Experience

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  Solarity Credit Union

  • United States
  • Financial Services
  • 100 - 200 Employee

  • Vice President of Customer Experience (CX/DX/UX)

    • Apr 2022 - Present

    ∙ Drive innovation and influence product design to surprise and delight members.∙ Curate experiences that make members feel valued and impressed.∙ Serving as chief member advocate, create frictionless experiences across all channels and delivery systems.∙ Direct robust research using experience journey mapping and design thinking to better understand members’ motivations, needs, and experiences.

  • Member Experience (CX) Manager

    • Jun 2019 - Apr 2022

    ∙ Supervise CX Team to ensure a consistent Member Obsessed approach is taken with regard to all member communication.∙ Create and administer Solarity's Service Standards that all staff adhere to on a daily basis.∙ Create, launch and maintain survey touchpoints for all channels.∙ Lead creation of Personas, Empathy Maps and Journeys of assigned channels.∙ Manage and/or conduct direct Member research.

  • Member Experience (CX) Enthusiast

    • Dec 2015 - May 2019

    ∙ Initiated contact with new members to ensure a consistent member onboarding experience.∙ Responded to 100% of member feedback surveys.∙ Outreach to existing members to deepen the member relationship through the reboarding experience.

  • Training and Development Coordinator

    • Jun 2015 - Nov 2015

    ∙ Created training curriculum for a wide array of training, including training related to operations, sales, service, and coaching/leadership topics.∙ Conducted training classes.∙ Supported training facilitated by internal and external subject matter experts by arranging and tracking completion of course and making all other administrative arrangements.∙ Primary facilitator of new hire orientation and the first in line contact point for in-person communication with newly hired employees.∙ Administered and reviewed effectiveness of on-the-job training for newly hired employees.∙ Tracked required trainings for each employee as outlined in annual training plans.∙ Monitored, evaluated and recorded training activities and program effectiveness by creating and monitoring return on investment measures.

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  Solarity Credit Union

  • Branch Manager and Certified Trainer

    • May 2012 - Jul 2014

    ∙ Managed branch operations, maintenance, and expenses.∙ Served as the primary loan officer.∙ Directed branch sales and business development plans while working diligently to meet and exceed established service and sales expectations and goals.∙ Coached and directed branch staff.∙ Maintained the credit union reputation by continuously seeking opportunities for growth and positive public relations on a daily basis while serving in the community.∙ Protected member assets while ensuring branch security.∙ Certified CUNA CML trainer - provided program training to new hires and provided refresher training for all staff.

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  Solarity Credit Union

  • Marketing and Communications Specialist

    • Oct 2008 - Dec 2011

    ∙ Created promotions, campaigns, and communication pieces.∙ Met with media and advertising consultants to coordinate media buys.∙ Created and maintained all social media including Twitter, Facebook and YouTube.∙ Prepared and communicated e-mail marketing campaigns.∙ Maintained and updated credit union website.∙ Coordinated and executed all financial literacy efforts.∙ Prepared and taught money management topics to students at local schools.∙ Managed the Davis Student Credit Union, a High School branch with 15 student tellers.∙ Oversaw all youth program efforts, including deposit days at local elementary schools.∙ Researched and maintained programs to select market segments.∙ Ran Scholarship program.∙ Coordinated and attended local events including parades, county fair, youth account holder activities, local festivals, and more.∙ Redesigned all forms and letters for consistent correspondence and maintained communication with members.

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  St. Jude Children's Research Hospital

  • Seattle, WA

  • Event Marketing Intern

    • May 2007 - Aug 2007
    • Seattle, WA

    ∙ Provided support to St. Jude's marketing and fundraising efforts.∙ Coordinated mailings and events.∙ Maintained social media.∙ Planned, prepared, and attended fundraising events.

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  Key Bank

  • Client Relations Representative

    • Aug 2002 - Feb 2007

    ∙ Trained new hires and supervised tellers.∙ Performed advanced client relations functions.∙ Processed merchant services transactions.∙ Worked diligently to meet sales goals.∙ Independently operated the drive-up facility.