MARY HEFESTAY 46 Sundance Lane, Kearneysville, West Virginia 25430 304.728.0269 571.213.2448 mkhefestay@hotmail.

com MANAGER OF CLIENT SERVICE CENTER QUALIFICATIONS SUMMARY Seasoned, versatile, and highly organized professional with comprehensive years of experience, committed to providing first-rate client service, management, and supervision as well as handling responsibilities to meet diverse customer needs within competitive industry. Accustomed to handling a variety of managerial, administrative, event, and staff support functions that ensure effectiveness and efficiency of services and busi nesses. Interested in pursuing a challenging management position to leverage and utilize knowledge and skills within industry while promoting continuous personal and pr ofessional development. Known as a conceptual thinker who is flexible to adapt to diverse work settings; able to work independently or within a team environment. Possess excellent writ ten and verbal communication abilities, combined with outstanding interpersonal skills. Exceptional Organizational SkillsConsistently acknowledged by contemporarie s for cross-disciplinary abilities in problem resolution in fast-paced, demandin g environments. Goal AccomplishmentPassionate and extremely dedicated to achieving and/or e xceeding personal and team objectives. Computer ProficiencyFamiliar with Microsoft Office Suite (Word, PowerPoint, and Excel).

PROFESSIONAL EXPERIENCE MIDDLEBURG BANK, LEESBURG, VA Assistant Vice President-Retail Trainer-Branch Administrator-Mobile Pool Manager 20092010 Oversaw FOX (Foundations of Excellence) initiative through visiting each financi al service center to train and coach retail staff, ensuring key elements were be ing utilized and implemented to drive deposit increase and enhance client relati onship. staff. Wrote and delivered a unique E-learning Product Knowledge course for ret ail banking and monitored results through mandatory testing. Managed contests to help retail staff in the preparation for product kno wledge testing. Provided training for federal regulations in compliance with department to retail banking. Initiated, established, and implemented a refresher writing course that was offered bank-wide. Served as retail liaison for the Compliance Training Committee to review and approve all training material to be presented to Middleburg Bank. Developed and facilitated training sessions for FOX initiative to retail

Assistant Vice President Retail Trainer-Mobile Pool Manager

20052008

Spearheaded and trained new retail client service representatives on underlying tasks and responsibilities of a bank teller. Ensured that newly hired employees were knowledgeable and complied with policies, procedures, and banking regulatio ns. Provided leadership and direction to CRM training for all client facing personne l through scheduling training and executing several sessions in first quarter of 2006. Led the development and training of product knowledge course bank-wide a nd ensured course availability on BVS (E-learning) system as well as in a classr oom setting. Demonstrated leadership and was invited to join in the vendor selection for Middleburg Banks Fox Initiative that resulted to building profitable relationsh ips between clients and the bank. Organized all bank employees schedule to facilitate participation in FOX In itiative training. Reviewed and analyzed all training materials associated with FOX Initiat ive ensuring material supported the banks culture and vendor were certified to trai n retail portion of initiative. Directed all training and tuition reimbursement requests for the entire bank while adhering to budget requirements. Built and delivered FDIC training to bank and became the subject matter expert in 2008. Displayed competence and was certified by Center for Finance Training (C FT) to train Principles of Banking. Supervised and guided financial service centers for the mobile pool and additional staff. Retail Banking Manager 20032005 Managed day-to-day operations of Fort Evans Financial Service Center, overseeing a staff of nine people. Contributed in the growth of deposit base from $2M to $10M increase with in an 18-month period. Client Service Representative 20022003

Provided first-rate customer service and assisted clients with telephone request s, which included balance and loan inquiries, transfer of funds, and product inf ormation. Demonstrated exemplary performance and was promoted to branch manager po sition in 2003.

EARLIER CAREER Branch Manager ~ ALLFIRST BANK, LEESBURG, VA Division Trainer ~ OPPENHEIMER MUTUAL FUNDS, DENVER, CO

EDUCATION AND CREDENTIALS

Bachelor of Arts in English UNIVERSITY OF COLORADO, DENVER, CO Colorado State Certified Teacher of Secondary Level of Education (Middle School and High School) Diploma for Completion THE VIRGINIA BANKERS SCHOOL OF BANK MANAGEMENT, CHARLOTTESVILLE, VA

PROFESSIONAL TRAINING Certified to teach St. Meyer and Hubbards Courses for Banks Selling Initiative designed for Middleburg Bank

AWARDS AND HONORS Received Employee of the Month Award at Oppenheimer Provided leadership and was selected by peers as the Customer Service Re presentative of the Year for excellent customer service skills at Oppenheimer