Customer Service Management

DENISE M. JACOB

** ******** *****, ********, *********** 06611

203-***-****(h) ( 203-***-****(c) ( *******@*****.***

A tenured Operations Leader with extensive experience in various areas of

banking & financial services. A proven & decisive leader with an

innovative and creative ability to execute with precision & efficiency and

to communicate with ease & style. An award winning leader with the ability

to build strong teams to ensure a consistent track record of achieving

results by collaborating & building top-performing organizations & people.

CORE COMPETENCIES

Strategic Planning Financial Services Fraud Mitigation

Project Management Operational Support Database Management

Risk & Collections UAT / Incident Management Vendor Management

Management

Customer Service Bank Cards ( FDR & TSYS ) Technology

Operations Operations

KEY ACCOMPLISHMENTS

. Successfully designed and implemented Infrastructure & Risk division

for RBSCitizens Debt Management, Mortgage and Fraud Operations line of

business, supporting <1000 colleagues across franchise footprint.

. Designed and implemented Command Centers, Operational

Helpdesk/Incident Management, UAT and strategic Risk Assessment

process for RBSUS, for the purpose of conversion and "speed to market"

testing and product delivery.

. With RBS, worked with International Business Delivery to ensure all

deliverables associated with conversion and integration was completed

successfully.

. At People's Bank, reduced contractual charge-off rate by 22%, assisted

in reduced fraud charge-off by 30% on the U.S. credit card portfolio.

. Assisted in the merger between Putnam Trust and Bank of New York

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PROFESSIONAL EXPERIENCE

RBSCitizens - Providence RI

March 2012 - Present

Head of Infrastructure & Risk

Citizens Financial Group's Business Services, DMMFO is an organization

responsible for servicing over 4 million consumer, credit card, commercial

loan and leasing portfolios with outstanding balances of $ 113B. DMMFO

colleagues in Connecticut, RI, Massachusetts, Ohio, Pennsylvania and

Virginia support core functions that include new account/loan set-up,

documentation, disbursements, payment processing and collateral management

and debt collection. The role required this leader to manage a team of 45

FTE of on-shore and off-shore resources across 4 geographic sites.

. Lead and ensured integration/coordination across several required

functional activities: technology and vendor support, IT Contract

Management adherence, Operational Risk Management and Incident

Management and related reporting.

. Developed and executed KSOR Operations: Ensuring the daily delivery of

required services through internal and vendor SLA management, Incident

Management and reporting (examples: Dialer SLAs, Fraud application

support) to ensure DMMFO has robust efficient processes to maintain

satisfactory regulatory and compliance reviews;

. Vendor and Contract Management: Developed and implemented a

sustainable Vendor Management Program consistent with Group standards

and policies, vendor business reviews, vendor improvement plans, cost

reduction opportunities including governance reviews and

documentation.

. Operational Risk Management: Developed coordinated and establish

oversight for the Operational Risk Management Framework for DMMFO,

ensuring conformance with regulatory guidelines and relevant

RBSCitizens operational policies. Ensure the development, execution

of effective internal control processes and self-monitoring practices,

and the assessment, tracking and reporting of issues. Developed and

implemented appropriate policies, processes and procedures to

identify, assess, mitigate, monitor and report operational risk

proactively.

ROYAL BANK OF SCOTLAND - Bridgeport, CT

Aug, 2004 - March 2012

V.P - Operations Support

Complete responsibility to the RBS Cards Business and Management team for

providing full Operational Support, Guidance & Leadership, and ensuring

that all operational objectives are achieved while maintaining efficiency

and speed to markets and customers.

Worked closely with UK counterparts to ensure maximum efficiency and cost

reduction by elimination of redundant work, providing 2.6MM in overall

savings over two year period

Provide strong leadership to the Operations Support department and lead its

team to carry out the daily tasks such as New Product Project Management,

Change Management, Impact Assessment, Infrastructure & Security management,

Maintenance & Delivery management, Helpdesk/Incident Management, UAT

testing, and Vendor relationships.

Full support and guidance with development and analysis of Operations

Strategy, budgets, forecasts, cost- management, and with evaluations

and analysis of monthly operational results.

Full responsibility for the development of the department and mentorship of

the staff so as to create a team of highly skilled experts that provides

the utmost value to their customers.

> Successfully maintained and exceeded SLA's with all vendors to

ensure succinct and effective operations for all internal customers

in addition to overall cost effectiveness.

> Designer and owner of a continuously improved UAT Testing for Cards

Business -Achieved by proactive customer focused delivery of

several large complex projects, to include Reg. Z and UDAP

changes.

> Successfully delivered 4K projects with an error ratio of .0009

customer impact

PEOPLE'S BANK - Bridgeport, CT

Aug, 1996 - Aug 2004

National Strategy and Call Center Senior Manager - Credit Card Collections

Directed all Customer Assistance Center operations (Pre Charge Off

Collections) for the U.S. based credit card, national consumer loan and

Connecticut consumer loan portfolios.

Managed multi-site call center operations employing staff of 190 personnel

(CT and TX), and created a culture of "continuous improvement" utilizing

skill-based standards of performance.

Developed strategies and tactics to improve and protect the asset quality

of the U.S. credit card and consumer loan portfolios (National and

Connecticut), and formalized oversight management by emphasizing key

performance indicators for all functions.

Developed line managers and staff by encouraging growth through

empowerment, training, leadership, and continuous feedback via one to ones,

quarterly, mid year and annual performance reviews.

> Co-chaired Risk & Customer Assistance Partnership Committee

> Reduced average monthly net losses by 20% to 30% every year

Senior Team Developer, Credit Card Customer Service (1996 to 1998)

Prepared and presented all status reports to division managers, assisted in

suggesting and implementing value-added strategies to meet or exceed

department service goals, and achieve the desired results

Provided operational and procedural support with LAN and database

administration, technical and procedural support for customer service,

developed and supported strategies for continuous improvement and change

management, and engaged in the management of outside-vendors.

Managed a staff (evening & weekend) of 25 to 20 representatives and 8

supervisors while coaching and motivating to exceed their service standards

in a fast paced productivity driven environment.

> Project Leader - Customer Focus Task Force - Credit Card Genie (

Web Based) as presented to the BoD

> Chair - National Customer Service Week, 1998 - 1999

PUTNAM TRUST COMPANY / BANK OF NEW YORK - Greenwich, CT

1988 - 1996

Assistant Manager, Interbank Services

Responsible for relationship management with correspondent banks for all

USD and FX contract purchases while maintaining optimum funds transfer call

center operations, and maintaining divisional policy & procedures.

Provided guidance and decision-support to to senior management (including

the CFO and Bank Secretary) while issuing them value-added reports and

graphs.

Implemented the use of FEDLINE funds transfer software in addition to

several other proprietary funds transfer software systems.

Managed a staff of eight funds transfer agents while producing large

quantities of high dollar volume transactions within very restricted time

frames.

> Served as liaison to FRB NY, Citicorp, Bankers Trust Company and

Bank of NY.

CONNECTICUT NATIONAL BANK - Trumbull, CT

1981 - 1988

Personal Banking Officer, Regional Banking

Assisted the division manager in generating new business, and client

retention while efficiently responding to individual customer needs, and

also supervised the operations of the business in the managers' absence.

Managed credit issues, researched client credit history, revised credit

files, and maintained consumer lending authority for loans on small

businesses, and personal and home equity loans.

Operations Manager ( 1985-1986)

Assisted the Corporate Banking, Cash Management and Private Banking

division with operational support that included background operations and

customer service.

Oversaw all reserve cash, negotiable items and overdrawn accounts, while

also providing training and placement of tellers, and organization and

management of regional supervisor's meetings.

> Recognized for outstanding performance and promoted from Teller,

and then from Teller Supervisor 1985.

EDUCATION

University of Bridgeport, Bridgeport CT - Finance & Economics

Yale University New Haven, CT - Economics and Finance (program work)

Sacred Heart University, Bridgeport CT - Chartered Financial Consultant

PROFESSIONAL DEVELOPMENT

Project Management Bankcard Basics

Financial Management VISA Business School

Cardholder System Processing Overview First Data Corporation

Certified AVAYA PowerDialer TSYS, GA - Client Advisory Committee

Leadership Roundtable People's Bank Manager Certification Program

People's Bank / British Quality Foundation Seven Habits of Highly

Effective People

Covey Leadership Center Certificate in Real Estate Practices

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