Mark M. Lussier
Worcester,MA
Summary
Versatile and award-winning executive with expertise in all facets of customer experience management, executive direction, financial management, operational leadership, change implementation, and comprehensive talent management. Proven record of building and championing high-performance, cross-functional teams. Well-versed in regulatory compliance, revenue generation, growth positioning, and issue resolution. Keen ability to execute strategic plans and foster relationships with partners, clients, and stakeholders. Articulate communicator and driven leader on multiple committees and Boards.
Overview
17
17
years of professional experience
Work History
Vice President – Retail Sales Manager
Cornerstone Bank
01.2022 - Current
- During tenure with Cornerstone Bank increased deposit base by $100MM an increase of 8% in a challenging rate environment
- Consulting with ALCO team and executive management set deposit interest rate strategy keeping cost of funds at or below peer group banks
- Provide sales coaching and support for all retail branch staff
- Equipping the teams to be financial consultants for our customers
- Designed and administered incentive plan for branch and contact center teams, focusing on profitability, deposit and loan growth
- Designed and executed vision for branch grand opening activities for two new branches
- Partnered with various functional areas to improve efficiency and modernize bank processes resulting in efficiency gains of over $250,000
- Reviewed and prepared annual budgets for all branches in partnership with finance team
- Coordinated all filings for new branch openings with the Federal Reserve and MA Division of Banks
- Developed CRM strategy and coached for consistency, increasing CRM use to 100% of retail staff
- Executed calling program to connect with customers who do not frequent the branches
- Resulted in retention of maturing deposits by over 95%
Senior Manager, Chairman’s Services
TD BANK, NA
01.2018 - 01.2022
- Principal strategist and leader of complaint management
- Led a team in resolving customer escalations and complaints in an accurate and timely manner
- Sourced and tracked complaints in accordance to regulatory compliance standards
- Final authority on complaint responses to regulators
- Served on 4 project committees dedicated to operational innovation and transformation to enhance the customer experience across all customer contact channels
- Subject Matter Expert (SME) and advisor on complaint resolution spanning wide range of bank functions
- Facilitated training for complaint tracking across the bank
Contact Center Group Manager
TD BANK, NA
01.2016 - 01.2018
- Daily operational overseer of the customer experience for Cross Border Banking and Loan Servicing
- Engaged with business partners to advance seamless processes for cross border customers
- Motivated and managed 2 groups of 55 cross-functional staff across 2 locations initially, with an additional stretch assignment for 3 sites and 120 specialists
- Spearheaded a major transformation directive for the training and licensure of over 100 agents yielding funded volumes of $90M+ in one year in the home lending product and referrals segment
- Mentored 6 employees across different roles and tenure
- Positioned 4 staff for Team Management promotions
- Boosted customer commitment time from 75% to 92%
- Quarterly LOE winner for performance consistency across all KPIs and metrics
Store Manager II
TD BANK, NA
01.2009 - 01.2016
- Selected to launch location and build team from scratch
- Generated $46M in deposits while establishing visibility and reach within the community
- Secured community partnerships and cultivated industry alliances
- Onboarded, trained, and mentored 14 new hires
- Defined job positions, processes, and service standards
- Conceptualized new ideas and pitched initiatives to C-Level executives
- Originated and optimized a portfolio of Small Business Loans with clients worth up to $10MM
- Awarded Top Store Manager in Massachusetts and Rhode Island (2011 and 2015)
Assistant Store Manager
TD BANK, NA
01.2008 - 01.2009
Education
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Business
University of Phoenix
Master’s in Business Administration - Leadership
Southern New Hampshire University
08.2025
Skills
- Executive & Financial Leadership
- Contact Center/Calling Management
- Client & Stakeholder Relations
- Revenue Generation & Growth
- Operational & Change Management
- Talent Development & Retention
- Committee & Board Leadership
- Financial Services / Products / Solutions
Timeline
Vice President – Retail Sales Manager
Cornerstone Bank
01.2022 - Current
Senior Manager, Chairman’s Services
TD BANK, NA
01.2018 - 01.2022
Contact Center Group Manager
TD BANK, NA
01.2016 - 01.2018
Store Manager II
TD BANK, NA
01.2009 - 01.2016
Assistant Store Manager
TD BANK, NA
01.2008 - 01.2009
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Business
University of Phoenix
Master’s in Business Administration - Leadership
Southern New Hampshire University