| Glenn Rust, former CFO, Sterling Bank |
March 14, 2005
To Whom It May Concern:
It is a pleasure to recommend Barbara to you. I have known Barbara for 6 years and have worked with her
on a variety of projects and endeavors.
Barbara was responsible for a significant part of the training and development of the Sterling Bank staff. She led the bank’s Team Building, Customer Service, Communication and Mystery Shopping Programs. These efforts increased our customer service score from a meager 43% to over 80%. Most banking industry experts told us that we would be lucky to increase our service numbers to 50%. These programs also reduced bank teller turnover from 70% to 19% which is well below the industry standard of 80%.
She co-created and facilitated a business wide Business Development Orientation with one of our Office CEOs which increased loan production by 8% in the offices that participated in the program.
Barbara also helped develop and facilitate the bank’s New Employee Orientation which was a great success and floated the idea of Sterling Bank applying for Fortune Magazine’s 100 Best Companies to Work For, which we succeeded in being ranked in the top 40 for 3 consecutive years.
While these accomplishments are numerous, Barbara also brings honesty and the ability to work with individuals on a variety of issues. She communicates well and does not allow herself to get trapped into corporate issues that she cannot fix. She will always seek help and advice when needed and immediately resolves issues.
I have enjoyed my working relationship with Barbara and hope you have the opportunity to begin one with this dynamic person.
Best Regards,
Glenn Rust
COO/EVP Sterling Bank
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