Chad Baucom Email & Phone Number

Jacksonville, FL, US

• I lead a customer-centric business enablement team which drives continuous improvement initiatives within the consumer contact center environment.
• Strategic Operational Efficiency: I excel in end-to-end process management, identifying and delivering targeted process design solutions, and implementing technology enhancements within the consumer contact centers.
• Customer Experience: Delivering tools and resources that deliver a world-class client experience across multiple channels, intake points, and products. By driving CI and customer-centric enhancements, I have.
• Platform Management: I successfully deployed the Contact Center Learning Solutions Content Delivery Platform at EverBank, delivering a customizable and effective platform for client-facing teams. This resulted in.
• Internal Communications Management: I design, drive, and implement ongoing communications programs for multiple business units, including client-facing teams and business enablement teams. Through effective.

Jacksonville, Florida, US

• I lead a customer-centric business enablement team which drives continuous improvement initiatives within the consumer contact center environment.
• Strategic Operational Efficiency: I excel in end-to-end process management, identifying and delivering targeted process design solutions, and implementing technology enhancements within consumer and business banking.
• Customer Experience: Delivering tools and resources that deliver a world-class client experience across multiple channels, intake points, and products. By driving CI and customer-centric enhancements, I have.
• Platform Management: I successfully deployed the Contact Center Learning Solutions Content Delivery Platform at TIAA Bank, delivering a customizable and effective platform for client-facing teams. This resulted in.
• Internal Communications Management: I design, drive, and implement ongoing communications programs for multiple business units, including client-facing teams and business enablement teams. Through effective.

Jacksonville, Florida, US

• Designed and execute data-driven continuous improvement initiatives in alignment with organizational goals and initiatives. Identify areas for improvement, develop strategies, and implement changes to optimize contact.
• Project Manager – Led the successful implementation of the Contact Center Enterprise-to-Bank Referrals Program. Oversaw end-to-end project execution, collaborating with cross-functional teams to streamline referral.
• Communications Management - Developed and implemented a comprehensive intra-organizational communications strategy. Identified key messaging to align with business objectives and maintained effective messaging channels.
• Pilot Program(s) Management – Designed, deployed, managed, and evaluated the success of multiple pilot programs within the contact centers. Aligned pilot programs with strategic organizational priorities, driving.

Jacksonville, Florida, US

• Served as the Bank Site Leader of the Charlotte, North Carolina TIAA Bank Consumer Banking Contact Center:
• Demonstrated expertise in sales management, possessing comprehensive knowledge of banking products and processes to drive revenue generation and deliver outstanding customer experiences. Consistently achieved and.
• Achieved significant improvements in employee retention, including decreased turnover rates, increased average employee tenure, and reduced associated employment costs.
• Employed a positive and mentoring leadership style, prioritizing training, development, motivation, and skill maximization for teams, leaders, and individual contributors.
• Played a key role in the Contact Center EverBank/TIAA Merger Transition as TIAA Direct SME, leading and participating in various initiatives associated with the EverBank/TIAA consolidation. Ensured operational.

Jacksonville, Florida, US

• Consistently delivered exceptional results by consistently meeting and surpassing individual goals and targets throughout the Midwest region.
• Successfully achieved and exceeded targeted referral growth goals, demonstrating an ability to drive and capitalize on referral opportunities while surpassing organizational expectations.
• Led the region in customer acquisition, surpassing regional goals and exceeding organizational targets. Demonstrated a strong ability to identify and capitalize on growth opportunities, resulting in a significant.
• Collaborated with SharePoint Developers to develop and deploy an effective referral distribution and management platform, optimizing lead management, enhancing customer engagement, and improving business outcomes.

Harrisburg, NC, US

• Elected Official, Member of the Harrisburg, NC Town Council
• 1st Term, 2009-2013 | 2nd Term, 2013-2017
• Harrisburg Economic Development Committee (2009-2017).
• Mayor Pro Tem, 2014 to 2015
• Oversight of Town Manager who supervises an organizational structure of 200+ employees; Formulation, development, and negotiation of a $20 Million annual operating budget; Enhance communication; Promote economic.

San Francisco, California, US

• Leveraged a consultative sales approach to consistently achieve and surpass sales goals for targeted products. Demonstrated a results-oriented mindset and a track record of exceeding expectations.
• Extensive experience in working with diverse loan programs, including Conventional/Conforming, VA, USDA, and Portfolio loans. Possess a comprehensive understanding of their unique underwriting standards, enabling.
• Built strong, lasting relationships with clients by delivering exceptional customer service throughout the entire loan process, from the initial application to closing. Ensured a seamless and personalized experience.
• Expertly aligned the features and benefits of lender financing options with the unique requirements and goals of customers, ensuring the best possible match and delivering optimal financing solutions.
• Achieved 2013 LendingTree President's Club Certification.
• Wyndham Capital Mortgage (WCM) was acquired by SoFi in 2023.

Fort Mill, SC, US

• As a Senior Sales Agent with Red Ventures, I provided individual consumers and small businesses with cutting-edge high-speed internet and telecommunications solutions offered by Clearwire Corporation.
• Performance: Consistently ranked within the top 10 percent of agents within the Clearwire team, and company-wide. Strong track record of exceeding sales targets.
• Customer-Centric Approach: Delivered positive client outcomes by providing tailored solutions that align with the unique requirements of each individual or small business.
• Cross-Selling Expertise: I effectively leverage the extensive product portfolio offered by other Red Ventures brands, enhancing the value proposition for customers and achieving cross sell targets to meet and exceed.

Master Of Business Administration (Mba), Business

B.A., Political Science