Mary Rapach
Olyphant,PA
Summary
Dynamic leader with extensive background in managing member experiences and overseeing operations. Recognized for developing and executing innovative strategies that elevate member satisfaction and contribute to revenue increases. Proficient in utilizing data analytics to support strategic decision-making and optimize team effectiveness.
Overview
22
22
years of professional experience
Work History
VP of Member Experience
NET Credit Union
Scranton, PA
03.2021 - Current
- Oversaw operations for branch, contact center, and training departments, ensuring alignment with member experience goals.
- Utilized voice of the member survey feedback to establish a high-performing member experience team with 98% satisfaction and net promoter score of 86.
- Designed multi-channel contact center to streamline communications into a single entry point, improving member accessibility.
- Implemented outbound contact initiative that saved members over $700,000 in interest payments while achieving 20% loan growth.
- Developed proactive response program, leading to 10% deposit growth and 5% membership increase.
- Created training program with employee career mapping to enhance development opportunities and improve team capability.
- Reduced frontline full-time equivalent count by 10% through efficiency enhancements and empowerment initiatives.
- Oversaw facilities operations, including maintenance supply management and vendor relations.
Account Supervisor
Telerx
Wilkes-Barre, PA
03.2014 - 06.2025
- Led multiple teams for Nestlé Purina Pet Care, ensuring agents and peer leaders met KPIs consistently.
- Oversaw data analytics for client group, driving insights to inform decision-making.
- Managed remote and hybrid French-language agent group, including international and domestic representatives.
- Directed proactive VOC response team, utilizing survey data to improve consumer engagement strategies.
- Addressed escalated concerns from customers, team members, and NPPC leadership, ensuring resolutions aligned with company standards.
- Mentored new leaders by developing coaching and action plans for professional growth.
- Oversaw staffing and coverage of internal and external agents during high-volume events.
Operations Supervisor
FNCB Bank
Dunmore, PA
02.2017 - 03.2021
- Directed all member-facing and back-office activities for Contact Center, Check Processing, and ATM operations.
- Managed implementation of online account opening and ATM fleet upgrades, improving customer access to banking services.
- Oversaw upgrade of contact center software, telecom systems, and digital chat deployment, streamlining communication channels.
- Led deposit and branch teams during a seamless core system upgrade.
- Developed coaching materials and job aids for Frontline and Back Office teams, enhancing operational knowledge and performance.
- Addressed disputes within the Federal Reserve network within the Federal Reserve network efficiently.
HR Director
Clem-Mar House, Inc.
Kingston, PA
01.2011 - 11.2013
- Oversaw all personnel and non-clinical operations for nonprofit drug and alcohol halfway house facilities.
- Coordinated clinical director, house management, and residential team members to enhance operational performance.
- Achieved reduction in attrition unemployment costs from $26,000 to $1,200 quarterly within 12 months.
- Lowered corporate insurance costs by 19% through innovative employee coverage supplements.
- Achieved 26% increase in employee career development despite limited leadership opportunities.
- Secured full state licensure for female facility within one year.
- Transformed male facility from quarterly complaint investigations to flawless licensure inspections in six months.
- Developed service-oriented house management by training non-clinical staff in client treatment.
Officer; CS&S Team Manager
Bank of America
Scranton, PA
08.2004 - 01.2011
- Coached and mentored peers during major business transitions, enhancing adaptability and team cohesion through mergers and upgrades.
- Trained team members to transition from service-only model to service-to-sales model, improving sales integration.
- Increased high-risk team incentive success rate from 16% to 82% within 30 days.
- Achieved 86.9% associate retention rate and 72% promotion rate, fostering employee growth.
- Delivered results exceeding 115% of targets for customer, associate, and shareholder metrics, driving overall business success.
- Led on-the-job training programs for new hires and remedial learning, including coaches and managers.
- Collaborated with leadership, HR, training, and recruiting teams to organize coursework attendance and curriculum.
- Recognized with multiple Spirit Celebration and quarterly awards of excellence as a top performer bank-wide.
Education
Theatre, Communications
Marymount Manhattan College
New York, NYHuman Services
LCCC
Nanticoke, PAAutodidacticism
Skills
- Customer experience
- Data analytics proficiency
- Operations oversight
- Project management
- Training development
- Performance optimization
- Multi-channel communication
- Feedback analysis
- Strategic planning
- Team building
- Client relations
- Effective communication
Community Involvement
Scranton Improv & Comedy: Program Director/Comedy Lead (2019-present) - This role includes managing, directing and producing comedy productions for both Stand Up and Improv comedy as well as teaching coursework in stand-up and storytelling.
Board Chair, The Ritz Foundation (2021-2023) - This role included overseeing all aspects of event-based fundraising for a scholarship program designed to provide a comprehensive Arts Education.
Dress for Success "Women Making an Impact" Award Winner, 2022
Co-Chair, Queer NEPA (2018-2020) - This role included partnering with committee heads, community members and local leaders to promote, manage, and organize the daily activities of the organization.
Stand-Up Comedy for a Cause - As a performer, I have had the opportunity to raise thousands of dollars over the last 6 years for the following organizations: Meals on Wheels, NAMI Northeast, Dress for Success, Scranton FRINGE, The Ritz Foundation Scholarship Fund, NEPA Youth Center, Act Out Theatre Group, and more.
Timeline
VP of Member Experience
NET Credit Union
03.2021 - Current
Operations Supervisor
FNCB Bank
02.2017 - 03.2021
Account Supervisor
Telerx
03.2014 - 06.2025
HR Director
Clem-Mar House, Inc.
01.2011 - 11.2013
Officer; CS&S Team Manager
Bank of America
08.2004 - 01.2011
Theatre, Communications
Marymount Manhattan College
Human Services
LCCC
Autodidacticism