MARC FIORILLO

New Britain, CT ***** • adnpr2@r.postjobfree.com

860-***-**** • linkedin.com/in/marc-fiorillo-5439494a/ BUSINESS COMMUNICATIONS PROFESSIONAL

Driving business efficient workflow and performance through effective communications and relationship building. Diligent, hardworking business professional with extensive experience in communications. Creates professional, well-articulated, internal and external communications, memos, policies and procedures, and process documentation. Dedicated to process improvement, uses technology to support and enable processes. Establishes effective strategy and expertly executes plans aligned with company goals. Initiates key relationships cross-functionally and with vendors, drives continuous improvement of operations, process and technology to aggressively meet goals.

• Policies and Procedures

• Communications Management

• Leadership Development

• Customer Satisfaction

• Cross-Functional Collaboration

• Process Improvement

• Process Documentation

• Human Resources

• Vendor Management

• Banking Regulations

Technologies: Microsoft Outlook, Excel, Word, Visio, Outlook, SharePoint, IBM AS/400, Black Knight, Discovery PROFESSIONAL EXPERIENCE

7-ELEVEN • Newington, CT (transferred January 2021) Store Leader

Oversee all daily operations of the store. Responsible for overall performance, management of sales, HR, merchandising, and product ordering.

This store has been taken over from a franchisee, and I am currently leading a team to return the store to corporate standards.

7-ELEVEN • Glastonbury, CT

Store Leader

Guided the store through COVID-19 crisis, adjusting operations to comply with social distancing guidelines and ensure the safety of customers and staff. PUBLIC STORAGE • Glendale, CA

Call Center Reservation Agent

Answered inbound calls from customers seeking to gain further information regarding products and services; converted inquiries to sales. Made outbound calls when customers missed appointments and attempted to schedule new appointments.

Used knowledge from previous experience of working at a storage location to build rapport with customers and increase sales.

Converted customer inquiries for storage units into sales.

Recaptured missed appointment customers through outbound call program.

Became an Early Adopter and was used as a product tester for new software for the Call Center; this was instrumental in the roll out and helping other users to be successful in using the tool.

BANK OF AMERICA • Westlake Village, CA

Officer Associate Vendor Manager (2013 to 2016)

“Marc was able to make

decisions and has a strong

work ethic. He managed

people well and was able to

take control of any

situation that came up. He

takes a personal interest in

his work and follows

through on all projects.”

DONALD P, MANAGER

2017 to 2019

PUBLIC STORAGE

Storage facility company with

2,500 locations. Call center

employs ~150 agents in two

separate offices.

2020 to Present

7-ELEVEN

2011 to 2016

BANK OF AMERICA

One of the world’s leading

financial institutions with a full

range of banking, investing,

asset management, and other

financial services.

MARC FIORILLO PAGE 2

EARLY CAREER

EXTRA SPACE STORAGE • Storage Consultant Assistant Manager • 2010 to 2011 - Increased Occupancy from 86% to 92%; on-the-Spot Award for high sales volume during location audit. U-HAUL OF CONNECTICUT • General Manager • 2009 to 2010– hired as the general manager responsible for performing P&L analysis, hiring, managing, and mentoring team members, driving sales and production, and tracking inventory.

SPORTS AUTHORITY • Operations Manager • 1993 to 2009 – 14-year career; responsible for all human resources aspects: recruiting, hiring, managing, mentoring team members.

Achieved lowest level of loss 3 years running in a $12M store (Danbury) - 0.05%, 0.1%, 1.0%;

Achieved best internal operational audit average in CT district several years running

Received best in Northeast Region in Farmington store 2003 (second best companywide). EDUCATION

UNIVERSITY OF CONNECTICUT • Multiple Courses

VOLUNTEER EFFORTS

BOYS AND GIRLS CLUB - Youth employment service coaching teens on job application and interview process Promoted in acknowledgement of the outstanding job done; many of the duties remained the same: team oversaw the outside attorneys that handled foreclosures and evictions, facilitated communications between Bank of America (BOA) and these outside attorneys, sent out information about regulations, collected acknowledgements from the vendors if required, and collected any information from BOA requested from the vendors.

Created departmental Policy & Procedure document outlining communications with attorneys and keeping them updated.

Created a SharePoint site to house documentation; retention policy required communications to be stored for 10 years. Created a schema to facilitate search and retrieval of files.

Created and maintained database of attorney communication alerts used to communicate regulatory and departmental changes to the Bank’s 800 foreclosure and bankruptcy attorneys.

Created and implemented series of process improvements with regards to attorney communications.

Assigned repurchased loans to appropriate attorneys based on varying factors. Vendor Administrator (2011-2013)

Responsible for sending attorney communication alerts and tracking responses to the Bank’s foreclosure and bankruptcy attorney network comprised of 800 attorneys. Trained bank employees on the proper format for attorney alerts and the submission process. Assisted attorneys in gaining access to computer systems, as needed, as well as, audited attorney responses regarding communications, answered attorney inquiries, and researched past communication requests sent to Communications.

Received two Silver Awards, seven Bronze Awards, and five High Five Awards.

Answered attorney rebuttals to communications issues on monthly scorecards and completed monthly statistical reports for attorney communications and provided findings to business units as deemed necessary.

Alternate contact for the Communications Manager. MARC FIORILLO PAGE 3

JUNIOR ACHIEVEMENT FINANCE PARK – coaches teens on budgeting and household decisions STUFF THE BAGS FOUNDATION – Makes blankets and fills backpacks for children in rescue situations SPECIAL OLYMPICS OF SO. CALIFORNIA – Participates in Fans in the Stands events and lane monitor for Bowling events

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