Pamela Rhoads

VP Marketing and Customer Relationship Management @First Reliance Bank

Florence, SC, US

High focus on customer experience mapping and differentiated service. 95% of customers say they are satisfied with service; Refer A Friend program: 83% customers say they would refer family or friends to First Reliance Program Development increase household profit by increasing customer relationships, increased annual product profit from $2 million to $7 million within four years. Unique programs, Hometown Heroes, a thank you program targeting “hero segments”. The program grew no cost/low cost deposits to over $20 million within two and a half years. The second program targeted the unbanked and under-banked Four additional programs launched November 2011, Mom’s program, iMatter Program targeting millennials, BetterPerks@Work bundled products and services for employers to include as benefits to their employees, and a general program called the BetterLife Program 4-yr average deposit growth was 12%. Brand development to provide clarity of purpose, vision, customer value proposition, customer experience brand tone, and graphic elements. Implemented brand in 2011 including a published culture book and brand guide. Responsible for CRM systems, customer segmentation and analysis. Direct communications including social media channels, content management, digital marketing, SEO, and web site. Responsible for events which included opening of three new branches. Each grand opening increased deposits by over $2MM within 90 days of opening and added over 200 new customers within that same time frame. Responsible for product development and profitability. Introduced four new checking products and multiple savings products. Grew credit card customers by 40% within two years.

PennWest Edinboro

BFA and Bachelor of Science, Fine Arts and Art Education