Account/Relationship Manager

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DIANE L. MATTSON 17272 TILIA RIDGE, EDEN PRAIRIE, MINNESOTA 55347 952.942.8809 612.868.9613 [email protected]

RELATIONSHIP MANAGER/CLIENT MANAGER Seeking a position within an organization to leverage and utilize solid experien ce as a Relationship Manager, with focus in merchant services or corporate card that encourages professional and organizational growth and advancement. STRATEGIC PLANNING AND DECISION MAKING ~ TEAMBUILDING AND LEADERSHIP ~ KEY ACCOU NTS ACQUISITION GENERAL MANAGEMENT ~ BUSINESS DEVELOPMENT AND IMPLEMENTATION ~ QUALITY ASSURANCE AND CONTROL PROSPECTING AND NEGOTIATING ~ RELATIONSHIP MANAGEMENT ~ FIRST-RATE CUSTOMER SERVICE CLIENT NEEDS ANALYSIS ~ BUSINESS FORECASTS AND REPORTS ~ REGULATORY COMPLIANCE CUSTOMER MANAGEMENT AND RETENTION ~ PROBLEM/CONFLICT RESOLUTION

QUALIFICATIONS PROFILE Remarkably astute, innovative, and people-oriented professional equipped with ex emplary ability to multi-task and set priorities within dynamic working environm ents. Possess 14 years of exceptional experience in merchant sales coupled with exemplary aptitude in interfacing with all kinds of clients in varied settings. Experienced negotiator, presenter, and businessperson with outstanding skills in administering and directing various projects and responsibilities toward comple tion within budget and time constraints. Creative thinker with solid leadership , problem resolution, relationship management, and motivational abilities to fac ilitate attainment of strategic goals and bottom-line objectives. Comfortable at working collaboratively with associates based on familiarity, professionalism, and veracity, combined with verified expertise in establishing effective and pro ductive working relationships. Demonstrate working knowledge in Microsoft Office programs (Word and PowerPoint). Finished Strength Finders resulting in Includer, Responsibility, Developer, Connectedness, and Empathy as the top characteristics. Constantly explore opportunities to further enrich cust omer loyalty and boost revenues.

NOTABLE ACCOMPLISHMENTS Successfully exceeded all quotas with American Express, with an average rate of 140% of goal from 2002 to 2009. Implemented sales strategies with catering services, parking ramps, and local airports in 2008. This was the result of the RNC Convention being held in St. Paul, Minnesota, and the need for increased acceptance of American Express. Implemented a pilot program for the healthcare industry in 2005 as an ou tcome of the issuance of the new HSA Card of American Express. Received the prestigious Masters Hall of Fame by exceeding goals by 200% in 2002 and 2003.

CAREER WORKPATH

AMERICAN EXPRESS ~ NEW YORK, NY Manager of Business Development – Delta ~ May 2009-Nov 2009 Administered and monitored an active pipeline of 150 prospects in Sales Force On line. Cold called daily new prospects in Southwest Minnesota area. Tasked to inc rease the American Express Delta SkyMiles Card coverage which was new to Minneso ta as a result of the Northwest and Delta merge. Proficiently closed 48 new accounts during the first six months of tenur e with the new territory for American Express. Introduced American Express Accep tance to Southwest Minnesota due to the prior WorldPerk Miles program with Visa. Sold the American Express merchant processing to small businesses locate d in Southwestern Minnesota. This would increase the company’s coverage while compet ing with Visa/MC. At the same time, we wanted to acquire the loyalty of previous Visa WorldPerk customers, which that program no longer existed. AMERICAN EXPRESS ~ MIDWEST MARKET Manager of Business Development – District ~ Feb 2001-Apr 2009 Continuously managed 179 to 250 prospects through the effective execution of pip eline management and Sales Force Online. Charged to sign “hold out†accounts that were not able to be signed by other sales channels. Targeted businesses worth $250K t o $5M in American Express charge volume. Presented five (5) presentations to cl ients on a weekly basis, with a goal of scheduling five (5) first-time appointme nts, cold calling, and direct interaction. Utilized and managed marketing progra ms to create a sense of urgency to gain early commitment in the sales cycle. Ser ved as the key resource to peers on team calls and one-on-one interactions. Renowned for promoting the largest number of marketing programs to new c ustomers in the Central Region in 2007. Exceeded annual sales goals by an average rate of 140% since 2002. Successfully closed tough “hold-out†accounts, including Tea House, Broders Rest aurant, Carpet King, City of Lakeville, Yetzer Furniture, The Wedge, Valley Pool s, and USA Baby through working specific sales strategies to render support to A merican Express Value Proposition. Continuously established and maintained strong relationships with gate k eepers. Proactively participated in the execution of the “employee re-engagement tea m†for the Central Region in 2009; designed and developed action items that could be implemented with minimal costs. Played a vital role in supporting various trade shows and network meetin gs in partnership with Client Management. For example: Minnesota Hospitality, Am erican Dental Association, and Chambers of Commerce. Major sponsor in the introduction of the Ivy Awards to the Twin Cities i n support of our theatres. American Express initial commitment to Ivy Awards has allowed the continuation of this well-received annual event. US BANK ~ MINNEAPOLIS, MN Relationship Manager ~ 1999-2001 Managed a portfolio of “top accounts†with US Bank’s largest Visa/MC customers. Worked ly with 30 large businesses with Visa/MC volumes of $10M to $75M worth. Assumed and handled all responsibilities for all contract negotiations, rate reviews, c ustomer acquisitions, and marketing. Presented and promoted new products and tec hnology to customers with a high level of customer service vital in maintaining customer retention and profitability. Monitored businesses to ensure compliance to all Visa/MC Rules & Regulations as well as bank policies. Effectively managed a portfolio comprised of 30 large customers in Merch

ant Payment Systems. Strengthen customer relationships through new products and education to assure that each customer is receiving the best rate in all Visa/MC categories. This saved substantial dollars for these large accounts as training their staff is critical. Regional Account Representative ~ 1997-1999 Spearheaded US Bank branches and taught bankers how to identify and prospect for potential leads for new merchant services and referrals generation. Organized a nd conducted various branch meetings with branch and district managers to reinfo rce proposed program. Successfully sold merchant services to US Bank customers and purchase ca rd vendors, including government agencies that led to the recognition of the #1 sales position in 1998 & 1999 within the Eastern Region. Facilitated training and developed a new branch referral program that br ought greater merchant referrals and sales. Personal Banker/Business Banker ~ 1991-1996 Developed and handled consumer and small business banking relationships with cli ents through consulting on a wide-range of both traditional and non-traditional financial services. Processed and ensured the proper delivery of company product s to clients. Handled and directed several levels of management positions from b ranch manager in Eagan to convenience banking supervisor and teller manager at t he 1st Southdale bank. Managed 52 tellers, customer service, and three (3) branc hes and provided extensive hiring and training to 14 to 52 people. Monitored ove rall building and security of all three branch facilities, budgets, and staffing . Communicated and interacted with customers to process transactions and create appropriate referrals to other bank areas, including commercial, personal bankin g, and small business banking. Effectively worked with internal and external products in meeting and ex ceeding financial needs of clients; developed and maintained a customer portfoli o which exceeded customers’ expectations and branch goals. Continuously developed new businesses for the bank, which I was licensed to sell non-traditional products such as mutual funds and bonds.

EARLIER CAREER 1ST NATIONAL BANK ~ EDINA, MN Branch Manager | Teller

EDUCATION Attended the University of Minnesota in St. Paul, MN LIBERAL ARTS ~ Normandale Community College ~ Bloomington, MN

PROFESSIONAL AFFILIATIONS LinkedIn – Minnesota | Carver County Communicators – Toastmasters Secretary, Oakparke Townhomes Association | Former Member, Edina Chamber of Comm erce – MN Hospitality

COMMUNITY INVOLVEMENT Volunteer, Special Olympics and Minneapolis Aquatenial Worked for Meals on Wheels, Feed My Starving Children and Cook for Kids Handled various volunteer projects for the “Make a Difference Day†every April Worked for local food shelves in Dallas, Salt Lake City, and Chicago (2001-2005)

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