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Work Background
The John Maxwell TeamOwner, Chris Saunders Consulting
Mar. 2018Adding value any place I am needed!Customer Experience Consultant, Leadership Coach, Mentor, Trainer and Motivational Speaker. Creating value by lifting others up!
University Federal Credit UnionManager of Member Services
Feb. 2011 - Mar. 2019Austin TexasKey Accomplishments: -Expanded a team of 28 Member Service Representatives and leadership to a team of 62 to better meet member needs. Created a successful Onboarding Team with a focus on deepening member relationships. Participated on the core teams for 3 major projects including an Online Banking upgrade, new phone and IVR system implementation and the creation of a new Collaborative Intranet. Duties: -Collaborated on redesign of phone tree to create more efficient, customer-friendly call routing -Developed more relevant job descriptions, resulting in hiring more qualified and corporate culture-appropriate employees and less attrition -Created and implemented new roles, enhancing processes and enabling quantitative/qualitative measurements of success, improving customer services and center capacity -Developed a shadowing process across departments to fulfill executive initiative of breaking down silos and building better understanding and continuity organization-wide -Liaised with multiple vendors, building mutually beneficial relationships -Participated in creating and implementing improved CRM system -Developed readiness team to devise and implement new online banking and bill pay system -Received lean Six Sigma training, enhancing expertise and efficiency focus -Attained service levels of under 45 seconds average speed to answer, 5% or less abandonment rate and service scores of 90% or more -Led team to achieve 10% growth in sales year over year
Regions Financial CorporationRetail Manager and Business Development, VP
Nov. 2006 - Feb. 2011Austin, Texas Area-Led development, opening and growth of de novo branch -Coached team to exceed sales and career goals, providing supportive environment -Expanded deposit base and loan portfolios through business development, joint efforts with other lines of business and small business growth -Built brand, goodwill and awareness through community involvement, networking events and telephone campaign -Created/facilitated senior management meetings for group coaching, sharing success stories and celebrating accomplishments, building cohesive, enriched work environment -Partnered with leaders from other regions to develop goals, actions and best practices to apply in future de novo branches and new markets
Wells FargoRetail Store Manager, VP
Feb. 1990 - Nov. 2006AustinStore Manager IV (Far West, Westlake and Jefferson) -Nurtured and managed successful sales team with high net worth customers, guiding team to attain personal best and deliver superlative customer service -Handled community service initiatives, collaborating with schools, churches and civic groups -Trained team and facilitated corporate culture in several branches, member of committee dedicated to orientation/acclimation of new employees at all levels -Contributed to development of group interview process Store Manager II (Dell) -Developed and coached successful sales team, meeting all compliance and customer service standards -Won numerous awards for sales achievements -Fostered rapport with Dell executives and building managers, building corporate brand and presence Assistant Store Manager II (Dell and Far West) -Partnered with Store Manager in team building, guiding staff in training during ownership transfer -Supervised operations to ensure all standards met -Improved customer service through ongoing team coaching and conducting S.U.R.G.E. training program
Wells FargoBanking Services Management
Feb. 1990 - Nov. 2006Austin, Texas AreaPersonal Banker (Round Rock) -Marketed products to new and existing customers, demonstrating comprehensive understanding of customers’ needs and portfolio of product options, attaining top tier sales goals -Sustained long-term customer relationships through attentive, knowledgeable service Teller Supervisor II (Round Rock) -Led team of nine tellers, motivating success and coaching in job performance -Handled HR duties including training staff in sales/service techniques and conducting employee reviews -Conducted operational/security store audits and inputted to strategic direction and facility management Banking Services Manager (Jefferson and Downtown Banking Centers) -Handled staffing, team coaching in cross selling, employee reviews, security audits, consumer lending, share loans and collaborating on policy/procedures development -Managed team coaching in cross selling and supervising tellers and financial counselors -Built successful business relationships with individuals and local companies Senior Financial Counselor, ODP (Round Rock Banking Center) -Worked closely with customers on optimizing investments and bank services -Managed personal loans, new accounts, certificates of deposit and approval of large deposits/consignments -Trained financial counselors and employees in loan input/decision making -Identified and developed new business opportunities for affiliate mutual fund and annuity company
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