SCOTT ROGAN-LEVINE 2829 Franklin Ave E # N3 Seattle, WA 98102 (206) 335-7268 Cellular RELEVANT ACCOMPLISHMENTS LEADER • Coached hundreds of staff over the years in career compliance, customer service, and finance • Maintained a portfolio of various

5/2005 - 8/2008

KeyBank

Manager

• Functional areas of accountability span to daily branch operations leader, implement effective solutions, team building and leadership, interview and discipline staff, coach, budget requirements, customer service, relationship management, cost reduction and improvement. Provide ongoing mentoring to staff in the areas of both personal growth and continuing education. Provide leadership and framework to actively identify clients’ needs and resolve issues. Develop and cultivate long –term business and consumer relationships, ensuring high retention success and service as an interface within the local community. Develop and deepen customer relationship. Network with various centers of influence to attract new business.

1/1987 - 5/2005

Bank of America

Manager

• Customer Service Manager & Call Center Manager Bank of America, Seattle, WA 1987 - 2005 Complete responsibility for the operations and personnel of banking centers. Operations responsibilities included tailoring policies and procedures to specific geographic regions while delivering the highest level of service to a diverse range of customers. Developed and implemented strategies to increase enterprise profitability. Coordinated all aspects of facilities maintenance. Personnel responsibilities included training, development, and coaching, counseling and corrective action for entire staff. Also included were ongoing training in product knowledge, services and sales, as well as notification of all policy and procedural changes. Other aspects included representation of the Bank in community projects and planning committees. Provided coaching when necessary. Provided ongoing training in product knowledge and services as well as delivering policy and procedural changes. High volume call center production environment working within performance metrics. Northwest Training and Development Officer Bank of America, Seattle, WA 1987-2005 Refined training program for new associates as well as seasoned customer service managers. Deliver training to classes over periods ranging from one day to two weeks. Course coverage includes delivering corporate and industry orientation, developing customer service standards, and use of corporate tools and in-house computer network. Courses delivered to an audience in Washington, Oregon and Idaho. Redeveloped and delivered a course for Customer Service Managers, based on end-user requirements, on how to use existing staffing in a more customer-focused manner.

1981

High School/GED Degree

Meadowdale Sr. High

• General