1. DESIOUS D. ALSTON
4945 Sundance Drive Independence, KY 41051 251-802-5683 alston.desious@gmail.com
P R O F E S S I O N A L E XP E R I E N C E
Vice President – Retail Consumer Banking – Sales & Service Sr. Manager – SAFE Act (Nov 2014 – Present)
 Manager of Managers (8 teams) with daily responsibilities for driving strategic direction in a fast paced customer
service/sales call center operation
 Daily application of in-depth understanding of how areas collectively integrate within the business as well as coordinating
and contributing to the objectives of the entire function
 Incorporating subject matter and industry expertise to provide detailed analysis of issues and comprehensive action plans
including the maintaining of appropriate staffing requirements to meet ongoing operational needs
 Ongoing support of directs area through responsibility for delivery of end results and shared responsibility for budget
management; accountable for resource planning and ensuring essential procedures are followed as well as contributing to
defining standards and implementing changes
 Support of YTD Revenue of $13MM through department’s sales phone channel, exceeding business forecasted goal by 26%
 Integral in the successful implementation of the Mortgage Referral pilot program in Florence; program managed solely by
group of 4 direct reports & their teams. YTD net dollar value of $149.9MM
 Integral utilization of communication and diplomacy skills, combined with industry knowledge, for ongoing evaluation of
team performance based on analysis of factual data which leads to intricate coaching and development
Vice President – Recovery Senior Manager (2012 – 2014)
Control MIS
 Hired, trained and developed staff to build and implement Control MIS operation in Default Mortgage
 Lead department to increase production over 200% above original forecasted goals
 Created policy and procedures around Control MIS operations to ensure a complaint environment and remediated
financial, execution and regulatory risks
 Built business controls that saved the organization losses in compensatory fees and regulatory fines
 Established relationships to develop well-documented, sustainable controls resulting in a 93% test of design pass rate
Vendor Relations/CASH
 Managed onshore and offshore teams for our Vendor Relations and Cash department
 Ensured adequate training and understanding of National Mortgage settlement guidelines to prevent negative impact to
clients
 Verified all default attorneys, property preservation vendors, and real estate agents invoices for payment. Processed
invoices to meet the applicable business requirements and established timelines
 Increased SLA efficiencies for invoice processing more than 300% versus standard lead time. Successfully processed an
average of $23 million invoices on a monthly basis
 Decreased invoice rejection percentage continually through ongoing data analysis and root cause remediation
Senior Supervisor (2010 – 2012)
Retail Service & Sales - SAFE Act
 Responsible for the production of a top performing team (15-20 Personal Bankers) including client satisfaction, sales and
production metrics, compliance and overall quality
 Worked closely with senior leadership on implementation of operational initiatives such as call flow, NPS pilot, UM
engagement and onboarding initiatives
 Effectively communicated strategies to direct reports regarding operational actions, change in processes and marketing
updates and ensured strategy complimented and supported the overall goals of the sales team as well as those of the
business
 Deemed as subject matter expert and provided solid insight and guidance in effectively implementing the business goals
and objectives
 Delivered exceptional results against all success pillars including managing expenses (handle time and availability), client
experience (C-Sat with agents), revenue generations (upfront sales performance), and risk/controls (sales governance
scores)
 Consistently rated exceptional as a Top Performing Unit Manager amongst peers in the entire divisionwhile exceeding
benchmarks and metrics for standards of performance

2. TAP Associate (2009 – 2010)
Talent Acceleration Program
 Gained substantial knowledge of client experience and the behaviors which drives C-Sat and NPS
 Learned the importance of site initiatives and participated in campaigns that impacted internal and external community
 During Team phase, effectively managed a team of 10-15 Personal Bankers increasing their performance by an average of
15% PPH over a three month span compared to their prior performance
 Effectively coached and developed direct banking team to maximize their production results in all key performance
indicators such as handle time, production time, C-Sat, NPS, and sales compliance
 Completed TAP curriculum, consisting of Client Experience phase, Leadership phase, Team phase and continuous training,
12 months earlier than projected.
Project Lead (2008 – 2009)
Future Focus
 Lead in ideation, planning, development design, and implementation of the Future Focus project for Citi Florence
 Analyzed and managed project budgets and presented detailed project summaries to senior level management
 Organized work professionalism training and development classes for up to 80 students
 Created and presented financial literacy workshops on budgeting and credit management
 Leveraged negotiation and communication skills to implement effective business partnerships as well as participated in
mentoring both internally and externally
 Maintained detailed documentation to track projects progression as well as conducted post-implementation analysis to
determine areas of opportunity. Improved projects attrition by reducing it from 27% to 10%.
Collections Associate – Team Lead (2008)
Large Payment Incentive Project
 Maximized returns by executing collection activities on account receivables
 Documented all client account collection activity data using collections software
 Utilized effective communication and customer service negotiation skills resulting in a distinguished monthly rating
consistently
 Consistently maintained a Tier 1 average of $300,000 in balances saved on a monthly basis generating over $2.6 million in
balances saved in a 9 month period
 Created forecasting tool to compile and deliver projected results as well as assisted in creating team’s Share Point site that
developed a consistent line of communication and a forum to share best practices resulting in increased productivity on
all major key performance indicators
E D U C A TI O N
West Virginia University, Morgantown, West Virginia
Major: Political Science, Pre-Law Legal Studies
Northern Kentucky University, Highland Heights, Kentucky
Bachelor’s Degree: Organization Leadership
CO M M UN IT Y IN VO L VE M E N T
AA Leadership Development Program
Urban League of Greater Cincinnati Partnership for Recruiting Initiative
Financial Literacy/Recruiting Initiative
Sponsor for Florence Mentor Program
United Way Volunteer
Children’s Home of Northern Kentucky Volunteer
March of Dimes Volunteer