Cash Manager Customer Service

Mark D. Baker

*** ****** **** ***** ******: 321-***-****

Melbourne, Florida 32940 *************@*****.***

SUMMARY OF KEY QUALIFICATIONS

Self-motivated and seasoned professional with a solid record of exceeding business goals and customer expectations.

Extensive experience across all product delivery functions including sales, lending, branch management, product development and management, product implementation/fulfillment and client services management.

Innovative and proactive problem solver who thrives on change and who relentlessly seeks process redesign and refinement to improve business performance, increase revenues and perfect the client experience.

Highly team oriented and able to focus group efforts to surpass business goals. A builder of positive and effective partnerships across the organization.

Challenging, empowering and motivating management style.

Highly developed interpersonal and communication skills, both written and verbal.

Strong work ethic, solid core values and high energy level. Consistently a superior performer in every role undertaken.

PROFESSIONAL EXPERIENCE

ISGN 05/2009 –

Senior Sales Support Specialist

Respond to inquiries and sales leads; resolve client pricing, contract or other escalations. Communicate operational issues and escalate as needed.

Work with specific clients to obtain MSA resolve SOW revisions and gain closure.

Sales, implementation and production meetings. Working with operational teams to implement services, evaluate and adjust processes to improve results. Deeply involved in South Central Bank valuations sales process, SOW and implementation. Defined processing criteria, produced reference collateral and worked closely with the client and ISGN service delivery teams in valuations and mortgage processing to implement services and I am providing ongoing support.

Tracking and updating of sales opportunities, Sales Exec and client ad hoc support as needed.

Client Champion - Client Services Group

Client and vendor support for valuation order issues and escalations.

Document issues, work with internal/external contacts to resolve, provide updates to clients, vendors and sales relationship/sales contacts.

BPO Quality Review Production and Training Lead

Complex report review, escalations, client interaction, quality samples/audits, reviewer assessment and coaching.

Training lead for onshore staff and agent vendors for client requirements. Creation of process documentation and training materials; conduct Webx sessions.

Successful quality review training of Bangalore, India Team and ramp up for the Bank of America BPO business. Ongoing resource for the offshore team.

Tier I appraisal quality review experience for BB&T business.

SunTrust Banks, Inc.

Mortgage Loan Originator 2006 – 2008

Vice President

Point of sale underwriting authority to issue loan approvals up to 1 million.

Consultative selling of purchase and refinance mortgage loans from branch referrals and self generated leads in the Indian Harbour Beach, West Melbourne, Rockledge and Cocoa branch market areas.

Ownership of loan request from initial lead to loan closing.

Conduct presentations to the employee staffs of SunTrust business clients for identifying qualified referrals, benefits of homeownership, first time homebuyer programs and the corporate benefit program.

Outside business development efforts targeting referral sources of new mortgages.

Exceeded goals in all areas including unit and dollar volume, customer satisfaction survey results and cross LOB referrals.

Maintained all necessary ongoing education. Certified FHA lender.

Senior Branch Manager, Titusville Banking Center 2001 – 2006

Vice President

Leadership of all market business development efforts, branch sales goal for the Titusville Banking Main Center and Remote drive-thru facility.

Completed licensing for NASB Series 6 and State of FL Insurance and Annuity.

Responsible for sales strategy and achievement of branch goals for all consumer and business loans, consumer and business deposits, mortgages, and investment product lines. Ensured service excellence and referral goals to other lines of business were met.

2005 Results: Achieved Edgeleader Office ranked #13 of over 500 offices in peer group across all states. Production: Deposits 199%, Loans 149%, Investments 165%, Mortgages 261%.

Mentored, coached and developed team members to execute the sales strategy and monitored results. Fostered “best practices” for sales skills, client relationship development and quality customer service.

Conducted weekly sales meetings, ongoing coaching sessions, performance reviews and developed individual career development plans.

Proactive in business development to expand existing small business relationships and obtain new relationships. Executed outside calling plan and marketed business credit and deposit products as well as referrals to other lines of business.

Relationship manager for key business relationships.

Provided branch operations oversight to ensure compliance with all policies and procedures. Managed expense budget and adherence to staffing models and office scheduling.

First Union Corporation

Treasury Management Division

Implementation Management Group

Site Manager, Jacksonville, Florida 1995 - 2000

Senior Vice President

Leadership of Jacksonville, Florida site with responsibility for treasury management services implementation for assigned states, franchise-wide support of the Business Banking market segment, and nationwide support of First Union’s FIRSTRemit wholesale and retail lockbox network to include technical client services support.

Annual recurring cash management revenue supported exceeded 400MM.

Responsibility included 3.2MM budget, strategic planning, physical site, and staff of 52 including 7 Team Managers, 43 Implementation Project Managers and 2 Administrative Assistants.

Managed relationships with business partners including Treasury Management Sales, Relationship Managers, Product Management and Development, Technical Consulting, Operations Service Centers, Core Process and the Commercial Customer Service Center sites. This included interaction and regular site visits to the twelve lockbox processing sites in four time zones.

Supported the Division’s sales efforts by representing the implementation process in high profile client and prospect calls and presentations nationwide.

Continuously identified opportunities to redefine implementation processes with goal of accelerated turnaround, enhanced revenue capture, increased quality and improved customer experience.

Project manager for enterprise wide process refinement initiatives, new product offerings and merger/conversion of product lines of acquired banks for the Treasury Management Implementation and Client Services functions.

Initiated innovative and highly successful client support strategies including specialty teams for the Business Banking market segment, the nationwide FIRSTRemit Lockbox Network Support Group and technical product specialty teams for Data Transmission and PC Based ACH.

Pioneered new streamlined product delivery processes which reduced cycle times, greatly increased customer satisfaction, and became a competitive advantage for the bank. The improved processes that were developed and piloted in Jacksonville by my teams ultimately became the standard for all three sites and were implemented in Charlotte and Philadelphia in 2000.

Consistently set high expectations for the performance of the site and actively fostered a totally sales and client focused environment. Actively empowered staff to be customer advocates and enlisted their involvement in decision processes. Actively recruited highly qualified applicants and progressed their careers through extensive training in hard and soft skills, mentoring, rewards and recognition.

Exceeded all Key Performance Indicators: Volumes, On-time delivery, Service Quality and Customer Satisfaction.

Achieved promotion to Senior Vice President.

First Union Corporation (continued)

Treasury Management Division

Product Management and Development Group, Charlotte, North Carolina

Senior Product Developer 1993 – 1995

Vice President

Franchise wide product development project lead for Wholesale Lockbox, Retail Lockbox, Overnight Investments, Commercial Depository and Account Analysis product lines; including product interdependencies with both the PC and Web based information reporting platforms.

Created and managed to product development plans, revenue and net income goals.

Initiated project to audit account analysis and captured previously lost revenue.

Primary liaison to Sales, Implementation, Service Centers, Systems Development, Technical Support and Customer Service areas.

Cross-functional team leader for assigned product lines. Maintained consistency of product delivery across all states. Identified areas for process improvement to achieve higher service levels to customers and enhanced product profitability.

Sales product support, contributed to sales proposals and sales calls nationwide. Responsible for an innovative cash vault pricing model that resulted in our becoming the largest single depository bank for Sears in the nation.

Coordinated rollout of new products including sales strategy, cross-functional training, revenue strategy, implementation and service support processes.

Developed the Sweep Plus, Pooled Sweep and Sweep to Mutual Funds products. Progressed a strategy to expand our cash vault coverage in footprint states by outsourcing to enable greater success in the acquisition of new business.

Provided merger support for 4 major acquisitions, which included product mapping, product training of sales staff, product conversion planning and support as well as key client conversion calls and process management.

Treasury Management Division

Florida Sales Group, Orlando, Florida

Sales Consultant, Assistant Vice President 1990 – 1993

Developed new and existing customer cash management relationships in the Central Florida region. Consistently exceeded sales and revenue growth goals.

Conducted sales calls to determine customer needs and requirements and propose creative solutions to improve their corporate cash flow. Presented proposals, discussed cost benefit scenario, negotiated pricing.

Cultivated customer relationships and referred to other bank areas for additional financial services.

Florida Consumer Bank

Branch Manager and Consumer Loan Officer 1986 – 1990

Sales, lending, operational and administrative responsibility for a large banking center.

Business development execution for all product lines, client and prospect calling strategy, motivation of staff to exceed sales and service goals.

Formal credit training and six-figure loan authority. Responsible for loan sales, underwriting process, loan decision, documentation, closing, follow-up and cross-sell of other bank products.

Developed premium dealer and contractor relationships, which significantly increased referrals of large boat, motor home, mortgage loans and equity lines of credit.

Reynolds Metals, Inc.

Sales Representative 1984 – 1986

Building Products Division, Boston, Massachusetts

Residential and commercial solar equipment sales representative covering Northern Massachusetts and New Hampshire.

Sold the highest percentage profit commercial deal for the Division in 1985; a 14 mid-rise building elderly housing HUD project in Keene, New Hampshire.

Developed innovative program combining Federal, State plus HUD tax credits to enable certain lower income Boston suburbs to purchase solar systems inexpensively, which significantly increased sales.

Top overall production sales representative in 1985 for New England Region.

John Hancock Mutual Life Insurance Company

Lead Business Systems Analyst 1979 – 1984

Group Pension Systems Development, Boston, Massachusetts

Project manager for systems development and enhancement of group pension systems.

Directed a project team of 6 business analysts and programmers.

Conducted feasibility studies, cost/benefit and work flow analysis, prepared formal reports. Coordinated training of user area staff for system applications and reporting.

Defined user business requirements, developed alternatives and provided training.

Developed program functional performance specifications and system testing strategies. Created test data and evaluated results. Defined, implemented and maintained system documentation and user process manuals. Provided system usage training of user personnel.

Provided project status reporting to systems, programming and user area management.

Completed my BSBA in MIS at Northeastern University with Honors attending night school with a nearly full time course load for over five years.

EDUCATION AND TRAINING

Northeastern University, Boston, Massachusetts

Bachelor of Science in Business Administration with Honors 1983

Major: Management Information Systems

NASD Series 6 License – Investment Company Products/Variable Contracts 2001

Florida Insurance License – Life/Annuity 2001

First Union Corporation, Global Cash Management, Quality Council Member 1995 – 2000

UNCC Professional Seminars: Advanced Topics in Cash Management 1994

First Union Corporation, Global Cash Management, Quantum Award Winner 1993

Association for Financial Professionals, Certified Cash Manager (CCM) 1990

Association for Systems Management, Boston 1979 - 1984

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