455 Ridge Road Middletown, Connecticut 06457
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%.
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.
KELLEY VECCHITTO Page 2 firstname.lastname@example.org
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.
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
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%.
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
Implemented Change Management Governance program and share point site to manage introduction of new
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
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.
KELLEY VECCHITTO Page 3 email@example.com
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
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.
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
Hotel Management Studies
Johnson and Wales University, Providence, Rhode Island
Associate of Business Administration
Middlesex Community College, Middletown, Connecticut
Six Sigma Green Belt Certified
Mortgage Banking Certification I and II
National Association of Professional Women
Customer Experience Professionals Association
Customer Experience Management
Microsoft Office Suite, CISCO/Aspect Telephony, NICE Call Monitoring