Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.



Published on

  • Be the first to comment

  • Be the first to like this


  1. 1. Resume KELLEY VECCHITTO 455 Ridge Road  Middletown, Connecticut 06457 860-301-2753  CHANGE MANAGEMENT PROJECT MANAGER Dynamic Senior Quality Operations Manager with more than 25 years’ of high profile banking experience. Demonstrated financial leadership managing customer experience through call center operations. Proven team leadership experience managing eight teams, 100 Home Equity Processors and more than 200 call center employees. Skilled at developing and implementing projects and initiatives to improve internal processes reduce costs and increase measurable customer service performance. Strong knowledge of the Customer Experience developing projects, programs, policies and procedures to enhance customer service and reach goals. Solid Department Administration expertise managing employee hiring, training, salaries ,budgeting and partnering with various department partners. Quality Operations Manager  Home Equity Operations • Pipeline Management  Vendor Management  KPI’s Service Level Agreement  Reporting  Talent Acquisition  QA Call Monitoring  Coaching Change Management  Risk Mitigation  Team Leadership / Motivation  Process Improvement Risk Management  Budgets  Training / Development  Six Sigma Green Belt  Financial Services •Strategic Initiatives  Performance Management  Home Equity Call Center Operations  Client Relations • Succession Planning  Project Management  Employee Engagement  Regulatory Compliance • Customer Experience Model Consumer Loan lending  Call Monitoring Systems  Mentoring BANK OF AMERICA  Farmington, Connecticut  1/2012 – 12/2015 World's leading financial institution. Senior Group Operations Manager / Senior Vice President Managed Home Equity and Mortgage portfolio to improve operations, risk management and compliance for consistent customer experience. Reviewed the Mortgage and Home Equity process to identify opportunities for improvement and mitigate risk. Created consistent management processes to enhance employee collaboration and streamline home equity processes and procedures. Promoted quality initiatives focused on improving employee performance reducing customer issues by 15% and increasing satisfaction by 5%. Deployed call monitoring system to increasing customer experience ratings by 30%. Achievements:  Implemented Call Monitoring system for 21 mortgage sites. Established customer experience by serving as operations training lead, technology liaison, and testing coordinator monitoring analytics and new quality review. Improved customer service by monitoring phone calls and emails for quality and increasing survey satisfaction rating results by 30% over six months  Developed new Home Equity and Mortgage loan center incentive model to enhance customer service and measure results through surveys. Increased productivity by 15% and improved close time metrics with increased accountability and incentive measurement.  Lowered risk errors by reviewing customer phone conversations and customer emails to improve communications. Reduced loan process error rate from 40% to 3%.  Introduced New Customer Experience Model providing a clear employee development path and an audit system to mitigate risk and improve regulatory compliance. Improved Customer Survey results by 30%, increasing satisfaction.  Provided leadership through the Mentorship Program assisting two managers in career development.  Partnered with Credit Card and Loan sales partners to share best practices, improve sales referrals through enhanced program and added product to the employee scorecard for accountability.
  2. 2. Resume KELLEY VECCHITTO  Page 2  BANK OF AMERICA  Farmington, Connecticut  1/2008 –1/2012 Home Equity Unit Leader / Vice President Improved employee and customer experience to ensure quality service and support. Revitalized incentive and awards program to recognize employee performance. Developed accurate performance metrics to evaluate employee service levels and increase productivity by 20%. Provided coaching and training to team of 200 Home Service Specialists and managers to increase performance and streamline processes. Achievements:  Improved employee performance by revitalizing the Incentive and Awards Program. Developed key metrics and goals to drive employee performance and enhance customer service quality.  Developed Employee Survey to measure satisfaction and enhance communications. Earned a 92% satisfaction rating and the highest score among unit leaders.  Established employee meeting to increase communications and improve customer service processes and procedures.  Launched Job Shadow Program within the Home Loans Department to allow employees insight into the entire loan process.  Lead the "Shaping Behaviors" work stream process to establish a customer service culture. Promoted leadership and resource development for employees to enhance customer service levels. BANK OF AMERICA  Farmington, Connecticut  1/2005 –1/2008 Business Support Manager, Vice President Developed and implemented performance analytics and metrics to improve employee engagement. Prepared Performance Management Program to enhance individual employee skills with coaching and mentoring. Introduced training initiatives and procedures to reducing turnover and increase employee satisfaction by 14%. Achievements:  Designed Performance Management System to reduce Human Resource errors and ensure fair employee treatment. Improved employee development with a coaching plan to increase individual performance.  Developed Home Equity division new hire training program to improve performance, employee learning, and reduce turnover.  Implemented Change Management Governance program and share point site to manage introduction of new initiatives.  Streamlined employee communications to reduce emails. Monitored emails and established new letter to centralize information. Increased employee productivity by 12%.  Launched weekly huddle ensure consistent messaging for new policies and procedures, and reinforce the customer service culture. BANK OF AMERICA  Farmington, Connecticut  1/2003 to 1/2004 Unit Leader for Home Service Specialists Directed Home Service Specialists performing initial underwriting review of the Home Equity loan process. Lead team of 100 Home Service Specialists and eight team leaders to enhance customer satisfaction and mitigate risk. Managed salary budget of $4 million and evaluated key performance indicators including employee engagement scores, productivity output and cost per unit metrics.
  3. 3. Resume KELLEY VECCHITTO  Page 3  Achievements:  Targeted annual performance indicators to improve Home Service Specialist team results. Launched improvements action plan to enhance team performance and implement process changes. Worked with team leaders to improve communications and provide support. Recognized as top team in the Home Equity Division exceeding all key performance indicators and increasing rating by 4%.  Established team meeting to improve communications and recognized employee providing outstanding customer service. Increased productivity by 8%.  Implemented employee survey to analyze staff satisfaction. Recognized with a 92% rating and the highest employee satisfaction rate in the division.  Provided Home Equity Division coaching and mentoring to develop team and unit leaders. Created future talent for open positions.  Managed staff levels based on loan volume forecast and staff performance. Analyzed staffing needs and managed staff reduction of 50 employees improving budget by over 17%. BANK OF AMERICA  Farmington, Connecticut  1/2002 to 1/2003 Director of Loan Production / Support Lead the Reporting / Call Quality Monitoring Team. Directed the Appraisal/Title Department and Closing group. Achievements:  Coached and mentored managers providing process improvement support to reach goals and improve metrics.  Managed teams to meet record breaking call volumes while providing consistence quality customer service levels.  Addressed employee turnover by working with teams to increase communications. Lowered attrition to 1% and increased employee satisfaction by 8%.  Certified four Six Sigma green belts providing project training and leadership.  Completed Valuing Diversity training workshop to identify and nurture the talents of a diverse workforce. Fleet Bank  Hartford, Connecticut  1/1988 to 1/2002 Branch Manager of the Head Office in Hartford, Newington, and Rocky Hill office Responsible for the day to day operations/Meet and exceed all sales goals/Mentor new managers EDUCATION Hotel Management Studies Johnson and Wales University, Providence, Rhode Island Associate of Business Administration Middlesex Community College, Middletown, Connecticut CERTIFICATIONS Six Sigma Green Belt Certified Mortgage Banking Certification I and II AFFILIATIONS
  4. 4. Resume National Association of Professional Women Customer Experience Professionals Association Customer Experience Management COMPUTER SKILLS Microsoft Office Suite, CISCO/Aspect Telephony, NICE Call Monitoring