Customer Experience Service Excellence

Deirdre K. Hecht 781-***-****

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DEIRDRE K. HECHT

Portsmouth, RI 02871 781-***-**** *******@*******.*** Strategic Planning, People Leadership and Service Excellence Bank Operations Multi-Branch Management Customer Experience Bank executive with 17+ years of leadership experience in the development, strategic vision and operational execution of bank strategies. Track record of implementing well-defined multi-site strategies that best serve customers and maximize sales production. Recognized as a team builder and people manager with a personal commitment to organizational excellence by displaying honesty, integrity, and a strong sense of ethics in all decision and actions. Passionate about embracing unique cultures, supporting rapid business growth and championing diversity, equity and inclusion. CORE COMPETENCIES:

Market Development Audit, Risk Management & Compliance Corporate and Social Responsibility Digital Transformation People Management Team Development Financial Management Key Performance Outcomes Relationship Building Coaching & Mentoring Customer Acquisition Product & Service Launches Operational Excellence Nexus Partnerships C A R E E R H I G H L I G H T S

2022 Credo Champion which is one of the highest honors at Citizens and given to the top 1% of employees for living the company’s values and giving more to customers, communities and shareholders

Super-charged team, during unprecedented COVID times, keeping velocity, culture and engagement high; built a culture of internal excellence at all levels, influencing through positive leadership behaviors, and converting people and culture strategies into reality

Recipient of the prestigious 2019 Citizens of Excellence Award, Top 3% of overall performance for sales and service results

Served on several Bank Leadership Councils and appointed to multiple advocacy groups representing Branch Managers and Retail, unifying people, processes and systems to drive sales and service excellence P R O F E S S I O N A L E X P E R I E N C E

Citizens Bank Feb 2006 – Apr 2023

VICE PRESIDENT REGIONAL MANAGER Dec 2019 – Apr 2023 Led a team of up to 90 colleagues across 15 branches located in Western Massachusetts that were focused on the delivery of performance results that were generated through service innovation, digital empowerment and employee development.

Oversaw the execution of strategic and operational programs that enabled the delivery of the Bank’s growth and profit agenda; led region-wide planning sessions to drive digital transformation, control expenses and stimulate business development

Delivered leadership and strategic direction to the organization, strengthening the Bank's mission, vision and values by serving as a culture agent, motivating colleagues to achieve higher standards and promoting a commitment to sales and service excellence

Created a culture of equity and inclusion that valued and maximized the benefits of diversity of backgrounds and perspectives, embraced change and continually pursued customer centric solutions as a way to accomplish regional goals

Engaged the community through education sessions and financial literacy events strengthening the region’s commitment to serve all demographics including under banked and under educated communities

Advanced career pathing and the growth of emerging leaders by creating an atmosphere of empowerment and accountability, as well as modeling positive leadership, integrity, respect, agility, and sound judgment in all activities both internally and externally

Launched an integrated strategy and rolled out several market-wide events leading to Y/Y score lifts in the operational health index

(OHI) by increasing levels of colleague engagement, career pathing opportunities and professional development

Ensured a strong risk, compliance and governance framework was embedded across the region which included identifying strategic and operational risks, ensuring mitigation strategies were in place, and taking action to minimize protect bank assets and customers Deirdre K. Hecht 781-***-****

2 P a g e

VICE PRESIDENT, MULTI-SITE BRANCH MANAGER Sep 2013 – Dec 2019 Demonstrated passion and enthusiasm for the organization’s vision in order to recruit, hire, motivate, lead and empower a high- performance team that consistently exceeded service and sales objectives.

Responsible for team development, performance, and operational strategy including identifying, acquiring and retaining the finest talent available in the banking market and delivering ongoing coaching to grow and develop leaders within the team

Delivered timely and actionable coaching through observations, role plays, practices and follow ups in order to close sales and service gaps, and achieve targets

Spearheaded cross-functional collaboration and strategic initiatives to deliver an improved consumer experiences and drive market share, while building operational repeatability, rigor and leverage in tandem

Designed programs that created a performance driven culture that thrived in a high velocity sales environment and was underpinned by revenue growth, innovation and delivering a consistent customer service experience

Oversaw strategic planning, organization, implementation and evaluation of compliance functions and executed sound, risk-based compliance program that effectively covered all areas of the bank

Demonstrated change leadership with the introduction of Digital Engagement, developing a workshop and presenting to both MSW and South Shore Regions in 2017 driving strong revenues across regional branches ASSISTANT BRANCH MANAGER II/ BRANCH BUSINESS BANKER Feb 2006 – Sep 2013 Consistently met and exceeded business goals while contributing to high levels of success in business banking. Maximized every opportunity to improve operations and create an exceptional customer experience often times developing out of box solutions.

Built civic and community relationships resulting in 227% QTD, ranking #1 in South Central Region for 2 consecutive quarters

Coached team on delivering a consistent branch experience and cultivating relationships with new and existing customers through strong communication skills and extensive knowledge of the bank’s portfolio of services and products

Identified and shared best practices to improve efficiencies and processes, while ensuring branch operations operated in accordance with applicable bank policies and procedures

Worked to ensure the delivery of world class customer service, implemented Customer Appreciation Day and worked with team members to bring Dedham Branch from a (65%) 1 star in customer service to (.08%) from 5 stars

Maintained and developed relationships with existing small business customers representing Citizen’s Bank by participating in networking groups and special events

E D U C A T I O N & O T H E R C R E D E N T I A L S University of Vermont, Burlington, VT

Bachelor of Science in International Business

Organizations

Veterans BRG 2018-current

WIN BRG 2018-current

Sounding Board of Directors 2019

Greater Boston Leadership Council 2018 & 2019

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