1. Salama H. Madoffe

Stephen C. Brooks
3022 Melkridge St., Email: salama.x.madoffe@chase.com
Columbus, Ohio 43219 Phone: 614-446-0294 (Cell)
SUMMARY
RETAIL BANKING-CUSTOMERSERVICE-MANAGEMENT
Consistency High-Performing manager with more than 20 years of Call Center, 10 years holding a leadership role.
Extensive experience in account and people management within various roles in Consumer Banking. Planning and Sales
experience combined with staff development and training accountability, to deliver exceptional performance results. Due
to exceptional performance, took on larger scopes of responsibility.
 Call Center / Operations
 Change Management / Process Improvement
 Team Building / Relationship Management
 Behavioral Coaching
 Employee Development / Training
 Project Management
 Analytical / Problem Solving
CAREER HIGHLIGHTS
RETAIL CUSTOMER SERVICE/TEAM LEADER 2009-PRESENT
Provide support to Specialists within Retail Customer Service, coach, mentor, and set high performance standards for
Specialists.
 Managed Apprentice Strategy for Columbus Customer Service ranging from 3-4 direct reports to support
upwards of 70FTE with tenure of 0-90 days with Chase. Drove improvement of 18% within overall Efficiency and
Schedule Adherence (availability) by 3 basis points within 60 days. Sustained performance through 14 months.
 2nd
highest within Columbus leadership team for “Overall Satisfaction with manager” of 91% for 2015 Employee
Opinion Survey (EOS). Within first 120 days of leading Apprentice Strategy, exceeded 0-90 day attrition target of
4.1%. Averaged 25% of staff being recognized as Top Performers within site, top 10% of environment
 Liaison role between Change Management and Quality Department by participating in the weekly status meeting
and providing updates to the entire staff. This has helped the entire leadership team to be well-informed.
Incorporated this into our Team Leader’s daily huddle, sharing the most pertinent Site information on a daily
basis with the larger leadership team. This best practice, bringing these changes to this meeting setting has been
leveraged moving forward and awarded a 5 Key Recognition from the Site Leader for being very successful and
informative.
 In 2015 a New Hire Orientation/Training was piloted in Columbus market to be rolled out to all Customer Service
in 2016. Partnered with Development Team, Trainers, Network point of Contact to capture feedback and
implement improvements.
 Co-facilitated network Apprentice Meetings and Calibrations to align processes, procedures, show-case best
practices and drive recognition within network which included organization/solicitation of key topics and drives
in the environment, engaging topical speakers, on-boarding and train teams.
 Drove steady progression of improvement within the Control Agenda, Tracking and Complaint details for
Consumer Escalations environment from 30%(Jan. 2015) to 91%(Nov. 2015) exceeding target of 85%. Fluid
partnership with peer leader and segment partners within network.
 Engaged in the interviewing and hiring of new Leaders for open manager positions within environment; unique
opportunity afforded due to my proven track record as a performance manager, trusted leader and highly
regarded as a champion of the team’s interest. Received Exceeds Year-End ratings 7 out of 8 years as a Team
Leader.
 Recognized as a top performing team and continuously ranked within the top 5% of all Retail Customer Sites
from 2009 to present.
 Worked with Columbus Rewards & Recognition team to help the Site find ways to reward employees and make
the Columbus Site a fun/enjoyable place to work which led to a very successful Fun day in August 2012, and had
significantly built off of the 75% favorable response rate in the 2012 Employee Opinion Survey.
 Lead a highly successful Sales team and in 2012 was selected to attend Chase National Achievers Conference
hosted by JPMorgan Chase CEO Jaime Dimon.

2. Salama H. Madoffe
TELEPHONE BANKER 2006-2008
Assisted customers with complex customer issues, educated customers in using the correct products to best service their
needs, and also assisted in account openings and closings for checking, savings, and certificate of deposit accounts.
 Exceeded banker Scorecard month after month ranking in the Top Three Network-wide for Retail Customer
Service.
 Recognized for being a top Sales Representative within the Columbus Site from 2006 through 2008
 Leveraged for UAT (Enterprise Testing) and able to find gaps in order to help make changes with applications
and systems within Telephone Banking and new innovations.
 Received high reviews amongst peers as a peer coach and SME, mentoring new hires and assisting trainers in
training New Hires.
SPRINT CUSTOMER SERVICE/TEAM LEAD 1999-2001
Assisted and provided friendly/courteous Customer Service to clients placing long distance/local calls using Credit Cards,
Collect, Payphone and Third party Calls.
 Coached and Trained new hires. As a Team Lead was able to improve Average Handle Time by 8% within 60days
and Adherence (Occupancy) by 11% within 30days and Customer Satisfaction by 5% within 90days.
 Drove 1%-2% improvement in Attrition Month after month for 10months.
 Developed a highly successful Reward and Recognition Strategy that was implemented across all the
departments.
PROFESSIONAL EXPERIENCE
JPMORGAN CHASE BANK/BANK ONE, N.A. - Ohio 2006-PRESENT
 Telephone Banking Unit Manager I (Columbus, OH) 2008-Present
 Telephone Banking III Sales Banker (Columbus, OH) 2008-2009
 Telephone Banking II (Columbus, OH) 2007-2008
 Telephone Banking I (Columbus, OH) 2006-2007
SAFELITE AUTOGLASS - Ohio 2002 -2005
 Customer Service Representative
SPRINT CORPORATION - Minnesota 1999-2001
 Customer Service Representative/Operator/Team Lead
CENDANT CORPORATION - Ohio 1998-1999
 Customer Service Representative
EDUCATION
B.S. Degree in Management Information Systems
Winona State University Winona, MN