Susan H.

Tritsch
58 Stockton Lake Blvd
Manasquan, NJ 08736
Cell: 732-403-6392
st694fee@westpost.net
http://www.linkedin.com/pub/susan-tritsch/15/899/649
Summary
Results oriented management professional with a proven track record of increasin
g revenue. Strategic problem-solver with the demonstrated ability to connect wit
h team members and clients. Highly effective at partnering within a cross-functi
onal team to ensure balanced and compliant results. Skilled in designing and imp
lementing a variety of programs impacting employee development, productivity, an
d compensation.
Professional Profile
Business Development and Strategic Planning
* Business Management - Managed financial services branches and training pods co
nsisting of 4 -16 new account executives. Specialized in high risk, small busine
ss, and problem accounts. Assisted NJ Department of Banking with annual division
al audits and mentored other branches to adhere to state and federal regulations
. Conducted monthly insurance and non-insurance sales and compliance training fo
r developing account executives. Designed collateral materials that promoted ne
w client service initiatives.
* Business Planning - Identified opportunities through SWOT analysis and establi
shed short term goals with management. Proposed strategic implementation of trai
ning and peer mentoring to reach goals and build a strong management bench. Deve
loped reports to track timelines and professional progress of team members.
* Business Analysis - Generated weekly and monthly reports to forecast revenue,
resolve invoicing issues, and identify new business opportunities.
* Retention Strategy - Improved client retention by recognizing their changing n
eeds and implementing long-term and flexible action plans. Provided client educa
tion as part of the Customer Value Proposition. Implemented monthly and quarterl
y performance reviews to retain and develop clients and staff.
* Revenue Enhancement - Identified new opportunities for existing clients genera
ting approximately $500,000 in additional monthly sales and reducing 2+ delinque
ncies from 2000 - 2007 at HSBC. Enhanced branch productivity by motivating accou
nt managers to meet aggressive sales goals while maintaining 100 % audit complia
nce for 5 consecutive years.
Client Relations & Corporate Image Enhancement
* Direct Client Management - Met with clients on a regular basis to discuss serv
ices, gain feedback, and maintain high levels of customer satisfaction. Managed
and audited daily account transactions for quality assurance and to develop new
opportunities at HSBC. Acted as the client and corporate contact for all of the
NJ-based RMH call centers. Provide daily goals, motivation, management, and tr
aining for telemarketing sales representatives and site staff while providing fe
edback to the clients. Responsibilities included moderating client sessions, pr
oviding action plans to staff, and follow-up.
* Client Development - Organized meetings and focus groups to educate clients ab
out terminology, processes and vital issues to solicit feedback while fostering
client loyalty. Worked directly with clients to develop specific training progra
ms and rollout formats for site staff and sales force. Actively supported and p
rovided leadership for the company's TQM initiative and routinely focused staff
on the clients' needs and requirements.
* Industry Panel - Developed and moderated client focus groups to identify ways
of enhancing services and demonstrate client appreciation.
* Networking - Represented former organizations at various seminars, conferences
 and industry trade shows, identifying opportunities with potential clients, gov
ernment officials, and strategic partners.
Human Resource Management and Training
* Recruitment - Recruited prospective employees through career websites, job fai
rs, trade shows, industry seminars, and university recruiting events.
* Employee Development - Developed training modules for new client services, tea
m building and new hires. Planned and facilitated learning needs assessments bas
ed on corporate, state and federal requirements. Directed the activities of corp
orate training centers and retail branch offices to provide a high-level of cust
omer service, achieve product sales targets, and deliver excellent service throu
gh trained and motivated staff. Reviewed and simplified all policy information,
using a variety of instructional techniques and formats, such as team exercises,
role-plays, group discussions, and lectures in formal and one-on-one settings.
Identified training gaps and developed learning objectives and specifications.
* Employee Engagement - Increased poor performing branches' insurance and non-in
surance sales by identifying and addressing training issues, and driving perform
ance. Mentored new managers to be complaint while meeting the objectives of the
business unit. Partnered with subject matter experts to develop exercises and ca
se studies for continuous career development.
* Compliance and Labor Laws - Facilitated monthly compliance training to meet St
ate and Federal requirements. Updated management and branches of changes in labo
r laws and how they applied to the business unit. Worked closely with payroll co
mpany to correctly audit time sheets and TOP time. Designed and developed traini
ng materials such as manuals, job aids, user guides, FAQs and quick reference gu
ides for staff use.
* Talent Management - Generated individual, staff, and branch key performance re
ports to management weekly and monthly. Provided daily guidance and management f
or training and quality department staff at RMH while performing the duties of a
trainer. Resolved communication issues between management, sales and agents thr
ough conflict resolution.
Sales & Marketing
* Drive Sales - Developed and implemented enhancement programs that penetrated n
ew accounts, retained existing accounts, and reduced delinquency. Excelled at bu
siness development, loan origination and servicing, and customer education. Liai
son for both internal and external clients, account management, and administrati
on seeking program information.
* Direct Sales - Recognized as a divisional and district sales leader via reward
s and additional responsibilities such as training new managers. Rewarded with t
rip to Italy for achieving highest new product sales over the course of 12 month
s and offered partnership at Moments/Gullo's.
* Sales Strategy - Increased sales productivity by more than 50% in 2006 leading
by example and implementing manager training for all sales staff. Introduced d
istrict-wide sales contests to drive competition.
* Business Development - Increased ancillary product sales by more that 100% by
addressing training issues at poor performing branches.
* Brand Enhancement - Engaged in philanthropic efforts in the local community in
order to promote HSBC's brand image.
* Marketing - Designed and implemented a comprehensive marketing plan for Progre
ssive Salon Services.
* Organizing - Managed the preparation, execution, and follow-up of sales traini
ng programs. Researched and prepared case studies for use in sales scripts and o
ther promotional items. Created standard business development proposals, includi
ng budget, price estimates, and detailed scope of work descriptions.
Employment History
HSBC, Elmhurst, Il
HFC Senior Account Executive 05/06 - 12/08
HSBC Learning and Development Specialist 11/05 - 05/06
 Beneficial AVP Branch Sales Manager 12/02 - 11/05
Beneficial Senior Account Executive 7/00 - 12/02
Computer Learning Center (CLC), South Plainfield, NJ
Admissions Coordinator 1/00 - 6/00
RMH Teleservices, Bryn Mawr, Pa
Sales & Quality Training Manager - Ewing Twp., Ocean Twp. and Atlantic City, N
J 2/98 - 12/99
Sales & Quality Trainer - Ocean Twp., NJ 9/96 - 2/98
Shoppers Guide, Pennsauken, NJ
Advertising Sales Executive 2/95 - 5/96
Progressive Salon Services/Moments/Gullo's, Mt. Laurel and Vineland, NJ
Marketing Executive/Buyer 4/94 - 2/95
Salon Manager/Buyer 11/93 - 4/94
Assistant Retail Manager/Buyer 10/92 - 11/93
Education
Bachelor of Science with Honors in Business Management, University of Phoenix, P
hoenix, AZ
Stockton State College, Pomona, NJ
Glassboro State College, Glassboro, NJ
Associates of Science in Business Administration , Gloucester County College, Se
well, NJ
Campbell University, Buies Creek, NC
Community Involvement
Member of Manasquan's Citizen Committee
Fundraising volunteer for CASA
Volunteer with Embracing Hospice Care
Undergraduate Mentor at UOP
Member of the First Presbyterian Church of Manasquan, NJ
Developed HSBC corporate sponsorship for the Foodbank of Monmouth and Ocean Coun
ties in 2006
HSBC's Annual Junior Achievement Drive Volunteer in 2007 - 2008
References are available on request.