Monica Gardner

About Monica Gardner

20+ years of successful experience in the design, implementation, and management of multi-channel sales and service contact centers and client service support centers; including successful offshore management with a proven record for producing results. Skillfully managed partnership/relationship building with C-Level management personnel at Fortune 100 companies to expand bottom line. Experienced in Project Management and Change Management. Solid experience in all phases of multi-channel management; service positioning, marketing, operations, and execution. Exceptional problem solver, driven to succeed with strong interpersonal and negotiation skills. Able to balance service and sales production with leadership via conceptual thinking and vision. Superb mentor, inspirational leader who inspires employees to maintain peek performance and productivity levels while simultaneously maintaining high moral across the board. Assumes both authoritative and democratic leadership; able to turn vision into reality. Boundless energy, capable of adopting a number of roles simultaneously. A natural entrepreneur, inquisitive and adaptable; embraces change readily. Excellent oral / written communication and presentation skills. Proven success in developing rationales and plans in order to present new opportunities and business as usual guidelines. Excellent understanding and proven success in the standards and management utilized in the eCommerce channel.

Experience

1. Senior Vice President Treasury Management Technical Services

   First Horizon Bank

   Mar 2015 — Present

   Responsible for leading the customer support efforts for complex and technical based treasury management products. Provide leadership, vision and oversight for the design and implementation of a relationship focused customer support model that is aligned to the markets and the needs of the clients. Developed policies and procedures required to ensure customer service is delivered consistently while protecting the bank from unnecessary risk and regulatory noncompliance. Coach and mentor staff to deliver on the client experience and improve client satisfaction. Leverage existing and/or invest in technology to automate processes, manage risk and monitor customer requests, trends and behaviors to identify process improvements, product enhancements and cross sell opportunities. Coordinate with cross-functional resources to ensure consistent, effective client solutions and quality service delivery and support.

Education

• University of Alabama at Birmingham

  Bachelor of Business Administration - BBA, Business Administration and Management, General

• Lean Six Sigma White Belt Certification

  Certification

Skills

• Program Management
• Vendor Management
• Business Process Improvement
• Leadership
• Strategy
• E-Commerce
• Visio
• Integration
• Process Improvement
• Insurance
• Sdlc
• Management
• Team Building
• Banking
• Strategic Planning
• Business Analysis
• Project Management
• Crm