Customer Service Sales

BARBARA CRANE, SPHR, MBA

**** *. **** ******, ************, IN 46201

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

Cell: 317-***-****

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Non-profit Executive and Grant Professional

8+ years non-profit business administration experience including grant

research and proposals, grant administration, donor relations and

fundraising. 20+ years of solid leadership experience. Expertise in

strategic planning, budgeting, change management, project management, data

systems evaluation, mergers and acquisitions, transition and integration.

Government reporting and regulations, cash management, sales and

informational material development, media placement, sales training,

public relations and exceptional customer service.

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EDUCATION

Masters in Business Administration (GPA 3.97), Butler University,

Indianapolis, IN

Bachelor of Arts, University of Virginia, Charlottesville, Virginia

SPHR Certification

Job Readiness Program, STAR Program, St.Vincent Health, Indianapolis, IN

PROFESSIONAL AFFILIATIONS

Society for Human Resources Management / American Society for Training and

Development / Indiana Bankers Association: Human Resources and Retail

Banking Committee member

PROFESSIONAL EXPERIENCE

Grant Writer and Executive Assistant, Our Brother's Place, Indianapolis,

IN 2014-present

Indianapolis non-profit initiative that provides transitional housing.

Designed to champion men and women to grow personally, professionally,

emotionally and spiritually by providing solid direction in a safe, drug-

free environment.

? Write individual and collaborative grant proposals for agency

funding

? Represent the agency in the community and at public or media

events

? Assist Executive Director with office administration, marketing

and client support

Administrative Support, Select temporary agencies, Indianapolis, Indiana

2009-2013 Provided general

business administration and support for a variety of local agencies

including Office Team, DPloyit, Workway, Kelly Services and Alpha Rae.

Completed assignments include:

? Eligibility Specialist Caseworker (State of Indiana/Alpha Rae),

ISTEP Test Evaluator (CTB/McGraw

Hill/DPloyit), Data Entry/Audit (Simon Property Group/Office

Team), Mortgage Post Closer

(American General/Workway), Student Loan Audit (Martin

University/Office Team), Data Entry Specialist

(Jackson Group/Office Team), Call Center Representative

(CTB/McGrawHill/DPloyit), Absentee Ballot Clerk

(Marion County Election Board/Office Team).

Food Pantry & Volunteer/Community Service Coordinator, Third Phase, Inc.,

Noblesville, Indiana 2008-2009

Largest food pantry in Hamilton County. Non-profit ministry serving

Hamilton County with a Red Cross emergency shelter, food pantry and thrift

store.

? Coordinated food pantry operations and served 750 families per month,

including record-keeping, dispensing, stocking, and

rotating food. Recorded and distributed donations of food and household

items.

? Supervised and directed work of volunteer groups and court-ordered

service workers throughout the ministry.

? Supplied smaller pantries with food/ household items and

partnered with other community and church leaders

to coordinate service for needy families. Conducted facility

tours and other public relations efforts.

Vice-President Marketing and Regional Manager, Citizens Bank, Mooresville,

IN 2005-2006

$270 million commercial bank founded in 1931.

. Managed marketing department and directed overall activities of 7

banking offices.

. Increased consumer loans with bank-wide sales contests and employee

training. Promoted Bank's image with 75th Anniversary campaign,

updated logo, tagline and website.

. Increased bank visibility and positive image in the community through

bank-sponsored events.

. Organized employee training and annual meetings to develop product

knowledge and sales culture.

President/Executive Director, MOMENTIVE Consumer Credit Counseling

Service, Indianapolis, IN 2003-2004

Not-for-profit organization founded in 1965. Provides educational programs

and credit counseling.

. Returned $22mm annually to creditors on behalf of clients on the Debt

Management Plan.

. Started the well-used Mortgage and Foreclosure Helpline for Hoosiers.

Gained endorsement of local officials, HUD and Fannie Mae's Indiana

Partnership Office, and of local elected and government officials

statewide.

. Partnered with Fannie Mae in Washington D.C. to develop new software

for post-purchase counseling for homeowners.

. Served as primary agency spokesperson through public speaking,

radio/television appearances and print interviews. Fostered positive

relationships with government entities and sponsors. Coordinated

financial and payroll system conversions and staff reorganizations.

. Completely redesigned Momentive.org website. Created employee and

board newsletters. Developed and implemented a Marketing Plan

including new name, logo, newsletters and collateral materials.

. Improved service quality with expanded hours and client surveys.

President/CEO,KEMBA Credit Union, Indianapolis, Indiana 1996-2002

Member, Board of Directors 1998

Full service credit union serving employees and families of the Kroger

Company and other select employer groups.

. Grew total assets from $32 million to $51 million and increased

membership from 6,800 to 10,000. Halted runoff and built deposits from

$27 million to $43 million with market based and tiered rates.

Introduced new loan types, re-worked current products and tied

personal and auto loan rates to credit risk. Increased total loans

from $23 million to $37 million.

. Created and developed an award-winning website with links for members

to email any KEMBA staff member, view or download account history, pay

bills, apply for membership, complete loan applications and get an

answer, and locate the closest of over 600 shared branches or

thousands of no-fee ATM across the nation.

. Used membership surveys and an MCIF member database to define member

service needs and select the corresponding basic and ancillary

programs to introduce. Implemented a comprehensive marketing and

communications program including new logo, signage, product /service

literature targeted mailings, and employee sales training/incentives.

Services used per member increased over 200% while annual non-interest

income increased from $26,000 to $575,000.

. Utilized modern technology to streamline and improve internal service

operations. Converted paper to automated general ledger, replaced

terminals with networked PCs, changed paper forms, and records reports

to electronic format. Remodeled facilities to accommodate staff growth

from 8 to 22 while increasing member privacy and overall security.

Vice-President, Regional Banking Office Manager, Huntington National Bank,

Indianapolis, Indiana 1987-1996

Promoted from Staff Officer, Human Resources to Assistant Vice President

(1989), Vice President, Regional Banking Office Manager (1993)

. Played a key management role in growing assets in Indiana from $400

million to $1.3 billion, which included the merger of three commercial

banks and a large savings and loan association.

. Managed the human capital growth from 150 to 400 full-time employees.

. Developed and coordinated customer communication and assimilated

processes before, during, and after the legal and system mergers of

each institution.

. Designed and implemented a sales-focused employee performance

management and compensation reward for Indiana banking offices that

produced record increases in consumer loan volume, payment protection

insurance, investment sales, small business loans, and demand deposit

account growth. Managed retail product profitability and pricing.

Researched, developed, and introduced new products, automated systems,

and office environments to enhance sales. Coordinated retail

compliance exams with internal auditors and federal regulators.

. Managed $1 million advertising budget for advertising, promotions, and

public relations. Initiated and managed a customer service and sales

inbound call center.

. Developed and implemented a formal quality service program, including

service quality standards, mystery shopping, customer feedback and

retention, and employee recognition for service excellence.

. Managed all human resources activities including employee opinion

surveys, salary budgeting, hiring, terminations, payroll, training,

benefit administration, and employee relations.

Assistant Director of Human Resources, Federal Home Loan Bank of

Indianapolis, Indianapolis, IN 1986-1987

. Responsible for employee relations and training.

. Conducted non-exempt employee interviews

. Managed new employee orientation and benefit administration.

Personnel Specialist, Indiana State Personnel Department, Indianapolis, IN

1984-1986

. Provided human resources generalist support to the Indiana Department

of Environmental Management.

. Developed and administered merit employment exams. Also responsible

for evaluating and scoring applications.

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