Merrick Marriott
Independence,KY
Summary
Accomplished leader with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
9
9
years of professional experience
Work History
VP, Senior Manager
CITI
04.2021 - Current
- Responsible for managing 6-10 Senior Supervisors and a staff of 100-200 Customer Care Professionals
- Directed all service for the Cobranded customer service group supporting Costco and American Airlines credit card customers
- Meet and/or exceed metric expectations set by the firm and the brand client (Costco/American Airlines)
- Develop Officers/AVP's to progress in their leadership skills and operation management capabilities
- Spearheaded organizational restructuring initiatives to ensure business continuity
AVP, Direct Lending Credit Manager
FIFTH THIRD BANK
01.2020 - 03.2021
- Manage the Central Regional Credit Center for Fifth Third Bank
- Consisting of two teams which process and decision the direct equity products the bank offers
- This includes easy home refinance, home equity lines of credit, and home equity loans.
Officer, Consumer Contact Center New Hire Manager
FIFTH THIRD BANK
01.2019 - 01.2020
- Manage the training process for new hires from multiple departments including customer service, service to solutions, CARE, and escalations
- Main contact for recruiting and onboarding for all contact center employees
- Partnered with cross site leadership equivalents and learning facilitators to create the best onboarding experience possible for new employees.
Customer Service Supervisor
FIFTH THIRD BANK
01.2018 - 01.2019
- Manage and develop up to twenty customer service professionals
- Ensuring their productivity and professional growth to achieve continued success with Fifth Third Bank.
Consumer Loan Advisor
FIFTH THIRD BANK
02.2017 - 01.2018
- Assisted customers in loan origination and financial advising
- Working as a part of a team of individuals within the retail direct sales department.
Senior Territory Manager
NEW HAVEN PHARMACEUTICALS
12.2016 - 01.2017
- Hired as part of this pharmaceutical company's first sales force to launch Lazar (prescription-only, once-daily extended release aspirin) in Kentucky
- Took on role as a senior lead due to previous launch experience.
Territory Manager (Pharmaceutical Sales Representative)
ARBOR PHARMACEUTICALS
11.2014 - 12.2015
- Launched products Zenzedi and Evekeo across the state of Arkansas to health physicians and psychiatrist.
Education
B.A. in Emergency Management (Homeland Security) -
EASTERN KENTUCKY UNIVERSITY
Richmond, KY05.2013
Skills
- Business Development
- Operations Management
- Process Improvement
- Risk Management
- Client Relationship Building
- Staff Development
- Forecasting
- Team Leadership
- Performance metrics analysis
- Critical Thinking
Awards
- CITI - Leadership Excellence Award (2022)
- Fifth Third Bank - Horizon Award (02/2019)
- Fifth Third Bank - North Star Award (06/2019)
- Fifth Third Bank - Q4 Top Production Team Manager (12/2018)
- Fifth Third Bank - Q3 Top Production Team Manager (09/2018)
- Fifth Third Bank - Q2 Top Production Team Manager (06/2018)
Timeline
VP, Senior Manager
CITI
04.2021 - Current
AVP, Direct Lending Credit Manager
FIFTH THIRD BANK
01.2020 - 03.2021
Officer, Consumer Contact Center New Hire Manager
FIFTH THIRD BANK
01.2019 - 01.2020
Customer Service Supervisor
FIFTH THIRD BANK
01.2018 - 01.2019
Consumer Loan Advisor
FIFTH THIRD BANK
02.2017 - 01.2018
Senior Territory Manager
NEW HAVEN PHARMACEUTICALS
12.2016 - 01.2017
Territory Manager (Pharmaceutical Sales Representative)
ARBOR PHARMACEUTICALS
11.2014 - 12.2015
B.A. in Emergency Management (Homeland Security) -
EASTERN KENTUCKY UNIVERSITY