Sales Customer Service

Catherine Weathers Woodard

**** ****** **. . ********'s Station, TN 37179 . 615-***-****

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

[pic]

Career Summary

Senior leader with a history of driving increased revenues and outstanding

internal and external customer experiences through strategic leadership and

culture transformation with a deep understanding of the branch, call

channel, financial, sales and marketing environment.

. Accomplished professional with over 10 years of progressive leadership

experience and a consistent track record of leading groups to achieve

exceptional performance levels.

. Proven change agent who uses balanced judgment, collaboration with

internal and external business partners and consensus building skills

while leading substantial change efforts and large projects with

significant scope and impact.

. Recognized ability to build sales and service vision, strategy and

execution priorities that deliver improved business outcomes for

shareholders, customers and employees.

[pic]

Professional Experience

Regions Bank, Brentwood, TN

Financial Services Specialist III for Williamson County

05/2012 to current

Service Williamson County Regions branches to assist/train employees in

the ability to recognize and meet customer needs by proactively selling and

cross-selling appropriate products and services to new and existing

customers. Refer customers to LOB partners when additional needs are

recognized. Resolve customer issues and serve as subject matter expert in

branch sales and service with excellent customer service and communication

skills. Drive new and existing business banking relationships. Work

effectively under pressure while taking care of multiple tasks.

The Infinite Group/LendingCycle, Franklin, TN

VP - Sales and Service

07/2010 to 01/2012

Developed and implemented strategic business plans and served as subject

matter expert for sales within the company. Managed Sales by Phone,

Outbound Sales Calls, New Accounts, Retention, Cross Sales, Marketing,

Training, Outside Sales teams and partners. Established sales performance

goals, accountabilities, and led strategic and tactical activities across

the enterprise to drive sales performance. Collaborated with Managers and

outside venders to share best practices, identify key performance

gaps/needs and develop improvement plans and campaigns. Supported the

following departmental functions: performance rewards and recognition,

training, coaching, process improvement, sales incentive plans, campaign

development and execution, reporting, data analysis, forecasting and

financial updates and served as liaison for outside business partners.

Regions Financial Corporation, Birmingham, AL

Performance Operations Manager

12/2009 to 07/2010

Established Sales, Service and Performance group and integrated

internal/external sales, service and quality functions promoting consistent

performance execution, organic sales growth and best in class customer

experiences via the phone/in person channels. Managed development of

performance standards, processes, tools, training, coaching and improvement

efforts to optimize performance objectives. Defined and designed research

and analytical methodologies to determine performance effectiveness against

targets and provided frequent, actionable data and deliverables to augment

performance for 42 teams across three call centers.

. Developed and implemented a standardized performance scorecard focused on

Sales, Quality and Efficiency metrics that included guidelines for

discipline and annual reviews.

. Achieved 250% of sales goal and increased number of associates attaining

minimums from 13% to 86% in first year.

. Executed five successful campaigns that produced results well above

goals, ranging from 625% to 125% .

. Assisted in implementation of Call Center Gallup Survey program and

ranked in the 50th percentile nationally from baseline results. Ranked in

the 75th percentile within six months and achieved the 90th percentile in

less than a year. Received #1"Top Bank" phone channel recognition in

Gallup's bi-annual study.

. Implemented new incentive plan which tied incentives directly to the

performance scorecard. Increased performance in all key areas by linked

quarters, most noticeable was increased sales production of 20%.

. Successfully executed strategies and tactics to integrate AmSouth call

centers from "service only" cultures to "sales are a part of great

service" cultures.

. Consistently achieved 20% or more production growth year over year.

. Managed and maintained internal and external business relationships to

increase, meet and exceed sales, service and performance goals.

Corporate Branch Sales Specialist

11/2008 to 12/2009

Act as the company's Customer Relationship Management subject matter expert

and managed all field support teams while being the on-line customer

relationship management liaison between the consumer line of business and

the technology team to incorporate strategies to support business goals and

to associates housed in over 2,000 branches. Monitor and report the

effectiveness and functionally of the Customer Relationship Management

(CRM) application, develop and execute education and marketing tools,

training for all level of users, generate future enhancements for the

system, monitor and report the effectiveness of the sales leads and

associate tools and improve strategy and communication to increase the use

of sales leads to a wide variety of internal/external audiences.

Sales and Service Coordinator II

12/2005 to 11/2008

Lead a team to build the strategy/tactics used to change the sales culture

in the banks' Call Center locations and participated/lead several gap

processes, problem solving and developments of the Call Center in sales

training, process, and procedures. In conjunction with leading teams to

plan and execute sales training and internal/external campaigns while

administering the development and introduction of new or enhanced products

and services. Created structured processes for/developed sales incentive

research, monthly management sales meetings for internal/external

management teams, sales procedures, sales goals for internal/external

partners, promotional rollouts, management presentations, and department

budget for all Call Center management/team members across all 3 site

locations as well as external partners. Consistently exceeded goals and

excelled in staff development and coaching, sales, peer leadership and

process improvement. Selected to assist in the development and leadership

of an annuity sales program and served as a facilitator for the Call Center

Leadership Training program. Maintained and managed all outside vendor

relationships, campaigns, goals and performances.

Colonial Bank, Montgomery AL

Merchant Services Representative

03/2003 to 12/2005

In charge of credit card processing growth in eighteen bank branches

throughout thirteen cities while working closely with bank managers to

service existing business customers, accumulate new business customers and

leading employee monthly sales training/meetings.

AM South Bank, Montgomery AL

Financial Services Representative

01/2002 to 03/2003

Responsible for opening new accounts, maintaining customer service and

serving as lead lending officer for unsecured, auto and HELOCs while

working closely with bank manager in organizing and overseeing daily staff

meetings.

[pic]

Education

. Bachelor of Science in Retail and Merchandising, Minor in Marketing,

University of Alabama, 12/2000. GPA 3.5.

[pic]

References Available Upon Request

Contact this candidate