Carmen Carrozza

Carmen J. Carrozza

Retail Market Manager

Highly accomplished and results-driven retail sales leader with 15+ years experience in branch, district & regional sales and customer centric management. Highly acute at increasing sales and profitability, providing effective coaching and training to sales/service teams, developing a strong sales force, strategic planning & program execution, retail marketing & merchandising, monitoring operations & sound financial  analysis & budgeting.

Carrozza Associates, Inc.-President                                                           6/08-Present

·      Business, Life and Career Coaching.

·      Radio Host of Forward Motion, at RockStarRadioNetwork

·      Previously heard on 1490 WGCH, Greenwich, CT

PROFESSIONAL EXPERIENCE

HSBC BANK – Bronx/Westchester, NY                                                         10/05– 09/07   

District Executive                    

·         Led a new district of 16 retail branches in the Bronx and Southern Westchester.  Accountable for all small business, mass market and investment sales, along with customer satisfaction, audits and operations, recruiting, P&L and performance management.

·         Developed strategic sales metric analysis and structured sales plan, used bank-wide to stimulate daily sales results.  Increased overall sales results by 20% year over year. 

·         Consistently led branches to exceed production goals; one of two districts (26 districts) to reach all sales goals in 2006 small business sales campaign.

·         Recruited and developed 15 key new team players that became solid producers: Branch Managers, Small Business Relationship Managers and Investment Licensed Bankers.

·         Provided enhanced training and coaching to improve sales culture. Training included: customer service excellence, strengthening product knowledge, and effective professional sales processes.  Increased customer satisfaction score by 17% in first six months.

BANK OF AMERICA − New York, NY                                                       4/04-9/05

(Formerly NatWest and Fleet Bank)

Consumer Market Manager - Westchester/Southern Fairfield (2005)

Consumer Market Manager - New York City (2004-2005)

Leadership with team of three for 51 retail branches, accountable for all small business and consumer sales, customer satisfaction, recruiting and operations.   

·         NYC region led entire footprint in investment and small business sales for all four quarters of 2004.

·         Increased sales and profitability by formulating branch and individual activity plans to be executed by all sales team members.     

·         Individual responsibility for the overall performance, training and development of retail small business team to ensure key strategic measures were met, including revenue, loan and product sales, while consistently attaining high customer satisfaction scores.  

·         Initiated product training of new Bank of America products, inclusive of retail lending, deposit and savings alternatives and online banking.

·         Directed weekly strategy meetings with small business, investment, and other related groups to support internal partnership and maximize cross-sell effort with the retail sector 

·         Managed four denovo branches from inception through project completion in New York City.  Each branch exceeded initial deposit and revenue goals.  

District Manager – Brooklyn, Queens, Bronx, New York                                  1/02-4/04

·         Directed all aspects of 18 retail business branches that included sales and service leadership, recruitment and hiring of management and key personnel, training and development, P&L accountability, operations, performance management, and community relations.

·         Exceeded all production goals in 2003, including deposit, lending and service products.

·         Created strong internal partnership strategies that included weekly communication and joint branch visits, implemented regionally.

·         Managed all retail segments, conducted continuous field visits, and led weekly and monthly conference calls and team meetings.

·         Assured all branches attained passing grades in audit reviews through structured plan organized with my operations team and branch managers.   

·         Effectively coached Fleet Bank team through merger with Bank of America.

Vice President & Branch Manager – Manhattan, New York                 1/00-12/01

·         Exceeded all revenue, lending and production goals through intense retention and acquisition strategy

·         Managed and developed sales plan for 25 licensed insurance & investment staff and 20 small business specialists for district.

·         Performed Acting District Manager functions for 21 branch district and oversaw all training and development for the entire team that included 270 employees.  Managed both business and investment sales teams.

NatWest/Fleet- Branch Manager                                                                   1989-12/99

·         Achieved "Top Performer Recognition" four consecutive years for exceeding sales revenue and service performance measures from 1997 to 2000.

·         Increased total deposits in White Plains Branch by over 20% in 1998.

·         During tenure in Chappaqua Branch from 1994 to 1997, increased business lending outstandings by over 120%.

·         As Chappaqua Branch Manager, led Westchester District in investment sales revenue for three years in a row.

·         Supervised small business and retail investment teams in entire Westchester District.

·         Represented district on bank wide community grants and sponsorship committee.