JACKIE SGRO

965 Main Street * Holden, MA 01520 * js1099468@westpost.net * 508.245.1768

Analytical, tech-savvy senior-level Retail Banking Executive with a stellar reco

rd of accomplishment implementing quality technology programs to enhance financi
al products and services
STRATEGIC PLANNING * TECHNOLOGY PROJECT MANAGEMENT * OPERATIONAL DIRECTION * LEA
DERSHIP DEVELOPMENT * SALES & MARKETING * VENDOR MANAGEMENT & NEGOTIATIONS * REP
ORT WRITING & TRACKING * PRODUCT/SERVICES DEVELOPMENT * PROCESS IMPROVEMENTS
SUMMARY OF QUALIFICATIONS
* Solid management background and experience from the ground up in every aspect
of operational leadership, developing strategic plans and tactical execution mod
els that enhance performance and results.
* Climbed up from the ranks to provide a rich mix of experience across diverse d
epartments including: Marketing, Managed Insurance and Investment Programs, Mana
ged Consumer and Mortgage Lending.
* Project manager and quality driver on business critical initiatives, well-vers
ed in supervision and oversight of technology and product/service development pr
ograms. Technologically inclined, adept at multi-tasking multiple concurrent pro
jects.
* Organizational coalition builder, promoting an overall culture of superior wor
k ethos and accountability.
* Adept in vendor negotiations, management and tracking; fully focused on cost c
ontrols to maximize resources and achieve overarching institutional goals.
* Broad range of sales, marketing and customer relationship management skills, e
ncouraging performance management and staff development to drive improvement in
core banking areas.
* Advocate open communications channels across all areas of the business with a
positive attitude and an aptitude to resolve situations to mutually beneficial o
utcomes.
* Valued strategic advisor as part of senior management, recognized for balanced
judgment, stability and capacity to steer consensus among disparate groups.
PROFESSIONAL EXPERIENCE
FIDELITY COOPERATIVE BANK Leominster, MA
EXECUTIVE VICE PRESIDENT/CHIEF LIFEDESIGN OFFICER 2006-Present
Fast-tracked to positions of increased responsibility and corporate governance t
hroughout career, cumulating with a front-line, strategic client engagement role
.
* Appointed to bank wide strategic planning role, reporting directly to the Boar
d; challenged to define Fidelity's client strategy across all departments.
* Scope of accountability includes oversight of: branch network, call center, e-
banking services; cash management, liability pricing, budgeting, deposit operati
ons, insurance and investment services; product development; marketing and sales
support; vendor management; leadership development for relationship managers.
Notable Highlights:
* Launched 2 new branches that individually harvested $50MM in deposits within 2
years.
* Doubled core deposits and regularly lowered deposit costs during 4-year tenure
.
* Drove significant service improvements (measured by "Net Promoter Scores") as
project manager for technology implementations: delivered e-service upgrades, in
cluding an out-of-market web site deployment.
* Oversaw the bank's central processing conversion, managing all project phases
to include vendor contract negotiations and management.
* Developed new tracking system to monitor lines of business, product lines, lea
dership teams and individual staff performance.
* Served as customer champion with the implementation of a new CRM system, creat
ion of client outreach programs for inside/outside sales force as well as the de
velopment of Fidelity's unique client experience product, LifeDesign.
* Captured new revenue stream with the launch of a cash management department of
fering pioneering new products and services (account reconciliation, positive pa
y, remote deposit capture, remittance processing and custom reporting).
* Expanded role as key staff morale booster and mentor, notably decreasing staff
attrition rates.
I-C FEDERAL CREDIT UNION Fitchburg, MA
VICE PRESIDENT RETAIL DELIVERY SYSTEMS AND REAL ESTATE LENDING 2001-2006
* Navigated the success of various critical business operations spanning branch
network, call center, web site/Internet banking, ATM network, deposit operations
* Held responsibility for mortgage origination, mortgage servicing, secondary ma
rket and served as MCIF administrator and manager for I-C Insurance & Investment
s CUSO.
Notable Highlights:
* Improved the branch network and call center with a new loan origination progra
m and outbound calling campaigns.
* Enhanced direct mail marketing efforts by rolling out a new MCIF system.
* Spearheaded several successful service improvement programs including Bank at
Work for working professionals and Bank at School youth services.
* Boosted loan acquisitions from 25 to 100+ per month with a new FHA mortgage le
nding program, facilitating First Time Home Buyer seminars as well as integratin
g a Home Equity Line of Credit (HELOC) access card program for customers.
* Motivated staff to consistently achieve targets with the deployment of incenti
vized sales programs for retail staff, new employee training programs and monthl
y Reward and Recognition Sales Rallies.
* Optimized service capabilities to a 24/7 model through cost-saving outsourcing
opportunities, internal process improvements and vendor collaborations.

LEOMINSTER CREDIT UNION Worcester, MA

BRANCH MANAGER 1999-2001
* Assigned to establish and manage all facets of a new branch that included all-
inclusive teller operations; personally responsible for originating mortgages, e
quity and consumer loans.
* Took on strategic planning functions with accountability to seek out new busin
ess development verticals; deployed business development plan that integrated a
cold calling and outbound telephone calling program to increase branch expansion
.
* Key catalyst in overall profitability, setting and achieving objectives on dep
osit volume, product mix and closed loans.
Notable Highlights:
* Fostered $12M in consumer loan volume within one year of branch opening with t
he development of a new dealer network.
ADDITIONAL EXPERIENCE
* Retail Banking Officer, Hudson Savings Bank (1996-1999) Hudson, MA
o Credited with developing a new teller referral program to produce 2,000 refer
rals at 3 branches during the first year alone. Increased annual deposit growth
from an average of 4% to 14.5%.
* Director, Financial Services, Merisel Corporation (1991-1996) Marlboro, MA
* Portfolio Control Manager, General Electric Capital Corp. (1987-1991) Danbury
, CT
EDUCATION AND TRAINING
ASSOCIATE IN ACCOUNTING, POST COLLEGE Waterbury, CT