Experience

Frontwave Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• Director of Branch Experience

  • Sep 2022 - Present



First Financial Credit Union

• United States
• Banking
• 1 - 100 Employee

• Director of Sales, Customer Service & Employee Engagement | Interim Branch Manager

  • 2021 - 2022

  • Direct sales, customer service, and employee engagement efforts for the First Financial Credit Union, an $800M+ credit union for Southern California educators. • At the same time, serve as interim manager of the Montclair branch. • Helped increase net profitability by 871%, credit union membership by 24%, and total assets by 42%. • Outperformed the industry average for customer satisfaction by 94%. • Completely revamped our auto buying and auto loan business lines. Expanded production of our member-only auto buying service (PALM) by 120%. Grew full-cycle member retention by 138%. Increased auto loans by 54%; this added $53M in net new annual revenue. Added 500% more dealer discount relationships.• Significantly expanded our lending business lines. Increased personal loans by 34%; this added $28M in net new annual revenue. Grew real estate loans by 17%; this added $27M in net new annual revenue. Streamlined real estate loan funding time by 70%. • Designed, developed, executed, and evaluated 50+ major internal sales campaigns. Increased average campaign sales revenue by 45%. Improved timeliness of sales campaign launches by 335%.• Built out annual campaign calendar, and unified messaging across campaigns. Improved likelihood of achieving sales goals by 87%. Train all frontline employees on trusted advisor sales techniques. • Present regularly to the CEO, executive leadership, and board of supervisors on market trends and retail delivery. • Engage 80 employees across 10 physical branches, 1 digital branch, and 1 call center. Outperformed the industry average for staff retention by 215%. • Developed employee scorecards; created annual employee incentive and recognition programs; and spearheaded employee-suggested philanthropic outreach. Show less

• Director of Sales, Customer Service, Facilities & Employee Engagement

  • 2018 - 2021

  • See above for key operational and sales accomplishments.• Managed $16M in facilities across 2 corporate offices and 10 branch centers.• Created scorecard to track key facilities metrics. Improved turn-around time on facility service requests by 86%.• Oversaw move to $7M corporate headquarters.• Re-bid or re-negotiated key contracts; created service-line agreements; and fostered key vendor relationships.

• Director of Sales, Customer Service & Employee Engagement

  • 2015 - 2018

  • See above for key accomplishments.

• Director of Sales & Customer Service

  • 2014 - 2015

  • See above for key accomplishments.

• Sales & Service Analyst

  • 2012 - 2014

  • See above for key accomplishments.

• Auto Buying Advisor Supervisor

  • 2010 - 2012

  • See above for key accomplishments.



Realtor.com

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Digital Marketing Consultant

  • 2010 - 2010

  • Sold online, print, and direct mail advertising to realtors nationwide. • Ensured client satisfaction for multiple books of business. • Sold online, print, and direct mail advertising to realtors nationwide. • Ensured client satisfaction for multiple books of business.



Automotive industry

• San Bernardino, California, United States

• Sales & Leasing Manager

  • 2007 - 2010

  • Managed auto sales and leasing efforts at Center Chevrolet & Mazda; Spreen Honda; and Moss Bros. Jeep, Chrysler & Dodge. • Achieved 110% of sales to goal. • Managed auto sales and leasing efforts at Center Chevrolet & Mazda; Spreen Honda; and Moss Bros. Jeep, Chrysler & Dodge. • Achieved 110% of sales to goal.