Teresa has spent over fifteen years in the financial services industry, as both a consultant and senior manager at major financial services institutions. Playing leadership roles at FleetBoston and Fidelity Investments, she managed successful efforts in strategy development, large-scale business process and systems reengineering, distribution sales and service management, and customer experience program management. Her background covers a broad span of retail business lines, including consumer lending, credit and debit card, and consumer investments (brokerage, retirement, annuities).

In addition to her industry experience, Teresa co-founded Mercatus, a boutique retail financial services strategy consulting firm focused on developing revenue growth and new product innovation strategies, and has experience within the financial services practices’ of Gemini Consulting and Mainspring/IBM.

 

• Executed, on behalf of multiple clients, strategic research in consumer trust, mobile, and retirement, all focused on understanding cross-channel consumer purchase pathway and engagement behaviors, optimizing value propositions by segment, and improving customer acquisition and retention.
   
• Led transformation effort for overhaul of a regional bank’s core retail business, and renewed focus on acquisition through segment-specific, cross channel strategies. Transformation led to increase in net new customer households, significant increase in online account opening, and renewed growth in retail deposits and net income.
   
• Performed retail deposit product line overhaul for a large Northeast bank, migrating over twenty grandfathered products into a simplified, streamlined set. Improved customer value proposition across core deposit products as well as account maintenance efficiencies, customer service experience and training costs.
   
• Reengineered the consumer lending process and systems for a large national bank. Employed an “end-to-end” redesign with a focus on the customer experience and pain points. Designed universal credit application to achieve both process efficiencies, positive revenue impacts, and improved customer experience.

Teresa has an MBA from the University of Virginia's Darden School of Business Administration, and earned her undergraduate degree from Cornell University. In 2007 and 2008, Teresa led a landmark study, sponsored by the Bank Administration Institute, focused on retirement preparedness in the United States, and from 2008 through 2011, led the Mercatus Mobile Financial Services Tracking Study Series.