Summary
Overview
Work History
Education
Skills
Timeline
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Heather O'Brien

Frankfort ,IL

Summary

Methodical Executive Vice President with passion for motivating focused teams toward goal attainment. Known for adhering to high ethical standards and embracing new challenges. Expertise in networking, contracts and negotiations and forecasting. Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.

Overview

12
12
years of professional experience

Work History

Executive Vice President

Surge Staffing
10.2015 - Current
  • Provided direction and leadership for 75+ sales representatives and independent contractors.
  • Surpassed expectations by achieving unprecedented growth in first year of operation by effectively building high performing teams and using analytics to measure achievable results.
  • Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
  • Assembled team of vice president-level leaders to grow business and develop group.
  • Set sound employee health policies in place and worked with HR department to maintain healthy work environment for employees.
  • Formed senior leadership team through rigorous interviews and extensive candidate research.

Customer Service Manager

Republic Bank Of Chicago
12.2013 - 10.2015
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Universal Banker

Charter One Bank
11.2012 - 12.2013
  • Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
  • Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
  • Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.

Customer Service Representative

U.S. Bank
04.2012 - 11.2012
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Bachelor of Science - Healthcare Management

South University
Savannah, GA
05.2013

Skills

  • Operations Oversight
  • Leadership Training
  • Strategic Planning and Execution
  • Capital Spending
  • Process Improvements
  • Logical Thinking Capability
  • Outstanding Management Skills
  • Budget Forecasting
  • Leadership Experience
  • Business Plan Development
  • Partnership Development
  • Innovative
  • Needs Analysis
  • Strategic Planning
  • Customer Care
  • Staff Guidance
  • Account Management
  • Process Improvement
  • Financial Leadership
  • Revenue Growth
  • Sales Strategies
  • Sales Team Development
  • Pipeline Development
  • Strategic Accounts Processes
  • Customer Relationship Management (CRM)
  • New Business Development
  • Market Trend Analysis
  • Customer Service
  • Sales Reporting
  • Sales Targeting

Timeline

Executive Vice President

Surge Staffing
10.2015 - Current

Customer Service Manager

Republic Bank Of Chicago
12.2013 - 10.2015

Universal Banker

Charter One Bank
11.2012 - 12.2013

Customer Service Representative

U.S. Bank
04.2012 - 11.2012

Bachelor of Science - Healthcare Management

South University

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Heather O'Brien