John Watkins
Sr. Consultant at The Thrower Group, LLC.- Claim this Profile
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Bio
Juan Silvera
John is a dynamic and experienced executive who is a strategic thinker and a very strong leader. I had the opportunity to work side by side with John at Wachovia where he demonstrated a remarkable ability to lead teams charged with complex work. He is also a person of character with incredibly strong values and work ethic. For me it was a privilege to work with John.
John Quinn
John solves for the customer's needs with integrated technology, process, and people in a way that provides a great service and sales experiences as well as a stable platform. John is a continuous improvement catalyst working the whole system to understand and solve for the root causes of problems as well as designing in functionality and useability that promote enthusiastic adoption of his self-service channels. His leadership style translates that approach to his teams and his collaborators. John's passion for helping others extends beyond work into serving his community in many constructive and selfless ways.
Juan Silvera
John is a dynamic and experienced executive who is a strategic thinker and a very strong leader. I had the opportunity to work side by side with John at Wachovia where he demonstrated a remarkable ability to lead teams charged with complex work. He is also a person of character with incredibly strong values and work ethic. For me it was a privilege to work with John.
John Quinn
John solves for the customer's needs with integrated technology, process, and people in a way that provides a great service and sales experiences as well as a stable platform. John is a continuous improvement catalyst working the whole system to understand and solve for the root causes of problems as well as designing in functionality and useability that promote enthusiastic adoption of his self-service channels. His leadership style translates that approach to his teams and his collaborators. John's passion for helping others extends beyond work into serving his community in many constructive and selfless ways.
Juan Silvera
John is a dynamic and experienced executive who is a strategic thinker and a very strong leader. I had the opportunity to work side by side with John at Wachovia where he demonstrated a remarkable ability to lead teams charged with complex work. He is also a person of character with incredibly strong values and work ethic. For me it was a privilege to work with John.
John Quinn
John solves for the customer's needs with integrated technology, process, and people in a way that provides a great service and sales experiences as well as a stable platform. John is a continuous improvement catalyst working the whole system to understand and solve for the root causes of problems as well as designing in functionality and useability that promote enthusiastic adoption of his self-service channels. His leadership style translates that approach to his teams and his collaborators. John's passion for helping others extends beyond work into serving his community in many constructive and selfless ways.
Juan Silvera
John is a dynamic and experienced executive who is a strategic thinker and a very strong leader. I had the opportunity to work side by side with John at Wachovia where he demonstrated a remarkable ability to lead teams charged with complex work. He is also a person of character with incredibly strong values and work ethic. For me it was a privilege to work with John.
John Quinn
John solves for the customer's needs with integrated technology, process, and people in a way that provides a great service and sales experiences as well as a stable platform. John is a continuous improvement catalyst working the whole system to understand and solve for the root causes of problems as well as designing in functionality and useability that promote enthusiastic adoption of his self-service channels. His leadership style translates that approach to his teams and his collaborators. John's passion for helping others extends beyond work into serving his community in many constructive and selfless ways.
Experience
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TTG
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United States
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Business Consulting and Services
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1 - 100 Employee
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Sr. Consultant
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Jun 2011 - Present
Provide assessment of operating efficiency, customer experience and technology optimization to companies seeking an outside-in view of their business. Work with organizations to implement improvements to process flows and employee effectiveness particularly in call-center customer service and channel optimization (phone, online, mobile). Provide assessment of operating efficiency, customer experience and technology optimization to companies seeking an outside-in view of their business. Work with organizations to implement improvements to process flows and employee effectiveness particularly in call-center customer service and channel optimization (phone, online, mobile).
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Wells Fargo
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United States
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Financial Services
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700 & Above Employee
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SVP, Online Services
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Aug 2006 - Dec 2010
Led enterprise-wide implementation of new Products and Services for the internet and mobile channels. Online customer base of five million Retail customers, one million commercial. Responsibilities include strategic collaboration with all lines of business and key business partners such as Technology, Customer Service, Operational Support, Risk and Loss Management. Staff: 2 SVPs, 4 VPs, 25 Product Managers Led enterprise-wide implementation of new Products and Services for the internet and mobile channels. Online customer base of five million Retail customers, one million commercial. Responsibilities include strategic collaboration with all lines of business and key business partners such as Technology, Customer Service, Operational Support, Risk and Loss Management. Staff: 2 SVPs, 4 VPs, 25 Product Managers
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Bank of America
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United States
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Banking
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700 & Above Employee
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SVP, Electronic Banking Systems
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Apr 2004 - Jul 2006
Led global customer sales and service delivery to 19 million Online Banking Customers, optimizing multi-channel environments of phone, email, text chat and sales fulfillment. Staff 3100, budget $170MM. Led global customer sales and service delivery to 19 million Online Banking Customers, optimizing multi-channel environments of phone, email, text chat and sales fulfillment. Staff 3100, budget $170MM.
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Merrill Lynch
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United States
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Financial Services
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700 & Above Employee
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VP, Financial Advisory Centers
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Jan 2002 - Apr 2004
Led development of business strategies and managed day-to-day operations of contact centers. Objective to improve ROI, grow the asset base, enhance client experience, streamline operational processes and complement existing branch sales force of 14,000 Advisors. FAC has multi-state service centers, staff of 500, 1.5 million clients, annual operating budget $240.0M Led development of business strategies and managed day-to-day operations of contact centers. Objective to improve ROI, grow the asset base, enhance client experience, streamline operational processes and complement existing branch sales force of 14,000 Advisors. FAC has multi-state service centers, staff of 500, 1.5 million clients, annual operating budget $240.0M
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Vanguard
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United States
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Financial Services
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700 & Above Employee
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Principal, VP, Investor Services
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Feb 1996 - Dec 2001
Managed three Investor Service Centers. Accountable for development of annual business plan and forward strategies, hiring and staff development, and achieving expense plans and service goals. Staff: 1200, 5 million clients, Annual Budget $84 million, Assets $200 billion. Managed three Investor Service Centers. Accountable for development of annual business plan and forward strategies, hiring and staff development, and achieving expense plans and service goals. Staff: 1200, 5 million clients, Annual Budget $84 million, Assets $200 billion.
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Mobil Oil
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Oil and Gas
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700 & Above Employee
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Information Systems Business Leader
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Jan 1981 - Jan 1996
Information Systems Business Leader, Fairfax, VA (1994 – 1996) Accountable for cost and quality of IS support to US refineries, terminals, service stations and pipeline locations. Responsible for developing IT strategic plans and managing IT budget. Guided expansion of POS network to incorporate automated inventory control and enhanced the pay-at-the-pump strategy. Staff: 15, annual budget: $126 million. Manager, Business Systems, Fairfax, VA (1991 – 1993) Project Manager, New York, NY; Fairfax, VA (1986 – 1991) . Lube Plant Manager, Los Angeles, CA (1981 – 1986) Show less
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Education
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California State University-Long Beach - College of Business
BS, Operations Management -
University of Southern California
MS, Systems Management -
Long Beach Poly High School
High School Diploma, College Prep
Community
