Customer Service Sales

Chas Puleo

**** **** ***** ****** *****, PA ***** 610-***-****

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

Seeking a position as Sales Manager

Track record of sales initiatives and leadership generating significant

revenue and customer base expansion. Skilled in influencing people and

outcomes. Easily establish genuine rapport with people from all walks of

life. Adept at defining and communicating product/service

differentiators. Manage and mentor sales team to sustainable high

performance. Articulate value and build long-term, productive customer

relationships. Skilled presenter to audiences ranging from executive

teams to 2,000 participants. Honest, approachable, and effective.

. Turned around a severely underperforming location to #2 among 10 for

sales and new account production.

. Implemented business development strategies increasing territory sales

revenue by 206% and doubling the customer base.

Work Experience

Citibank N.A. Philadelphia, PA. June 2013 to May 2014.

Vice President/Branch Manager-Selected to manage and turn around the

lowest-ranked location in the 10-location Philadelphia market. Trained,

coached, and managed employees. Led implementation of business

development strategies and process improvements for account management

and customer service, focusing on key behavior and key drivers.

. Instrumental in increasing ranking to #2 among 10 locations for within

4 months prior to corporate HQ decision to close the entire

Philadelphia market.

. Implemented sales strategies instrumental in achieving 229% of overall

branch performance goal.

. Achieved 231% (#1 division-wide) of credit card sales goals.

. Increased market share .37%.

. Exceeded assets under management goal of $5.5M by 68.75% ($8M).

. Mentored staff individually and as a team to improve sales performance;

provided training on business development strategies, cold calling,

customer service, customer relationship management, competitive

analysis, needs assessment, and consultative sales.

. Improved employee performance in the key behaviors and key drivers a

minimum of 50% and turned around underperforming staff.

. Created a best practices customer service process guide, subsequently

adopted by the Philadelphia market.

TD Bank N.A. (Commerce Bank) Mt. Laurel, NJ, North Penn & New Britain,

PA. August 2007 to June 2013.

Assistant Vice President/Program Manager (2011 to 2013)-Created

initiatives and structure for the organization's existing employee and

customer engagement program for 23,000 employees from Maine to Florida to

further build the company's customer service culture. Worked with

executive management to develop and deliver rewards and recognition

programs. Project manager for annual CEO leadership awards, annual

leadership trip, and quarterly recognition program. Coordinated

recognition of 1,200 employees and 200 CEO leadership awards, 2011- 2013.

Designed and delivered employee engagement initiatives contributing to

increasing customer service scores.

. Received performance recognition from the President & CEO and SVP of

Customer Experience for contributions to increasing employee loyalty

and customer service scores.

. Increased program's employee participation by 12.5%.

. Served on the Customer Engagement Committee creating new engagement

campaigns implemented throughout the entire branch network.

. As Onboarding Committee member, collaborated on redesigning the

onboarding experience and process.

. Worked with the former Head of Training at Disney University and VP of

Financial Services at JD Power & Associates to gain insight into their

employee engagement and customer service philosophies and initiatives.

Charles Puleo - Page Two

Work Experience

Assistant Vice President/Branch Manager (2007 to 2011)-Accountable for

business development, relationship management, supporting business

customers, and increasing market penetration and brand awareness through

cold calling, joint marketing efforts, and developing strong community

relationships. Hired, trained, mentored, and managed 40 employees.

Cultivated and leveraged relationships with customers, local centers of

influence, politicians, and community-based organizations to exceed

performance goals.

. Achieved the highest Customer Index Rating among 24 locations in the

Montgomery County region.

. Developed and delivered sales presentations to C-level and key decision

makers in local businesses, achieving a close rate of 50%.

. Increased small business and commercial deposits by $6M, exceeding $4M

goal, through business development strategies and deepening existing

deposit relationships.

. Exceeded assets under management goal of $6.6M by 66% ($11M) and

lending goal of $2.19M by 94.7% ($4.04M).

. Increased individual deposits by $5M through on-site bank days,

community events, and off-site educational seminars.

. Recipient of the Team Player of the Year Award, 2010.

. Achieved employee retention rate of 99%.

. Received recognition as Sales Blitz Manager of the Region; sales blitz

strategies subsequently implemented regionally.

. Montgomery County Ambassador, United Way Campaign; Employee of the

Quarter Recognition Event Coordinator; Montgomery County Sales Blitz

Manager; Chief Editor, MontCo Motivator Newsletter.

APS Wireless/Wireless Channels West Chester, PA. July 2004 to August

2007.

Territory Sales Manager-Strategized and managed outside sales throughout

Pennsylvania, New Jersey, and Delaware.

. Promoted from Outside Sales Boost Territory Manager to Outside Sales

Sprint Territory Manager.

. Developed two new markets: Lehigh Valley and Delaware, doubling

customer base from 75 to 150 new dealer accounts.

. Ranked as #1 Territory in the Mid-Atlantic Division, Wireless Channels,

2006 to 2007.

. Introduced new products to market, including pre-paid wireless and data

solutions; conducted new product training for sales teams and dealers,

and collaborated with dealers to create and execute marketing/sales

campaigns.

. Increased territory sales revenue by 206%.

Additional Information

Volunteer Coordinator, The Ambler Nostalgic - benefitting Ronald McDonald

House Charities for the Family Room at CHOP.

Former Steering Committee member, Lansdale Center for the Performing Arts.

Former member, Penn Suburban Chamber of Commerce

Proficient in Adobe Illustrator, Adobe Photoshop, Corel Paint, Microsoft

PowerPoint, Microsoft Excel, Microsoft Word, iPhoto, iMovie, Safari.

Writer/Photographer, 2010 Indianapolis 500 "Running On Empty, But What A

Run!"

Dr. Pfau, "Effective Executive Speaking" for executives and sales managers.

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