Management Manager

Connie Davis

Concord, California 925-***-**** **************@*****.*** linkedin.com/in/conniedavisvp

PROFILE

~Providing Excellence in Client Services and Operational Improvements to Meet

Business Needs~

Over 15 years of success working in the financial services industry, reducing costs while the improving client experience.

Specialize in driving client services, operational improvement, and business transformation initiatives for the financial services sector.

Demonstrated proficiency in engaging stakeholders, while actively listening and providing honest feedback on strategic initiatives.

Respected by managers and colleagues as a motivated team leader with a strong work ethic and tenacious troubleshooting skills.

Areas of Expertise:

Client Services Client Retention Customer Loyalty

Service Excellence Operational Excellence Operations Management

Operational Efficiency Change Management Business Transformation

Process Improvement & Re-engineering KPI Definition Mergers & Acquisitions

Acquisition Integration Cost Reduction Quality Management

Program Management Treasury Management Team Leadership

Professional Experience

CONNIE DAVIS CONSULTING Concord, California

Independent Consultant (2007 – 2010; 2011 - Present)

Guided the launch of the firm, specializing in banking industry clientele. Provide critical solutions, automation, transformation, and process improvements for small- to medium-sized clients. Guide new business development, project scope, and client relationship management.

Selected Achievements & Projects:

Worked with BNY Mellon to establish an international remittance program for the largest credit union in Silicon Valley, with projected remittances of $500K annually.

Integrated automation into the back office operations of one of the largest credit unions in Washington D.C., migrating the manual bill pay process into real-time electronic account management.

Converted retail accounts into business banking accounts for Wells Fargo, increasing revenue by $200K annually; launched a cash management division to support these clients.

UNIVERSITY OF CALIFORNIA AT BERKELEY Berkeley, California

Senior Operations Manager (2010 - 2011)

Co-Leader of the $30M Sanford Laboratory Project, working with the National Science Foundation and Department of Energy. Developed the preliminary design, organization, and governance structure for this $1B underground scientific and engineering facility.

Selected Achievements & Projects:

Managed finance, human resources, information technology, communications, website management, procurement, contract management, documentation, and support services.

Led a series of simultaneous mission-critical projects, including management of the full project lifecycle, integration and implementation, and creation of a new LLC.

BANK OF THE WEST Walnut Creek, California

Vice President/Director, Commercial Client Services (2005 - 2007)

Managed a multi-site, multi-tier 60-blended-seat call center supporting commercial clients, a business banking call center supporting cash management, deposit operations, implementation, fulfillment, and account analysis.

Selected Achievements & Projects:

Recognized as the Business Partner of the Year for 2007, by improving services, cost savings of $1.5M, and 8% attrition reduction.

Gained a cost savings of $600K by enhancing operational productivity and improving client satisfaction.

Worked with high profile clientele, including Irwin Home Equity, Gilardi, Diamond Walnut, Fidelity, and First American Tile.

Managed a team of 4 direct reports, 110 indirect reports, and a $12M profit and loss segment.

Vice President/Client Services Manager (2004 - 2005)

Managed the B2B sales support center, directing staffing, training, retention, client services, and business development.

Selected Achievements & Projects:

Reduced costs by $200K via development of a Support Services Team and meeting all Service Level Agreements.

Managed a team of 2 direct reports, 30 agents, and a $2M profit and loss segment.

Worked closely with high profile clientele, including Gilardi, Irwin Home Equity, and Fidelity.

BANK OF AMERICA Concord, California

Global Wholesale Banking/VP, Change/Program Management Consultant (1997 - 2002)

Reported to SVP, Global Business Transformation/IT. Promoted repeatedly. In most recent position, served as program manager and member of global leadership teams responsible for strategic technical implementations. Led root-cause analysis. Managed relationships with bank divisions, business units, and project teams to support cross-functional operations. Provided pre-sales engineering support. Shared accountability for $105MM P&L; managed 500+ indirect reports. Far exceeds rated employee for five years which is a rating given to only the top 5 -10% of employees, and recognized for the creation and implementation of a new electronic adjustment system, and the successful implementation of merger integration related efforts.

Selected Achievements & Projects:

Marquee clients included Chevron, Levi Strauss, Kaiser Permanente, Albertsons, Safeway, and Bechtel.

Implemented 6 technical initiatives with product management, saving $40MM+ annually.

Streamlined backroom processes, introducing automation and eliminating paper ticket transactions (up to 10K monthly), improving transactions descriptors, reducing encoding errors and client inquiries.

Prior Professional Experience

VP, 200+Global Client Services / Call Center / Operations

Account Administrator, Bank of America

Office Manager, UCLA Medical Center

Education & Credentials

Bachelor of Arts: History and Psychology, University of California, Los Angeles, California

Master of Arts: Healthcare Administration, Callifornia University East Bay, In Process

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