CONNIE M.

DAVIS
conniedavis6@gmail.com

(925) 595-8221

Rockville, MD 20850 SENIOR CUSTOMER SERVICE PROFESSIONAL BUSINESS TRANSFORMATION AND OPERATIONS EXECUTIVE Experienced leader with extensive operations, B2B customer service and business transformation experience. Has consistently enhanced the effectiveness, efficiency and profitability of operations in multiple organizations by focusing on improving client service and operations through a combination of better metrics and simplified and streamlined processes. Core Competencies include: Customer Focus: 14 years experience leading business to business customer service, business transformation and sales support for large corporate, commercial and financial institutions, for financial institutions including Bank of America. Began career as a Global Client Services Officer in Bank of America and rose to Vice President/Director Commercial Client Services in Bank of the West, a subsidiary of the BNP Group. Leadership and Team Building: Led a team of over 100 employees through four senior managers located in three separate geographic locations. Built a team of customer service representatives responsible for customer service for USD large corporate and commercial relationships, and EMEA, Asia and Latin American clients. Consistently exceeded client satisfaction metrics while meeting revenue objectives. Profit and Loss Management: Directly managed a P&L in excess of $12M. Had indirect responsibility for a P&L in excess of $100M. Responsible for setting budgets, managing expenses and generating new revenue producing opportunities for the sales and relationship management teams. Change Management: At Bank of America was a Senior Change Management Consultant supporting Global Business Transformation which was the division responsible for all IT related merger integration changes for the Bank of America / Continental Bank and Nationsbank mergers. Directly involved in the transformation of how we delivered customer service during the NationsBank/Bank of America merger. Operations Management: Extensive experience in streamlining operational functionality to enhance productivity, reduce FTE count and improve client satisfaction metrics. Cash Management: 20 years of experience as a cash management SME supporting sales, providing client support and leading systemic enhancements, including merger integration activities. SIGNIFICANT ACCOMPLISHMENTS Led the team handling international financial institution and large corporate transactions for a major US bank. Automated depository system to audit transactions online, streamlined trade/ credit transaction processing from eight steps to three. Seamlessly transferred processing on all EMEA, Latin American and Asian relationships from California to New York and shortened processing time significantly. As Division Executive in a client services organization providing cash management, depository and credit services. Managed a $10M budget, served as product SME to sales teams, implementing process improvements that enabled us to reduce staff by 15 and save more than $45K on an annualized basis. As the Client Services Executive, created the business requirements for multiple cash management products expanding the existing product platform. Subsequently led the implementation team created to establish new bank relationships and introduce new products to existing relationships.

Change Management SME for the Global Business Transformation Department during one of the largest financial services industry mergers to date. Implemented the merger of hundreds of systems supporting the entire corporate and commercial banking divisions. Led the banking platform re-design, including the assumption of the operations of and sunsetting of legacy systems. This involved six technical initiatives and resulted in a savings of over $40M annually. Documented business requirements for an online e-commerce platform supporting our cash management programs. This platform allowed employees to process electronic transactions rather than create paper entries. This increased real time global transaction reporting for our corporate clients by 166%. Streamlined backroom processes in the cash management product, eliminating paper ticket transactions, improving transaction descriptors, reduced encoding errors and thus improved customer satisfaction. Re-engineered operational metrics in the Commercial Client Services business line and reduced loss exposure by approximately 25% due to higher client retention rates. PROFESSIONAL EXPERIENCE Senior Business Manager University of California 2010 2011 Berkeley, CA Responsible for all non-scientific, engineering and facilities related activities for a multi-billion project the University was running under funding from the National Science Foundation. Vice President Bank of America 2008 2009 Concord, CA Cash Management position to review changes in legal documentation and negotiate contracts with corporate and commercial clients. Vice President/Director Bank of The West 2004 - 2008 Walnut Creek, CA Commercial Client Services Responsible for the management of a multi-site, multi-tier 60 blended seat call center supporting cash management, depository products, loan documentation, disbursements and trade activity. Consultant Independent Strategic Consultant 2002 - 2004 Concord, CA Engagements, among others included a $10M healthcare project and the pre-launch and enterprise wide training for a state of the art communication system. Vice President/Senior Bank of America 1983 -2002 Concord, CA Change Mgmt Consultant Rose through the client service ranks to become a Senior Change Management Consultant. Member of global leadership team responsible for technical implementations in the NationsBank/Bank of America merger integration. EDUCATION UCLA Los Angeles, CA Double BA, History and Psychology CERTIFICATIONS Six Sigma Black Belt Certification (in progress) 1982