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Work Background
R. Baer ConsultingFounder & Principal Consultant
Jun. 2023Metairie, Louisiana, United StatesProvide advisory services on a project basis, focusing on employee development, operational efficiency and regulatory compliance.
Fidelity Bank LARetail Sales Support and Community Outreach Manager
May. 2021 - Jun. 2023Metairie, Louisiana, United StatesInside this community bank serving the people, businesses, and organizations of Southeast Louisiana, I partnered to overhaul Financial Center operations, policies, and processes to overcome labor, technology, and customer satisfaction challenges. Main oversight and leadership surrounded: — Driving creation of educational tools and resources, implementing new systems and enhancements, elevating data-centric decision-making, deploying automation, and advocating for change across teams and functions. — Implementing client experience surveys to introduce capabilities that allowed detailed reporting and identification of top performers and areas requiring improvement to enable future change and action. Top achievements span: ► Lowered Deposit Exceptions 95%, Deposit Charge Offs 50%, Overdrafts 40%, and FCL Review Times 60% by introducing critical reporting standards, building new systems to elevate tracking, and uncovering measurable outcomes. ► Pioneered ground-up development of product encyclopedia to serve as single source of truth across all products, improving both operational efficiency and customer service metrics. ► Reengineered Remote Deposit Capture, ACH, and Escrow processes to bolster customer service, drive information consistency, and simplify delivery of products to customers. ► Overhauled Escrow Que to lessen burden on customer service teams, introducing methodologies and processes that amplified customer interactions and education.
Fidelity Bank LADigital Marketing & Community Outreach Manager
Aug. 2017 - Apr. 2021New Orleans, Louisiana, United StatesTransitioning to support the marketing function and leaders, I partnered to rebuild the department to ensure alignment with business goals and customer landscape. I owned the creation of strategies and tactics to modernize the function and chart new runways to capture customers, drive digital transformation, and deliver new products to market. Main oversight and leadership surrounded: — Drove end-to-end website redesign focused on elevating user engagement, ensuring compliance, and refining product/service visibility, with strict adherence to SLA's. — Introducing online account-opening capabilities, including verification processes, with leadership of product management, documentation standards, software configuration, testing, and compliance. — Managing Financial Literacy initiative, overseeing customized programming, educational content, eLearning opportunities, and participation in Junior Achievement Biz Town and Finance Park programs. Top achievements span: ► Organized rollout of YEXT Digital Experience Platform to streamline social media experience and strategy across locations. Oversaw data design and input, custom page development, user engagement, education, and licensing. ► Catalyzed external programs – P.O.W.E.R (1.8K members with $69M in deposits and $59M in loans) and Community Partner (250 members with $29M in deposits and $8M in loans) – serving as Ambassador while defining mutually beneficial opportunities to support program growth and evolution. ► Implemented Rasa.io personalized email content generator, servicing all client groups to spur delivery of focused news information with increased engagement and customer experience. ► Steered deployment of Constant Contact to optimize contact management, segment contacts to improve engagement, and track/report on metrics.
Fidelity Bank LAInnovation and Product Development Manager
Oct. 2011 - Jul. 2017Greater New Orleans AreaI transitioned in the organization to spearhead an organization-wide transformation to bolster compliance, elevate customer satisfaction, introduce new products and services, and ensure scalable infrastructure for future growth and business evolution. Main oversight and leadership surrounded: — Breaking down cross-functional barriers to close gaps, capture efficiencies, and tap into growth opportunities. — Championing implementation of financial literacy initiative, building customized content and tools for in-person and online facilitation. Top achievements span: ► Steered mainframe conversion project – from FIS Miser system to FIS Horizon System – ensuring scalability with ownership of cross-functional teams, system requirements, change management, and testing scenarios. ► Directed initiative to alter bank domain name – guaranteeing bank recognition as leader in the market – leading in partnership to refine list of potential names, ensure IT reserved names, and drive downstream implementation. ► Partnered with SVP of Retail Banking to develop and launch Mystery Shopper Program, which catalyzed creation of client interaction standards and Conversation Guide training program to close gap in customer service standards. ► Spearheaded implementation of financial literacy initiative, building customized content and tools for in-person and online facilitation.
Fidelity Bank LAElectronic Banking, Automation and Product Development Manager
Jan. 2010 - Sep. 2011New Orleans, Louisiana, United StatesEntering Fidelity Bank, I led and spearheaded improvements across online banking applications, ATMs, and Deposit Services, and Electronic Banking Departments. Main oversight and leadership surrounded: — Executing analysis of functions, systems, and processes to discover pain points to deploy innovative solutions that positively impacted bottom-line performance and customer experience. Top achievements span: ► Removed $200K in annual expenses by implementing online user management program.
Capital OneLearning Manager
Nov. 2005 - Jan. 2010I entered this enterprise to lead the migration of Hibernia LMS into Capital One LMS with oversight of regional training programs, learning tools, and corresponding materials. Main oversight and leadership surrounded: — Overseeing education systems, guiding material preparation, piloting new learning and capability development programs, and allocating budget for curriculum delivery. Top achievements span: ► Deployed training resources during North Fork Bank and Chevy Chase Bank mergers – consisting of 500+ branch locations – building systematic approach that delivered blended training, in 24 hours of seat time, in preparation of system conversion. ► Headed deployment of all branch training programs and materials, executing training content, developing cost analysis, shaping implementation plans, and examining sales systems to drive action.
Hibernia BankLearning Manager
Apr. 2001 - Nov. 2005New Orleans, Louisiana, United StatesI was recruited to serve as Branch Automation Sales Lead and promoted to Learning Manager, steering education, and training for hundreds of branches in support of technology rollouts. Main oversight and leadership surrounded: — Overhauling entire branch platform and sales approach by creating and executing strategy for same day implementation across 260 locations impacting 1.7K+ team members. — Producing 60 hours of performance-based eLearning to support rollout and ongoing development needs. — Establishing foundation for sales coaching that spurred creation of dedicated regional sales enablement coaches assigned to ensure consistency while supporting the nuances specific to each trade area’s cultural needs. Top achievements span: ► Owned bank applications for State of Louisiana’s Incumbent Workers Training Grant Program. Totaling $1.4M in grants impacting 1K learners. ► Executed team coaching and development in alignment with ongoing system enhancements. ► Navigated Level V ROI analysis to center training processes and capture maximum impact on the sale of payment protection on consumer loans. Served as thought leader and public speaker: — Masie Center (Rapid Prototyping: Bridging the Between Leadership and User Expectations)
— American Society for Training and Development Conference (eLearning, Calculating Return on Investment)
— Financial Training Resources Forum (Creating an eLearning Strategy)
— Marcus Evans Events (How to Develop Performance Based eLearning)
— Bank Administration Institute Conference (Moving from Sales to Relationship Management)
Hibernia BankBranch Automation Sales Lead
Apr. 1997 - Mar. 2001New Orleans, Louisiana, United StatesSelected by management to lead the design of the Technology and Development programs to implement a Consultative Sales Culture for the branch network ( 319 branches in Louisiana and Texas).
— Developed over 60 hours of performance based eLearning to support roll out and ongoing performance development needs.
— Design and develop learn.hibernia.com Learning Management System.
— Design and implement sales systems to reinforce the banks consultative selling program.
— Design and implement roll out of employee development activities.
— Schedule and implement training and roll out schedule.
First NBC BankBranch Automation Sales Lead
Jun. 1991 - Mar. 1997New Orleans, Louisiana, United StatesResponsible for Sales System Design and Sales Culture Implementation for a 250 branch bank network. — Developed over 30 hours of performance based eLearning to support roll out and ongoing performance development needs.
Design and develop learn.hibernia.com LMS.
— Design and implement sales systems to reinforce the banks consultative selling program.
— Design and implement roll out of employee development activities.
— Schedule and implement training and roll out schedule.
First NBC BankConsumer Lending Division Assistant Manager
Jun. 1986 - May. 1991New Orleans, Louisiana, United States— Implemented Fair Isaac Credit Scoring Model.
— Responsible for processing, scoring and decisioning consumer credit applications.
— Led Indirect Lending Division.
First NBC BankBank Accountant
Dec. 1983 - May. 1986New Orleans, Louisiana, United States— Led Accounts Payable department.
— Converted Accounts Payable processing from a manual to an online system.
— Prepared schedules used in banks Income Statement financial reports.
First NBC BankCredit Card Collector
Aug. 1981 - Dec. 1983New Orleans, Louisiana, United States— Part time collector while in college.
— Collected accounts that missed 1 payment.
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