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 successfully improved interactions through IVR, secure messaging, and phone-based channels.• 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 improved associate adoption of strategic initiatives tied to organizational change management activities. Additionally, my team serves as Product Owners of the Contact Center CRM platform, collaborating with Agile teams to enhance the customer experiences while driving operational efficiency, delivering value to the business and improving the associate experience. Through the ideation platform, we leverage insights from client-facing associates to uncover continuous improvement opportunities, resulting in measurable gains in targeted key performance indicators.• 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 communication strategies, I ensure seamless information flow and alignment across the organization.

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 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 successfully improved interactions through IVR, secure messaging, and phone-based channels.• 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 improved associate adoption of strategic initiatives tied to organizational change management activities. Additionally, my team serves as Product Owners of the Contact Center CRM platform, collaborating with Agile teams to enhance the customer experiences while driving operational efficiency, delivering value to the business and improving the associate experience. Through the ideation platform, we leverage insights from client-facing associates to uncover continuous improvement opportunities, resulting in measurable gains in targeted key performance indicators.• 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 communication strategies, I ensure seamless information flow and alignment across the organization.

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 center operations and enhance customer experiences.• 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 processes and drive efficiency. Achieved measurable improvements in velocity of referrals, referral conversion rates, and customer satisfaction.• Communications Management - Developed and implemented a comprehensive intra-organizational communications strategy. Identified key messaging to align with business objectives and maintained effective messaging channels and platforms. Designed and executed targeted communications plans to ensure employee readiness for key organizational initiatives. Fostered a culture of transparency and collaboration through proactive communication.• 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 innovation and capturing valuable insights. Leveraged data and feedback to refine processes, optimize performance, and scale successful initiatives.

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 surpassed organizational growth goals and client experience goals including new accounts, funded dollars, referral conversion, Net Promoter (NPS), Customer Satisfaction with Agent (CSAT), and First Call Resolution.• 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 readiness of contact center teams during change management initiatives, facilitating a smooth transition and minimizing disruption to associates and customers.

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 expansion of the customer base. • 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 development; Oversee matters of zoning and land use planning; Execute community improvement initiatives.

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 effective guidance for clients. • 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, tailored to their specific needs. • 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 organizational goals.

Master Of Business Administration (Mba), Business

B.A., Political Science