Key Business Accomplishments

Drove multiple channel improvements in Top 2 Box Customer Satisfaction by executing game-changing enterprise Customer Satisfaction strategy.

Executed call center site strategy, cross-skilling and redeploying 3700 call center associates in 13 sites with a $7MM budget.

Propelled speed to proficiency through new hire curricula enhancements, resulting in a 12% overall learner satisfaction improvement, reductions in seat time and hands-on application.

Improved resource and pipeline allocations by 20% with organizational and process improvements focused on strategic, horizontal initiatives.

Optimized resource investment through accurate business planning, forecasting, and prioritization YOY.

Implemented people and process efficiencies to accommodate a 66% growth in the initiative pipeline.

Achieved attrition reductions with sustained career development, common on-boarding strategies and performance improvement programs for associates at various levels.

Demonstrated commitment to diversity and professional development by executing a division-wide mentoring program.

Designed and implemented an automated solution for cross-bank customer experiences and the subsequent bank-to-bank settlement.

Work History: Bank of America

Global Learning & Leadership Development June 2007 – June 2015SVP, Learning Manager II

Executed required strategies to improve core competencies and business performance. Assessed associate and business impacts resulting from change, and deliver necessary solutions. Drove performance improvements and maintained protocols in all Customer Call Centers. Developed and managed strategic plans to drive business impact, optimize resources, address risk/regulatory requirements and improve performance by:

- Consistently improving foundational programs by engaging with business strategy and intelligence teams to predict/diagnose performance needs.

- Providing management, leadership and career development opportunities that improve talent acquisition and longevity.

- Executing tactical solutions that drive measureable/defined change.

- Interpreting process, product and technology changes through disciplined needs-based gap analysis.

- Proactively engaging senior business and Human Resources leaders to identify needs, mitigate risk and sustain the enterprise culture.

Resume| Annette M Sprude (2 pages) 1

Career Summary A seasoned Human Resources and Change Management professional - invested in quality enterprise capabilities, business impact solutions, and deliberate personal performance and career development.

Summary of QualificationsCross Functional Collaboration - excels at driving strategic business changes and performance improvements in partnership.

Trusted Leader – operates as broad-thinking COO, providing thought leadership and ensuring stakeholder engagement at all levels; structures a team mission/vision focused on trust, commitment, and growth.

Bias toward action – leverages data, facts and critical thinking to drive tall bar needs.

Functional ExpertiseProficient consulting, influence, communication, and problem resolution skills.

Comprehensive project management disciplines.

End to end marketing, product management and communication strategies.

Retail, Large Corporate, Global Treasury, Investment, and Small Business Banking Sales and Service.

Consumer Mortgage Origination, fulfillment and servicing.

DMAIC, ADDIE and Agile Methodologies.

Annette M SprudeLand O Lakes, FL

Phone: 860-539-8843 Email: Sisterannette@gmail.com

Work History: Bank of America, continued

Learning and Organization Effectiveness March 2005 – June 2007Change ManagerManaged Learning portfolio to ensure seamless transition from Client Management Teams to Execution teams; Defined resource requirements to support solution options; Managed professional fees spending based on prioritized project needs; Developed and deployed effective measurement strategy.

Instructional DesignerApplied learning and consulting disciplines to interpret process, product and technology changes and their impact to Sales, Fulfillment and Servicing; Designed, developed and deployed training solutions.

Performance Improvement Consultant

Provided strategic influence and learning opportunities to increase performance and effectiveness to maximize business impact with sustainable solutions.

Global Corporate and Investment Banking April 2004 – February 2005Marketing Product Manager/ Training Specialist

Designed and delivered merger related product training, focusing on client implications. Developed training plans and execute programs for new product/revenue initiatives.

Global Treasury Services/Corporate Marketing January 1997 – April 2004Marketing Manager

Developed and executed marketing strategy, product rollout, internal training, and communications requirements for 18 new cash management products.

Product Manager, Image Services

Directed all facets of product development, sales/marketing strategy, profitability, training and documentation. Developed and delivered a comprehensive, standardized cash management and sales tools library and resources for sales and product groups.

Implementation Manager, Specialty/High Tech Cash Management Services

Managed client implementation requirements, negotiations, issue resolution and reporting.

Resume| Annette M Sprude (2 pages) 2

Computer SkillsMicrosoft Office, Web Ex, Social Media

Education1995 Graduated Cum Laud, New England College of Finance, Business Administration

VolunteerCompassionate Outreach and Global Missions - Nazarene.org

Supplemental Work History: Bank of America

3/96 – 12/96 Operations Manager: Managed customized back office team to balance cross-bank activity, resolve customer issues, and address internal training requirements.

1991 – 1996 Systems Design & Support Specialist: Managed support team providing problem resolution for all operating platforms in the 300-branch network.

1987 – 1991 Banking Center Operations Manager: Managed daily operations, regulatory requirements, internal controls, training and quality service delivery, budget and cost control requirements and performance management routines.

Annette M SprudeLand O Lakes, FL

Phone: 860-539-8843 Email: Sisterannette@gmail.com