Liz Chacon
Haverhill,MA
Summary
Senior Leader, Client Service Team Leader
Highly motivated leader spearheading cross functional teams to increase customer experience through process improvement. Committed to motivating, inspiring, coaching and developing team to achieve full potential. Possess a strong ability to identify and facilitate action-driven plans to support corporate growth and objectives. Supports company different initiatives and possess an excellent approach to solving problems and developing business. I am seeking to grow into a role where I can leverage my experience to motivate and inspire teams to achieve full their potential. I believe my strengths, experience and work with the community can influence the Colleagues, Customers and Shareholders.
Overview
22
22
years of professional experience
Work History
Client Service Team Leader
Fidelity Investments
Merrimack, NH
09.2022 - Current
- Deliver a consistent execution against more complex or challenging standards for KPIs
- Lead team to deliver to KPI's
- Observe, coach, and provide encouragement and feedback regularly to team
- Support Associate speed to proficiency through effective coaching
- Communicate expectations to the team with vision and purpose
- Fosters an inclusive culture & positive associate experience; places a high degree of emphasis on personal and team accountability
- Practices situational leadership and demonstrates self-awareness
- Serve as a peer leader and coach to less experienced leaders; collaborate with others to drive best outcomes for the organization
- Connecting intentionally with team and building a strong team culture through Human leadership
- Client Success Work Stream Leader responsible for alignment among Floor leaders of key initiatives
- Client Service Floor calibration leader responsible for Calibrating the Floor Leaders to Core path through weekly calibration and working with other sites nationally to make Merrimack a Promoter.
VP Market Manager
Salem Five Bank
Woburn, MA
09.2020 - 09.2022
- Establish goals and consistently communicate progress to sales team
- Grow and develop small business banking opportunities as defined through sales strategy and networking
- Demonstrate effective leadership skills to ensure maximum productivity and employee development
- Lead team to achieve goals through implementation of the sales process to include prospecting, scripting, profiling, onboarding, follow-up and telemarketing
- Utilize effective sales leadership techniques to establish and foster a sales culture within each store
- Participated in key corporate initiatives that paved the way for best-in-class initiatives
- Recruit Top talent, build bench and train colleagues
- Helped create and implement Sales strategies that were implemented across footprint.
Tier 1 Branch Manager
Citizens Bank
Lexington, MA
12.2019 - 09.2020
- Develop, implement and maintain a business plan for the branch that would deliver strong results
- Coached and developed team to desired behaviors to drive results
- Maintain strong partnership with partners through consistent practices
- Lead the region in process management through consistency and embraced change to deliver on key initiatives
- Participated in key corporate initiatives that paved the way for best-in-class initiatives
- Led group of 15 colleagues working together with Girl Scouts across footprint
- Participated in new corporate Checkup initiate that will be rolled out to entire footprint
- Regional hiring pipeline scout
- Work with Recruiter and RM to source, interview and hire top talent.
Tier 1 Branch Manager
Davis Square
Somerville, MA
09.2015 - 12.2019
- Develop, implement and maintain a business plan for the branch
- Lead the branch to year over year growth Branch consistently performed in top performance tier
- Grew Deposits, Investments, Lending, Business and Households
- Grew branch from Tier 2 to Tier1
- Lead branch through continued growth with CES and leads the region in CES and NPS
- Retain top talent
- Branch had lowest turnover in region 3 year straight
- Recruited 8 Branch Managers for Market
- Built and foster strong partnerships by having regular NEXUS and COI’s
- Lead the region in process management though effective coaching and leadership
- Strong operational effectiveness with high Green Audit
- Trained and developed New Branch Manager for the Region
- Have help promote Premier Advisor, Financial Advisor and Small Business Banker
- Region mentor by working with underperforming teams to improve performance
- Oversaw Region during Paternity leave
- Lead regional meetings and weekly conference calls
- Develop and lead Community strategy by working with local Non-profits, Chamber of Commerce and City Economic development office.
Top 25 Sales Manager
Express
Greater Boston
06.2013 - 08.2015
- Led store team to implement systems that would contribute to stores bottom line, improve customer experience and reduce shrink
- Partnered with DM in underperforming stores and was able to create and follow through with strategic business plan to increase store profitability
- Consistently delivered top sales results
- Worked in 4 different locations, improve store results and lead change
- Managed team of 100 colleagues and 8 managers
- Promoted 6 managers
- 3-time Apex Attendee and Center of Excellence Manager
- Lead Co-Manager Aspire Program and member of the Leadership Development Program.
Owner and CEO
Metro Realty
Medellin, Colombia
09.2008 - 06.2013
- Owned and operated real-estate company in Medellin Colombia specialized in selling real estate.
Top 100 Store Sales Manager
Express
Greater Boston
06.2002 - 08.2008
- Lead Sales leadership team to deliver a compelling customer experience in store to drive top line sales
- Consistently had stores performing in top third of company, reduced shrink and increases stores profitability
- Led team of 50 employees and 6 managers.
Education
Business Administration -
Broward Community College
01.1998
Business Administration -
Bunker Hill Community College
01.1995
Skills
- Customer Focused
- Team Leader
- Sales Driven
- Passionate
- Influencer
- Critical Thinker
- Change Management
- Agile
- Collaborator
- Accountable
- Inspirational
Accomplishments
- Culture Champion 2019
- Chairman’s Credo Award recipient 2019
- Community Advocate Regional Lead- lead team of 15 Community Advocates
- Win BRG Community Lead for Girls Scouts- Lead team of 6 Colleagues from across footprint.
- Prism BRG member
- Citizens Veterans BRG member
- Rising professionals BRG member
- GBOS Leadership Council Member 2019
- GBOS Leadership Council Member 2017
- Spanish speaker
- Volunteer- Junior Achievement, Teach for America, Girls Scouts, Somerville Homeless Coalition, Somerville Community Center
- Retail Team participant in 3 Major corporate initiatives
- Citizens Experiences member
References
Available on request.
Timeline
Client Service Team Leader
Fidelity Investments
09.2022 - Current
VP Market Manager
Salem Five Bank
09.2020 - 09.2022
Tier 1 Branch Manager
Citizens Bank
12.2019 - 09.2020
Tier 1 Branch Manager
Davis Square
09.2015 - 12.2019
Top 25 Sales Manager
Express
06.2013 - 08.2015
Owner and CEO
Metro Realty
09.2008 - 06.2013
Top 100 Store Sales Manager
Express
06.2002 - 08.2008
Business Administration -
Broward Community College
Business Administration -
Bunker Hill Community College
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