Project Management Customer Experience

Janine Williams

Phone: 203-***-****

Email: *********@*****.***

Summary

Seasoned career professional, strong leadership building, project management and decision making skills. Strong Account Management, reconciliation, compliance. analytical situations to determine best outcome. Work collaboratively with C-Suite levels, vendor partners, merchants, sales, marketing, operations team and 3rd party persons to execute/close deals. Liaison between vendors, internal and external customers. Committed to providing the ultimate customer experience and superior service levels. Adapt quickly to changing environments, quick study and embracing new challenges. Confident and steadfast in my ability to resolve issues and/or provide a creative solution. Identify customer needs, diffuse and resolve customer escalations timely and courteously.

M&T Bank Bridgeport, CT

TCC-Retail Banker 7/2023 – current

●Serves as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events. Responds to incoming requests for information on Bank products and/or services and provides solutions for common customer requests across business lines.

●Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing a service transaction in response to incoming questions regarding Bank products and/or services.

●Identify opportunities to suggest alternative Bank products or services to better suit the needs of customers while contributing to customer retention and expanding their overall relationship with the Bank.

●Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate complex problems as appropriate to ensure their resolution.

●Take ownership of the customer issue until resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.

●Complete other related special assignments and projects as requested.

●Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

●Promote an environment that supports diversity and reflects the M&T Bank brand.

●Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

●Complete other related duties as assigned.

Get Franchise Capital Dallas, TX

Vice President of Sales 06/2022 - current

●Franchise Business development, managing and consulting. Project management for various business, streamlining business practices.

●Developing compliance, operating procedure and reference manuals. Worked with shipping companies, educational academies, and franchise capital and finance companies.

●Contacted potential partners to secure franchising opportunities. Maintained personal and professional connections. Secured financial awards ranging from $500K - 6.5M.

●Developing sales pipeline, identifying opportunities to build relationships, and closing deals.

●Small business loans and Franchise financing. Creating presentations to bring clients to contact. Review of credit, assets and collateral.

●Onboarding clients and creating compelling business plans to source and procure funding, financial capital for small business ventures and franchising businesses.

●Designed marketing materials to connect clients to carious financial broker and banks for loan approval business finance and small business loans.

Care.com – LifeMart Shelton, CT

Account Manager 07/2021 – 5/2022

●Partner with Life Mart and Care.com teams to manage day to day assigned active client, sales and marketing promotions. Onboarding local and national client programs, revenue and partner earning.

●Coordinated with Product team to create presentations, client marketing material and promotions to optimize visibility and revenue share.

●Implemented programs for newly contracted clients, grow relationships, increase sales volume, revenue share, marketing placement,

●Managed presales support, client communication written and verbal to determine best account structure, client specifications logos, colors and client merchant partners.

●Work with implementation team to launch client cobranded or white labeled websites.

●Provided report analytics to clients and weekly report to General Manager and Sales Manager additional weekly meeting with CFO.

●Reviewed and approved partner commission earning for payment release.

●Access and review 3000+ accounts, monitored 300+ accounts weekly, 50+ accounts daily.

●Launched 30 new national accounts in 6 months. Monitored and adjusted client promotions, expiration and merchant swaps.

●Created Account Management operating and training guide.

●Ad hoc reports scheduled for monthly release, on demand and for weekly, monthly and quarterly meetings.

Wells Fargo Financial/GE Danbury, CT

Senior Analyst 03/2016 – 07/2021

●Call Center management US and offshore, provided oversight, training and approvals. NICE call monitoring and compliant.

●Recruiting new talent, interviewing, managing and career coaching roles.

●Mentoring new talent successfully to skilled account analysts and call center.

●Oversee collection activity on Ricoh program. Manage vendor relationship.

●Negotiation settlements, payoffs, buyouts and account resolutions. Mitigate losses and increase revenue.

●Coordinate logistics/ Remarketing with dealers and customer of Federal/compliance regulations and data protection.

●Established rapport with all levels of management, sales partners, customers and vendor partners.

●Support sales staff and customers on the contract requirements and collection activity.

●Embody growth values: Inclusiveness, Expertise, Clear Thinker, and External Focus.

●Strong work ethic and high energy and embrace challenges. Excellent communication skills.

●Collaborate on joint own accounts for best resolution. Sharing best practices.

GE Capital- Vendor Financial Danbury, CT

Senior Portfolio Mgr. 11/2000 – 03/2016

●Managed Vendor Relationship of various collateral leases, terms and amendments tailored to the particular program, an individual, a business, city or federal customers containing a multitude of lease language, stipulations and requirements.

●Adhering and enforcing a multitude of vendor program agreements. Managed assigned account portfolio regions for the best resolution or solutions to cure delinquency and default status. Coordinated collection efforts with other divisions to maximize collection activity.

●Exercised contract negotiations, settlements, restructured payments, refinanced obligations, prorated, rebill, credit generation or provided purchase options for leased assets.

●Created refinance documents, produced bill of sales and release letters for customers.

●Anticipated and identified customer needs to help facilitate a quicker resolution.

●Leveraged strong communication and interpersonal skills with all levels of Senior Management, vendor partners and customers. Strong analytics and solid decision-making. Delivering exceptional customer service. Maximized income generation. Mitigated portfolio losses.

●Creative problem solver, team player and willing to assist on all levels, sharing best practices.

●SME (Subject-Matter Expert) for Sharp Sales/Cancellation program. Lead Business contact for Sharp Program. Key contributor for the offsite Sharp Lean Event. Customer site visits.

●Created Standard Operation Procedures for Sharp Cancellation program.

●Developed and tested a new buyout system for Sharp Cancellation accounts to streamline process. Trained/supervised new analysts. Established Standard Operating Procedures for Missing and Damage Program. Effectively communicated with all levels of management, attorneys internal/external to resolve account issues satisfactorily. Collected payments/settlements from insurance companies, third party vendors, vendor partners, and customers.

American Skandia Shelton, CT

Sr. Licensing/Registration 01/1997 – 11/2000

●Managed Variable life and securities Licensing and Securities for Firms, Broker Dealers, IA/RIA, CFU, agents throughout 50 states and counties where applicable.

●Executed interviews or Sales partnerships. Verified and approved application/appointment using background checks, fingerprints, state and local government searches and resources to approve business relationships, new hires status. Processed I-9, terminations, license suspension/revoke. Compliance investigations and legal review. Reallocation/ reassigned contracts.

●Licensed and appointed Broker Dealers and agents. Worked with back office staff to complete requirements and approved commission release.

●Implements Process and procedures. Trained subordinates on state, NASD, SEC requirements,

●Designed and enhanced system structures to streamline workflow. Resolved compliance discrepancies, compensation and licensing deficiencies.

●Enforced, reviewed continuing education requirements.

●Pitched to CEO, senior management, sales leaders and supporting staff … Trained all Regional Coordinators and sales executives on requirements. Approved/processed full and partial disbursements via check and wire transfers. Collected/transfer qualified and nonqualified fund transfers from fund companies.

United States Surgical Wilton, CT

Credit and Collection 12/1996 – 01/1997

●Reviewed credit worthiness, assigned credit approvals for medical establishments of various kinds in the Northeastern territory. Interviewed customers, reviewed applications, authorized purchases via new leases and loans. Collected past due invoices. Placed credit holds for supplies and services due to non-payment. Approve/denied credit extension, services and supply deliveries. Implemented and managed payment plans for distressed or impaired account. Acceptance of 3rd party payee to settle/clear delinquency.

Bridgeport Hospital Bridgeport, CT

Patient Account Collections 09/1996 – 12/1996

●Collection of patient accounts, heavy written and verbal correspondence with customer, insurance companies, and attorney and workers compensations. Creative thinker. Scheduled and enforced payment plans /settlements from insurance companies, 3rd party vendor, vendor partners, and customers. Interviewed applicants for insurance qualifications. Decision maker of amount of credit approval/line assigned. Application of payments including customer, insurance workers compensation, Medicare and Medicaid.

Pitney Bowes – various. Connecticut/Texas

National Account Collections 05/1988 – 08/1996

●Special handling / manual billing of government account, Annual credit reviews of high profile accounts. Approved credit extension, rebooked accounts, refinanced and restructured deals. Issued repossessions for non- payment. Performed repossessions for non-payment, agency referrals and bad debt write-offs. Skip traces, credit holds with vendor partners. State and local law enforcement agencies. Withheld and/or rescinded sales commissions.

Education

Sacred Heart University Fairfield CT - Bachelor of Science - Finance and Management with 9 credits in Marketing

Computer Skills / Technology

Access, Excel, PowerPoint Word, Tableau, Outlook, WebEx, Skype, Zoom, Jira, CRM, Jabber, SAP, Oracle, Genesys, Slack, Sales Force, Sharepoint, Power BI, N.I.C.E Call Monitoring,

Professional Development/Certifications

CT - License Realtor, Property Management, LEAN, Six Sigma, Infinity Group member and African American Forum – Membership Chair, Hospitality, SLA management, Health Ahead Event Coordinator, Hospitality, Award for Outstanding leadership, Emergency Response Team Taskforce-Captain, Director of Events – Planner/Designer – YUKE Nation 501c3, GE Heath Fair, African American Forum, Scholarships Drives, Fundraisers and Charity events

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