Experience

Wescom Credit Union

• Banking
• 400 - 500 Employee

• Director, Member Experiences

  • Aug 2014 - Present

  Pasadena, CA Creates a persistent focus on the member experience in all areas of the credit union. Drives the organization to work together for optimum member experience delivery. Responsible for overseeing the quality of member interactions on a cross-divisional and multi-channel basis to ensure the delivery of Signature Experiences throughout the credit union. Research and report on policies and procedures that impact the member experience and make recommendations for improved outcomes. Acts in… Show more Creates a persistent focus on the member experience in all areas of the credit union. Drives the organization to work together for optimum member experience delivery. Responsible for overseeing the quality of member interactions on a cross-divisional and multi-channel basis to ensure the delivery of Signature Experiences throughout the credit union. Research and report on policies and procedures that impact the member experience and make recommendations for improved outcomes. Acts in consultative role to assist management in evaluating procedures, systems and products in development and evaluate their alignment with the delivery of Signature Experiences.

• Contract Manager and Senior Project Lead

  • Nov 2012 - Aug 2014

  Responsible for WRG contract management, product collateral development and maintenance, CRM system management, training curriculum development, and other special projects. Responsible for supporting the WRG Sales Team in the creation and management of new contracts, addenda, and inquiries relative to existing client contractual relationships and associated client fees. Creates written narratives for sales and marketing collateral, including website content.

• Division Project Manager

  • 2006 - Nov 2012

  Pasadena, CA Ensure that organizational level projects within respective divisions, and other projects assigned by the Senior Vice President are completed through the use of established project management methodology. Identify scope of projects and resources required, develop timelines, monitor progress, ensure timely completion and conducts de-brief. Participate in the development and implementation of strategic initiatives for the Division. Identify and select vendors for services required by the… Show more Ensure that organizational level projects within respective divisions, and other projects assigned by the Senior Vice President are completed through the use of established project management methodology. Identify scope of projects and resources required, develop timelines, monitor progress, ensure timely completion and conducts de-brief. Participate in the development and implementation of strategic initiatives for the Division. Identify and select vendors for services required by the division and is often the primary contact for the Division in vendor relationships, implementations and problem resolution. Create and implement new processes, including creation and dissemination of formal operational procedures. Responsible for response and providing resolution to external and internal audit findings, including acting as a liason with DFI and NCUA representatives. Play active role in annual budget planning. Responsible for direct contact and problem resolution for member escalated complaints.

• Branch Manager

  • 2002 - 2006

  Tustin, Santa Monica - CA Manage a branch of 14 team members, with a 10,000+ member base, 85 million+ deposit base, and 90 million+ loan base. Providing quality member service and manage staff to achieve company goals. High involvement with the community and the Credit Union Movement: Officer on the Board of Governors for the Orange County Chapter of the California Credit Union League, attendance at Tustin Chamber events and miscellaneous community events. Manage a branch of 7 team members, with over a 4,000+… Show more Manage a branch of 14 team members, with a 10,000+ member base, 85 million+ deposit base, and 90 million+ loan base. Providing quality member service and manage staff to achieve company goals. High involvement with the community and the Credit Union Movement: Officer on the Board of Governors for the Orange County Chapter of the California Credit Union League, attendance at Tustin Chamber events and miscellaneous community events. Manage a branch of 7 team members, with over a 4,000+ member base, 58+ million deposit base, and 48 million+ loan base. Providing quality member service and manage staff to achieve company goals. High involvement in community events that include: The Susan Komen Walk, AIDs Walk, and Feed the Homeless, San Gabriel Valley and Santa Monica Chamber/Chapter events (lunch mixers, dinner mixers, chamber meetings)

• Regional Operations Coordinator

  • 1999 - 2002

  Tustin, Pasadena - CA Act as an operational resource to 12 branches and the VP of Branch Operations to ensure that the accuracy, integrity and highest standards are maintained in daily branch operations. Serve as the primary communication liaison for the branches and central support areas. Accomplishments include: successful system conversion, playing a major role in the opening of 6 branches, roll-out and training of the CDMs in the branches, conducting branch reviews for successful audits, and implementation of… Show more Act as an operational resource to 12 branches and the VP of Branch Operations to ensure that the accuracy, integrity and highest standards are maintained in daily branch operations. Serve as the primary communication liaison for the branches and central support areas. Accomplishments include: successful system conversion, playing a major role in the opening of 6 branches, roll-out and training of the CDMs in the branches, conducting branch reviews for successful audits, and implementation of the new cash ordering system. Assisted in numerous mergers and acquisitions.