1. Rosalie Grosso
2301 Cherry Street, Apt 14A
Philadelphia, PA 19103
215-514-7117 (cell)
R o s a l i e . G r o s s o @ g m a i l . c o m
Accomplishments & Expertise
• Customer Service Improvement
• Business Development, Marketing, Growth
• Marketing & Program Development
• Systems Design, Development & Implementation
• Relationship Management
• Process & Productivity Enhancement
• Expense Reduction & Control
• Development of Processes Related to Compliance & Regulatory Procedures
Selected examples of results in these areas are listed on the following pages.
1April 29, 2016
Seasoned executive with extensive experience in managing large scale operations.
Managed line and staff areas, large budgets and complex projects. Customer
centric orientation and demonstrated success at achieving and exceeding goals.

2. Rosalie Grosso
Key Capability & Accomplishment Detail
Customer Service Improvement
• Planned, organized, implemented & directed a centralized 24 X 7 Sales and Service Call/Contact Center.
• Repositioned remote office staff, customers to a telephone based sales with new service model, to achieve
and maintain a 95%+ customer retention level and a 90% customer service index during and following the
conversion and customer migration process.
• Developed and benchmarking service standards, including Customer Experience Measurement functions
utilizing delivery surveys, customer experience assessment, focus group outcome recommendations
• Led Customer Advocacy, Escalation and Recovery process for problem resolution, service failure
identification, root cause analysis, process improvement and customer retention.
2April 29, 2016
Business Development, Marketing, Growth/Systems Design, Development &
Implementation
• Implemented unique bank insurance sales and service model from startup to generating $1 billion+ sales
with $200MM revenue (JP Morgan/Chase Insurance).
• Ran insurance business practice with a scope of $80MM+ premium, $11MM+ revenue, 57,000 inforce
customers covering 53,000 Retail and 4200+ High Net Worth Clients (Commerce Insurance Group).
• Led technology design, development and business systems implementation for call/contact sales and service
center, telecommunications, lead management system, operations processing and various administrative
support functions enabling customer service delivery follow through tracking and marketing program success
measurement and evaluation.

3. Rosalie Grosso
Key Capability & Accomplishment Detail
Marketing & Program Development
• Planned, directed new business multi-channel marketing programs.
• Designed and implemented full service Call/Contact Center for product sales and service to Banks Retail
customers : organic customer policy growth in excess of 50,000 inforce multi-product line policies.
• Directed Private Client Group Personal Lines Insurance sales and service functions for affluent and private
bank customers with annual new business and renewal revenue goals exceeding $10 million.
3April 29, 2016
Relationship Management
• Directed and managed relationships with 30+ external insurance company & wholesaler partners: directing
all contracting, compensation negotiations, general service, audit requirements.
• Assessed partner performance through joint partnership initiatives, direction of marketing activities,
creation of service level agreements and measurement and oversight of partner performance.
Process & Productivity Improvement
• Consolidated 7 remote offices into one without adding any additional staff to the one office through
redesigned workflows, streamlined procedures, enhanced training and comprehensive utilization of
technology resources and systems. Results: business practice staff decreased by 60% without any
interruption in service.

4. Rosalie Grosso
Key Capability & Accomplishment Detail
Expense Reduction & Control
• Instituted monthly quality control process and error reconciliation process, eliminating 6000 erroneous
database account errors and decreased costs, error ratios, repeat/redundant work. Eliminated need for
additional account maintenance staff.
• Initiation of a lead management and follow system, support staff decreased from 8 to 3.
• Instituted robust budget zero based creation process & monthly review process to increase staff
accountability for budget variance reporting and correction action plans at both Commerce and at Chase.
4April 29, 2016
Development of Processes Related to Compliance & Regulatory Procedures
• Led separation of the commercial and personal lines insurance for three businesses, each of which had
prior common relationships with external partners.
• Resolved all the complex regulatory and compliance governance by invoking the aid of both internal and
external partners, reviewing regulatory stipulations and contractual agreements and leading team of
subject matter experts representing each affected area and function. Utilized a disciplined project
management process and monitoring technique to insure strict compliance to both banking and insurance
regulations, guidelines and expected outcomes.