| Volume 14 • No. 1 |
January 2010 |
Career Exchange Resume:
PATTI J. LUCAS
570 Waring Way
Columbus, Ohio 43213
(614) 827.5673
mplucas@insight.rr.com
SUMMARY:
A results oriented professional with management, marketing, sales and extensive customer service experience. Recognized for creating unique experiences and programs that strengthen vendor, client and co-worker relationships into effective partnerships. Commended for outstanding ability to successfully handle multiple situations while maintaining an empathetic and positive attitude.
Strengths include:
Attained a positive reputation for thinking “beyond the obvious” and “outside of the box”.
Exceptional communication, analytical and investigative skills.
Consistently demonstrate efficiency, attention to detail and accuracy.
Accomplished communicator and presenter with outstanding leadership skills.
Unique ability to successfully work with a variety of personalities and challenging situations.
PROFESSIONAL EXPERIENCE
November 2007 to Present - Benchmark Bank
Customer Loyalty Manager
Branch Supervisor
Developed Benchmark Bank’s Customer Loyalty Program to include:
Seminars (financial, educational, lifestyle, current topics of interest)
Branch Events (Flippin’ Friday, Block Party, Love My Chili Contest)
Finding new ways to market to customers
Travel
Employee Loyalty
Advisor on Employee Loyalty Committee to promote the “co-workers are our customers” philosophy.
Write print for all customer loyalty activities and assist Marketing with the publication of our quarterly newsletter.
Attend community events to represent bank.
Accepted offer to relocate to our newly opened Westerville office to assist with deposit growth and branch organization.
Accepted position of branch supervisor due to my strong leadership, organizational, and problem-solving skills, and co-worker respect.
Lead staff to keep day to day operations running smoothly with our focus on customer service. Complete performance evaluations, daily schedule, and work within branch budget. Developed intensive cross-training and staff development programs.
Assisted with the development of a bank-wide training manual.
1997 to late 2006 – Huntington National Bank (formerly BancFirst
Ohio Corp./Unizan Bank)
Classic Club Director 2002-2006
Successfully marketed customer loyalty program, resulting in over $148 million in program deposits with $38 million in new money.
Increased program membership by 87%.
Achieved a proven track record for developing and implementing a successful customer loyalty program.
Performed and managed activities including trade shows, marketing literature, direct mail, market surveys, as well as travel presentations and pre-departure/document meetings.
Demonstrated efficiency, attention to detail, and unique problem solving techniques while escorting clients on trips that resulted in a stronger relationship of trust.
Identified through active listening new opportunities to educate and recommend to clients additional services and products and make referrals to appropriate team members and departments.
Developed seminars and activities using state-wide resources to enhance the value of the program.
Created a positive work experience with all travel vendors while being cognizant of their needs as well as the needs of the clients.
Improved Club newsletter to including interesting, humorous and educational articles.
Developed a loyal following of clients.
Executive Administrative Assistant/Insurance Coordinator 1997-2002
Performed executive, detailed, and confidential administrative duties to support and assist the Corporate President and CEO, CFO, COO and EVP of Risk Management.
Selected as Risk Management Committee Secretary and Sales Support Committee Secretary. Prepared agendas, assembled reports, tracked projects and issues to resolution. Maintained records of committee minute books for regulators.
Successfully interacted with all levels of management, staff, Board of Directors, customers and vendors.
Negotiated and reviewed insurance policies and contracts.
Organized a system to ensure the Bank’s policies and procedures aligned with requirements of insurance policies, allowing maximum coverage.
Investigated applicable insurance laws and regulations, minimizing deductible and premium costs.
Recognized for my ability to complete projects and tasks within a strict code of confidentiality.
Acted as an effective liaison between departments and assisted to finding resolutions to problems with internal and external customers.
Commended for continually exceeding internal and external customer service.
References available upon request.
