Martha Miller
Valparaiso,FL
Summary
Retail professional with extensive experience in managing a diversified workforce to exceed objectives. Known for strong focus on team collaboration and enhancing customer experience, amidst changing retail environment. Possesses expertise in mentoring, business development, marketing, and product training. Reputation for reliability and adaptability with swift capacity to learn and apply new skills. Strong background in managing projects thru an ability to challenge and change the status quo.
Overview
36
36
years of professional experience
Work History
Regional Retail Sales Manager
Synovus Financial Corp
South West Georgia And Florida Panhandle
09.2014 - 12.2023
- Effective Leadership and Coaching helping others to be successful, accountable and engaged in their work
- Evaluated the effectiveness of the branch office system and individual branches by analyzing activity statistics, profitability reports and customer service surveys
- Partnered with other executive members of the management team and members of other lines of business to accomplish shared objectives
- Drove high performance by developing, implementing, and communicating the strategic perspective
- Skillfully managed change and lead team in a consistently challenging, change-filled environment
- Ensured a consistent delivery of an exceptional customer experience encompassing all delivery channels (in person, phone, digital and virtual)
- Managed risk by ensuring sound and efficient management of operations
- Managed expenses while identifying and pursuing opportunities to grow business operations and boost profits
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
- Analyzed sales data and trends to identify areas for improvement in both individual and team performance, leading to increased revenue
- Spearheaded company wide special projects related to branch office transformation, dress code reference guide and a customer service training program to improve net promoter scores.
- Managed a company wide high impact innovation competition designed to empower Branch Managers to think differently and creatively on ways to improve the customer experience.
Market President
Coastal Bank and Trust Company
Okaloosa County, Florida
10.2008 - 08.2014
- Provide leadership, broad direction, and activity guidance to ensure profitability, fair treatment, employee growth and development and effective community relations
- Maintain or improve # 2 FDIC market share by developing and implementing targeted marketing strategies
- Cultivate a high-performing workforce by attracting, recruiting, and retaining top talent within the market through competitive compensation packages and robust career development opportunities
- Communicate clear vision
- Ensure regulatory compliance across multiple jurisdictions through collaboration with legal advisors staying abreast of current legislation changes affecting the industry
- Established strong working relationships with key clients through effective account management practices that prioritized clear communication and timely resolution of issues
- Aggressively managed expenses through rigorous evaluation of all areas of the bank
- Actively participated in high profile activities that elevated the banks' community stature and visibility
- Delivered monthly presentations to Board of Directors on market progress and activities
- Led a team of bankers from across the company to reduce corporate complexity and vetted ideas to reduce expenses in order to invest the savings into revenue growth
Senior Group Executive Officer
Vanguard Bank and Trust Company
Okaloosa County, FL
01.1998 - 10.2008
- Primary responsibility of human resource functions to include developing, recommending, implementing programs for staff training. Championed employee development programs, enhancing skillsets and promoting a culture of continuous learning
- Managed donation and sponsorship budgets and resources effectively, ensuring optimal allocation for maximum impact on organizations throughout Okaloosa and Walton County
- Spearheaded marketing campaigns that generated significant brand visibility and new customer acquisition opportunities
- Evaluated competitors' products and services to gain competitive advantage
- Developed and delivered high-quality training programs focused on enhancing employee skill sets with systems, products, customer service and professional development
- Improved team morale and performance with consistent feedback and recognition of achievements
- Responsible for coordinating the development of advanced arrangements and procedures to ensure the organization can respond to a disaster
- Responsibility for directing and participating in community engagement activities to increase company visibility within the community
Director of Marketing
Vanguard Bank And Trust Company
Okaloosa And Walton County
12.1993 - 12.1997
- Participated in the development of the brand, marketing, and communication strategy for the bank
- Trained employees on product knowledge and sales strategies
- Represented the company in a wide variety of civic, community and networking functions to further enhance the bank's image and develop additional business
- Coordinated marketing activities for the bank related to the following: branch merchandising/collateral; customer communications; ad placement; website advertising; direct mail campaigns; marketing compliance; and public relations
- Managed sales support for bank employees including communications, lead distribution, printed sales materials, and coordinating trade show events
- Organized and executed all aspects of robust, creative customer events. Implemented activities related to the bank's sponsorships
- Planned and executed internal and eternal employee recognition events, awards programs, retirements, and non profit employee fund raising
- Participated in establishing and communicating long range organizational vision, mission, and strategy
- Regularly presented marketing insights and recommendations to executive leadership, ensuring alignment with overall business objectives
- Negotiated favorable contracts with vendors and agencies, reducing costs while maintaining high-quality results
- Managed marketing budget for maximum ROI
- Generated sponsorships with related and partnering entities to enhance marketing objectives
- Wrote and distributed press releases to increase brand visibility
- Directed the functions of public relations, advertising and business development and integrated them to achieve a unified approach
Bank Branch Leadership Positions
Vanguard Bank and Trust Company
Niceville, Florida
09.1987 - 11.1993
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth as a Branch Operations Officer and Branch Manager
- Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch
- Examined customer loan applications for loan approvals and denials
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and consistently coaching employees
Education
Stonier Graduate School of Banking - Graduate-level Banking
University of Pennsylvania
Philadelphia, PA08-2010
Skills
Team Engagement
Mentoring and Coaching
Adaptability
Project Management
Customer Relationship Management
Networking
Decision Making
Conflict Resolution
Emotional Intelligence
Accomplishments
- Spearheaded multiple company wide projects including streamlining product line, customer service training to increase net promoter scores, and the transformation of the retail office appearance
- Led a team of bankers from across the company to reduce corporate complexity and vetted ideas to reduce expenses in order to invest the savings into revenue growth
- Selected to serve on Synovus Diversity and Inclusion Committee
- Achieved Best in Company results in 2022 for customer digital acceptance
- Achieved Best in Company results in 2023 for deposit growth
Timeline
Regional Retail Sales Manager
Synovus Financial Corp
09.2014 - 12.2023
Market President
Coastal Bank and Trust Company
10.2008 - 08.2014
Senior Group Executive Officer
Vanguard Bank and Trust Company
01.1998 - 10.2008
Director of Marketing
Vanguard Bank And Trust Company
12.1993 - 12.1997
Bank Branch Leadership Positions
Vanguard Bank and Trust Company
09.1987 - 11.1993
Stonier Graduate School of Banking - Graduate-level Banking
University of Pennsylvania