Sales Customer Service

Levender Thompson

**** ********** **** ***** – Powder Springs GA 30127 – Phone: 770-***-**** – E-Mail:

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

Profile:

Accomplished Learning and Development Manager, combining over 15 years of account management,

instructional design, and training experience for top-tier affinity portfolios. Recognized by clients and colleagues for demonstrating top-notch facilitation and client management skills. Experienced business traveler with excellent project management skills.

Professional experience:

SunTrust Bank – Atlanta, GA - Consumer Banking Operations Business Project Manager

September 2013 to August 2014

• Operational lead for major product release implementation and teammate training for EMV Chip and

PIN,

Apple/Android Tablet & Mobile Banking Apps, FATCA, Western Union SmartPay, Delta SkyMiles debit card,

and Combat Deposit Fraud.

• Accountable for end-to end operational implementation for client servicing and ensuring the process

supports client needs.

• Work cross functionally with multiple teams to deliver 15-20 complex LOB projects per release

through implementation.

• Conduct weekly meetings with business owners to review status updates.

• Facilitate Virtual & Classroom Training for release implementation.

• Develop curriculum and deliver new product training for 7500 Call Center and Branch teammates.

Bank of America - Kennesaw, GA - Sales Trainer Affinity Credit Card

October 2004 to September 2013

• Travel extensively to vendor Branches and Call Centers providing product training to increase credit

card sales.

• Managed vendor relationship with marketing partners to develop collateral and incentives for partner

associates to achieve account sales targets.

• Managed the SunTrust Bank, Regions Bank, PNC Bank, AmSouth Bank, Harris Bank, and AAA Auto

Club

credit card portfolio sales relationship. Generated and monitored a wide variety of performance

metrics, ensured compliance with partnership agreements.

• Negotiated renewal contracts and agreements between Financial Institution Partners and Bank of

America.

• Managed sales force and portfolio profitability through forecasting and sales education for 5,000

branches.

• Dedicated day-to-day service contact for multiple top-tier clients.

• Developed and implemented sales & marketing strategies for account generation.

• Facilitated sales and compliance training to regional contact center and branch representatives.

(Exceeded territory account generation goal each year – 100K+ new accounts)

• Facilitated quarterly CFPB compliance and staff training. Subject Matter Expert on Reg. E,

BSA/AML, and

UDAAP minimizing risk exposure.

• Advanced knowledge of instructional design and adult learning theories.

• Subject Matter Expert with MasterCard, Visa, and American Express rules, regulations, products and

benefits structure.

• Manage contract negotiations and distance learning via retail/branch banking relationships with

various levels of management with Affinity partners nationwide. Proven record of delighting clients.

• Perform performance analysis for retail branches and contact center representatives, and develop

training strategies to increase sales production.

• Monitor point of sale processes and ensure regulatory compliance standards are implemented.

• Trained Business Bankers, Platform, and Call Center employees to sell retail products.

• Facilitated virtual and in-branch sales presentations.

• Develop content and facilitate train the trainer sessions for Sales Trainers.

Bank of America / MBNA America – Kennesaw, GA - Customer Marketing Manager

September 2003 – October 2004

• Top bank-wide sales producer 12 consecutive months selling card services products to MBNA

clients.

• Mentored and coached marketing teams on sales and marketing strategies.

• Provided customer service and account maintenance for new and existing customers.

Central Carolina Bank - Durham, NC – Purchasing Card Coordinator

January 1997 – September 2003

• Implemented commercial card programs for small business/commercial customers.

• Trained Merchant Sales Representatives and Business Bankers to achieve sales targets.

• Worked closely with Merchant Service Representatives to identify referrals and deepen client

relationships.

• Managed chargeback process and implemented fraud reduction measures for merchants.

• Subject Matter Expert on merchant services terminals, terminal fee structure, and sales processes.

Education: North Carolina Central University, Durham, NC

Bachelor of Arts

Computer Proficiencies:

• Microsoft Office (Outlook, Powerpoint, Excel, Access), Open Deploy, and FrontPage

• Live Meeting, PVS Net Software, Mainframe, FDR, TSYS, Salesforce, SnagIt,

Sharepoint

Training & Development:

• Business Development Training – Bank of America

• Grants/Proposals Workshop, University of North Carolina at Chapel Hill

• Merchant Services Training – Central Carolina Bank

References furnished upon request

Contact this candidate