Manager Service

Joseph Martello

**** * **** **** **, Pompano Beach, FL 33069 ■ 772-***-****

Seasoned manager with broad experience in retail banking and global services. Skills encompass a wide range of disciplines including branch management, sale and service quality expertise, operations management and project implementation skills. Excellent problem- solving abilities and proven people management skills.

Seacoast Bank

Treasury Management Operations/ Loss Prevention Manager/ Security Officer

Oct 2013- Present

Oversee the direction, coordination, and evaluation of the Treasury Management Operations and the Loss Prevention Departments.

Direct investigation, collection and recovery efforts related to all fraud and forgery claims.

Ensure the administration of bank wide security training and addresses all branch related security concerns.

Communicate security alerts to customers and bank personnel when appropriate

Minimize loss and service charge waivers by monitoring channel deposit/payment alerts

Prepare and present the annual security report.

Deposit Operations Manager

April 2004- Oct 2013

Developed and implemented programs related to product development, management sales, and other functions to support line of business strategies and departments overall profitability

Monitored compliance with regulation and internal procedures.

Ensured the integrity of mainframe information in Bank Control for all deposit products.

Managed the Branch Support Help Desk to provide phone support to all branch staff.

Maximized productivity, operating efficiencies and expense controls.

Loan Servicing Operations Manager

Nov 1999-April 2004

Ensured content adequacy of loan and credit documentation in order to minimize exposure to loss for the Bank.

Managed Loan Operation activities including booking, participation/syndications and investor reposting/remittance.

Provided guidance and training for users of loan documentation systems/ operations and communicates systems changes or issues to all pertinent individuals affected.

Supported a quality partnership with Lending personnel to deliver superior customer service

Bankers Trust Company

Vice President- Global Advisor Services

Aug. 1997- July 1999

Managed a team of 19 Telephone Customer Service Administrators supporting 150 Global Investment Managers.

Developed and implemented service quality improvement programs to address identified service deficiencies.

Supervised the daily management of client accounts and resolution of pending investigations.

Recommended new products, services and quality initiatives to client base.

Citibank, NA

Vice President- Global Products Support Services

Oct. 1993- Aug. 1997

Managed a team of individuals who performed on site visits of Citibank’s Global Securities Network Branches to identify gaps in service, client issues and product deficiencies which resulted in the development of corrective action plans.

Responsible for the standardization of product delivery across the Global Network.

Established, reported and analyzed for Senior Management a consistent set of customer perceptible quality indicators

Vice President- New York Retail Bank Administration

Jan. 1993- Sept.1993

Acted as Staff Executive for 10 Area Directors in the New York Bank,

Provided support to all branches in Manhattan, Brooklyn, Queens and Staten Island.

Worked as a member of the Management Team by representing the division on Nation and International Task Forces.

Vice President- Metro Directorate

Jan. 1991- Jan. 1993

Served as Chief of Staff, Personnel Director, Training Coordinator and Community/ Government Relation Officer for the Banking Director

Acted as the Area Branch Distribution representative for all new branch openings, renovations and consolidations.

Vice President- War on Problems Unit

Oct. 1989- Jan. 1991

Task Force Coordinator for a special division-wide service project aimed at eliminating key obstacles, and improving customer satisfaction levels: Reduced problem incidence by 53%

Examined and modified process for 12 account processing procedures, including deposit/payment posting, investigation resolution and account linking

Increased branch staff satisfaction with enhanced processes resulting in a better ability to resolve customer issues.

Responsible for preparation of project communications and budgeting.

Vice President- Service Planning and Development

Aug. 1986- Oct. 1989

Service Manager for 84 New York branches, responsible for evaluating the level of service provided by the branches, performing/analyzing customer research, and developing service improvement programs

Established and implemented quality standards for branches and back-office. This increased customer satisfaction by 20%

Acted a Project Manager for service improvement programs for both branch and operational support units

Branch Manager- Officer-in-Charge (various New York branches)

Nov 1971- Aug.1986

Managed sales, service quality and operation controls for retail branches with up to $280MM in asset and liability balances and 20 staff members.

Contributed average annual revenue of up to $3MM.

Consistently surpassed sales quotas and service standard requirements.

Implemented successful calling programs targeted to business and upscale market segments to grow the business and build strong public relations for branch

Education

Bernard Baruch College

New York City, New York

Major: Business Administration

Citibank Professional Development Programs

Service Quality management

Professional Selling Skills

Banking Operations

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