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Cheryl L. Kane
Professional Profile
Background Summary
Particular penchant for seeking continuous improvement in procedures, profitability, development of people.
Expertise
Professional Qualifications
Leadership
Lead negotiator for AFL-CIO Union contracts. Created critical Strike Response Plan. - Introduced shared health care costs - Limited step increases - Avoided strikes - Strengthened negotiation positions. Initiated and managed litigation as a third-party Personal Representative for a minor child's wrongful death that resulted in a national precedent-setting settlement of $1.2 million. Served as board of director, officer, and project committee member of fourteen organizations.
Communication
Reviewed all standard bank generated customer communications. Published a set of corporate customer communication standards for a national bank. Represented Chairman and President in addressing unresolved customer complaints. Defined corrective action across business unit lines and oversaw process to completion to achieve customer satisfaction.
Strategic Change
Director of TQM, customer sales and service for 5,500 employees through 19-member executive and staff level committee. We improved customer service quality ratings, produced product and efficiency innovations, increased business unit profitability, and established industry emulated benchmark processes. Selected to lead inter-departmental strategic planning and improvement teams corporate wide: - Employee Incentive Program - Customer Service Training - Commercial Loan Quality Initiated workflow process improvements, in healthcare office. Created inventory control systems, identified human resource proficiencies. Increased patient flow 200%; reduced overhead 33%; introduced cross selling of services. Created 25 proprietary training programs to improve individual and team effectiveness using systematic processes in teamwork, communication, crisis management, leadership, sales, and problem solving.
Commercial Finance
Sought out to manage bank's complex, high-risk commercial loan accounts. Identified and evaluated concealed problems, assessed alternative solutions, and executed plans of action. Stabilized customer relationships while revitalizing accounts, eliminating losses, and improving profitability. Pioneered radical liquidation method for 250 bank-foreclosed oil and gas properties. Assembled assets, initiated media interaction, hosted a public auction. Recovered $3.2 million, 266% higher than expected in a severely depressed market. Process subsequently adopted by other national banks and regulators.
Profitability
Formulated cost saving ideas of $2.9 million in $85 million company-wide re-engineering process. Consistently recognized for outstanding competitive sales, superior customer service, strong commercial loan credit quality. Cultivated a comprehensive knowledge of financial analysis, budgets & forecasting. Achieved superior lifetime customer value: 45% of business from repeat customers; overall 94% customer satisfaction rating of "very effective;" 19% of new business from direct customer referrals. Facilitated changes that supported 56% revenue increase in one year as Treasurer of $1.2 regional non-profit event celebrating Michigan's cultural heritage and family entertainment for 300,000 attendees.
Sales and Customer Service
Introduced total customer relationship management to commercial sales in 1988. Using influence organized and led a team approach to meeting customers' needs in retail, commercial, and trust, services. Created product knowledge and cross selling program for commercial officers. Systematically matched bank products to customer needs. Selected to train and test sales staff across five regional offices.
Computer Skills
Career History
Michigan National Bank and Corporation
Commercial Loan Officer, 1984-1992
Commercial Credit Analyst, 1983-1984
Education
1983 Bachelor of Business Administration
1977 Certificate of Dental Assisting
Honors
Professional & Community Involvement
Download Microsoft Word version of Cheryl's resume: Cheryl_L_Kane_resume.doc |
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