ResumeCheryl L Kane, MBA
Customer Comments

Cheryl L. Kane
1205 Red Cedar Place
Concord, North Carolina   28027
Phone: (704) 795-5058

Professional Profile
Versatile senior executive with expertise in financial management, staff development, cultural change, commercial sales and public speaking, offers strengths in complex problem solving, business strategy design, crisis management, leadership development, customer relationship management, and service quality.
Principled decision-maker with integrity.

Background Summary
Pattern of following a customer-focused philosophy to meet organizational objectives using intuitive ability to analyze processes, people, and problems, identify solutions, and influence change. Recognized by clients, management, peers and customers as an exceptionally organized administrator and creative problem solver.

Particular penchant for seeking continuous improvement in procedures, profitability, development of people.

*Financial Analysis *Assertive Sales *Crisis Management
*Project Management *Profitability *Team Building
*Consulting *Leadership *Negotiating
*Business Strategy *Public Speaking *Win-Win Solutions

Professional Qualifications

Decisively led tactical problem solving processes to activate "turnaround" of $23 million/year, 374 employee, financially declining pharmaceutical manufacturer, whose product availability was crucial to the health of Michigan citizens, as private consultant to chief executive officer.

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.

Created audience-sensitive speeches, announcements, and reports. Delivered hundreds of presentations to executives, boards, staff, customers and community leaders. - Analytical  -Sales  - Instructional  - Motivational  -Keynotes

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
Led business process control improvements and reengineering (private, public, and non-profit). - Developed performance metrics  -Introduced accountability  - Promoted line staff empowerment

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
Negotiated daily with high-profile commercial delinquent borrowers, FDIC representatives, attorneys, bankruptcy trustees, and national bankers to maximize collections. Used win-win approach to remain competitive.

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.

Built profitable client relationships in service, healthcare, manufacturing, wholesale and retail industries with annual sales of $100,000 to $65 million. Exceeded loan growth, fee income and depository expansion goals by 127%, 195% and 495% respectfully.

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
Orchestrated technology-driven employee incentive program. Managed operations and education process for 4,000 employees to cross-sell 100 bank products utilizing three mainframes interfacing with multiple division platforms and paper-based systems. Administered $250,000 cash awards annually to employees.

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
*Word *PowerPoint *Act!
*Crystal Ball *Excel *WordPerfect
*Treeplan *Visual Basic *Lotus123
*Access *Microsoft Project *QuickBooks Pro

Career History
Barton & Kane, Consolidated,
Management Consultant, Trainer, Executive Coach, Professional Speaker
(East Lansing, MI; Concord, NC)
Part-time: 1992-1994

Michigan National Bank and Corporation
Director Corporate Service Quality & Sales, 1992-1994
(Farmington Hills, MI)

Commercial Loan Officer, 1984-1992
(Oklahoma City, OK; Farmington Hills, MI; Lansing, MI)

Commercial Credit Analyst, 1983-1984
(Grand Rapids, MI; Oklahoma City, OK)

2000  Master of Business Administration
         General Management
         Duke University, Fuqua School of Business

1983  Bachelor of Business Administration
         Dual Majors: Finance, Accounting
         Western Michigan University

1977  Certificate of Dental Assisting
         Healthcare Management
         Kellogg Community College

* 1993, Commercial Deposit Sales Award, Michigan National Bank
* 1992, Clubs in Action, The Rotarian
* 1992, Toastmaster of the Year, Toastmaster's International (Club)
* 1988, World Class Service Award, Michigan National Bank
* 1988, Leadership Development Academy,
         Lansing Community College
* 1982, Alfred Pugno Scholarship, Western Michigan University
* 1981, Invited to Honor College, Western Michigan University

Professional & Community Involvement
Michigan Festival, Inc.
Board Member1993-1995
Capital Area United Way
Personnel & Administration Committee1989-1995
Union Negotiating Team 1990-1994
Boys & Girls Club of Lansing
Board Member1987-1989
Special Project1994
Lansing Chamber of Commerce
Capital Quality Initiative1994-1995
Rotary, South Lansing-Holt1988-1993
President, Vice President1990-1992
Western Michigan University
Lansing Alumni (Founder)1991-Present
Chapter Vice President1991-1993
Michigan State University, Industrial Dev. Inst.
Minority Business Assistance Division 
Advisory Board
Big Brothers, Big Sisters
Volunteer Trainer1993-1994
Lansing Community College
Distinguished Alumni Committee1991-1993
Cabarrus Regional Chamber
of Commerce  
Lansing Community College
Small Business Development Center
Board of Directors, Lecturer1990-1993
East Lansing Downtown Dev. Authority
Promotions Committee1996
Toastmasters International1988-Present
Club President1991-1993

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NC 704-795-5058
MI 517-351-0102

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© November 2001 Cheryl Kane, Barton & Kane Consolidated