site product, process, and sales coaching.

Corporate Trainer, 2000-2003

Facilitated classroom training in management leadership, sales, accounts, customer service, and cash

handling for successful onboarding of new hires and continuing professional development.

Assessed in-branch capabilities of new branch hires; followed up on-site to enhance accuracy and

customer service performance.

Designed and piloted customer service training materials.

Awarded for proactive training outreach to branch banking colleagues (“Customer Focus Initiative”);

featured in company newsletter.

Branch Sales and Service Representative; Teller, 1998-2000

Financial Relationship Representative (PA State Insurance licensed)

EDUCATOR – Pennsylvania Public Schools

English Instructor & Department Chair (Derry Area Middle School)

EDUCATION

Master of Education, Reading Specialist; Indiana University of Pennsylvania

Bachelor of Science, Cum Laude, English Education; Indiana University of Pennsylvania

“Extraordinary Sales Leadership” Training – Cohen / Brown

Contact this candidate