Service/Sales/Operations/Human Resources

MARY ANN MURTHA Phone: 610-***-****

*** **** ***** ****, *********, PA 19083 Email: *********@***.***

SERVICE/SALES/OPERATIONS/HUMAN RESOURCES

Change, Performance & Solution Management // Strategic Planning // Relationship Building

Strategic Sales // Organization Development // Processes & Procedures

Staff Hiring // Staff Development // Business Development

A dynamic and versatile Sales/Service/Operations / Human Resources Director with 30 years of wide ranging professional experience. Superior track record of transforming business cultures to maximize revenue and profitability. Exceptional background in increasing productivity, quality and efficiency, creating the infrastructure for developing and running successful businesses. Leader with strong organizational and motivational skills.

PROFESSIONAL EXPERIENCE

Huntingdon Valley Bank, Huntingdon Valley, PA 2008-2016

Full service banking institution

CHIEF RETAIL OFFICER/SENIOR VICE PRESIDENT OF RETAIL SERVICES

Establish and achieve division goals and objectives.

Increase deposit and revenue growth by 78% over six years for Retail Division.

Develop and execute key marketing initiatives, business plan and new product development.

Verifies that all operating procedures affecting each branch are being followed as established and approved.

Reviews adequacy of branch staffing and submits recommendations to the President.

Makes recommendations pertaining to any area, which will improve the efficiency of the branches.

Reviews the training progress of new employees with Branch Managers.

Reviews physical condition of each branch with Branch Managers and President during budget process.

Reviews with other department heads ways and means to increase the profitability of the stores.

Reviews and approves vacation schedules for branches.

Review and revise, as required, management and administrative procedures to ensure adherence to bank, federal, and state policies.

Implement and orchestrate monthly branch events that bring together the local businesses, community organizations, and residents.

Represent the company as active participant in community affairs

Knowledge of QuickBooks and Accounting Practices

Sun National Bank, Vineland, NJ 2007-2008

Full service banking institution.

REGIONAL VICE PRESIDENT

Analyze branch results in the areas of deposit & household growth, loan

production, cross-sell ratio, and retention/attrition to determine areas of

success as well as areas of deficiency

Observe and assess sales processes, behaviors, and activities to establish a plan of action to ensure attainment of consistent and expected results

Develop staff members through coaching and training effective sales methods and techniques

Provide leadership for all branch employees through coaching, training, and career counseling

Manage human capital issues such as recruitment, hiring, performance management in a timely and effective manner

Maintain operational integrity in all branches of the region by ensuring that all security, audit, and risk management guidelines are compliant with the policies and the procedures

Prepare and manage a regional budget in accordance with all company guidelines

Actively market Sun National Bank products and services to the community

Develop and maintain active involvement in the community by active participation on Community Boards/Committees.

Executive Loan Center 2006-2007

Levittown, PA 19057

Residential & Commercial Mortgage Broker

SALES DIRECTOR

Trained sales force of 8 employees in an effective business development strategy.

Improved sales results of mortgage loan officers by developing a behavioral plan and coaching employees to this plan

Assessed mechanisms, defined the skills and abilities for hiring Mortgage Loan Officers and revamped interviewing process, improving quality of new hires and creating a more appropriate job fit.

Created and implemented Policies and Procedures for all employees of organization

Devised and executed Employee Handbook

Researched, solicited and partnered with nine mortgage lenders in an effort to offer a wide array of lending solutions to clients

Citizens Bank, Narberth, PA 2005-2006

Full service banking institution.

REGIONAL MANAGER

Serve as sales, service and operations mentor for 11 Branches throughout Delaware County

Act as liaison between branch personnel and senior leadership for $40,000,000 Delaware Community Development initiative

Partner with various lines of businesses to develop and execute effective sales management process

WELLS FARGO NATIONAL BANK (formerly known as First Union Bank)

Plymouth Meeting, PA 2001 – 2005

Complete banking services, retail brokerage services, asset management, wealth management, and innovative products for individual customers.

SERVICE DIRECTOR

Improved service delivery results of employees in 60 Financial Centers in the Philadelphia market by developing a behavioral plan and coaching employees to this plan in an underperforming market.

Improved customer service scores by 35% within 18 months by identifying customer service benchmarks.

Improved employee turnover ratio from 55% to 35% by creating a recognition process that celebrated any new hire Teller who was with the company for 6 – 12 months.

Increased service scores by 85% within 18 months by creating and implementing a communication and coaching plan that defined and described expected behaviors.

Consistently made field visits to ensure execution of customer service standards.

Assessed mechanisms, defined the skills and abilities for hiring Financial Services Managers and revamped interviewing process, improving quality of new hires and creating a more appropriate job fit.

Turned around underperforming service environment by providing hands-on leadership, establishing employee appreciation programs and influencing key partnerships with corporate leaders.

Identified root cause for employee non-compliance with corporate management training standards, and developed processes and benchmarks to achieve corporate goals within prescribed timeframe.

Partnered with Service Directors to create teleconference service training on topics resulting in increased service delivery scores.

Improved customer service scores by greater margin than all other territories.

FIRST UNION NATIONAL BANK, Plymouth Meeting, PA 1986-2001

Full service banking institution.

FINANCIAL SPECIALIST LEADER (2000 – 2001)

Trained sales force of 21 employees in an effective business development strategy.

Created a team that ranked top 15 out of over 300 sales teams.

Developed training program to help employees understand and use online book of business.

Increased loan production by 30% and investment revenue from 78% to 129% by devising action plans and benchmarks for each staff member and following their progress closely.

Partnered with the Service Leader to devise an action plan that would create and foster an atmosphere of recognition and reward, recognizing employees for outstanding results.

Created a mentor program by capitalizing on the strengths of each employee and partnering them with other employees who were struggling.

SERVICE LEADER (1998-2000)

Served as point person for 60 financial centers on service, sales, & operations during merger.

Trained service and sales leaders on performance for seamless transition during merger.

Developed job aids, served as role model, coached and provided leadership for market area to ensure ease of merger.

Recognized by senior leadership for proactive approach to ensure excellent service delivery.

EDUCATION

Organizational Leadership Program, Philadelphia University, Philadelphia, PA 2013 - present

Business Management Studies, University of Phoenix, Wayne, PA 2002 – 2004

Business Management, Delaware County Community College, Media, PA 1996 – 1998

COMMUNITY INVOLVEMENT

Member of Board of Directors, Eastern Montgomery County Chamber of Commerce,

Jenkintown, PA 2013 – present

Member of Board of Directors, National Association of Women Business Owners,

Greater Philadelphia Chapter, Philadelphia, PA 2015 - present

Member of Board of Directors, The Women Empowerment Series, Inc.,

Blue Bell, PA 2014 – present

Member of Board of Directors, American Foundation of Suicide Prevention

Philadelphia, PA 2012 – present

AWARDS

2015 SmartCEO Winner of BRAVA High Impact Female Executive

2016 American Foundation of Suicide Prevention Volunteer of the Year

References furnished upon request

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