Chris O. Email & Phone Number

Clearwater, FL, US

Alexandria, Virginia, United States

• Responsible for ensuring exceptional and consistent experience is delivered to our members across all the credit union’s products, services, and channels
• Develop and implement the strategic direction for the Retail Branch Network, Call Center and Digital, coaching teams that deliver a high level of member service to internal and external members
• Continually evaluate business trends, methods, and practices to improve the member experience
• Empowering employees to make member-centric decisions and coach leaders to identify and understand their employee’s experience and needs
• Measure and track the impact of strategic initiatives and key performance indicators (KPI) using data analytics
• Work in concert with various internal partners to develop and launch campaigns designed to improve member satisfaction, loyalty, and brand image

Orlando, Florida Area

• Supervise financial operations to support all Florida branches and residential mortgage origination service delivery activities, handling $54M credit union’s consumer loan membership program and $95M deposit growth.
• Helped grow CU $750M in assets to $2B through strategic project management and relationship building
• Oversee 75+ bi-coastal employees by employing Agile team development and overseeing direct reports while managing CRM engagement and data quality, validating relevant business policies and processes
• Improve multiple member-facing and back office management, such as Florida branch network, CRM, employee engagement, governance, and administration
• Play key leadership role as active committee member of Asset Liability Committee (ALCO), Operations Committee, Leadership, Development, Safety, and Soundness CommitteeAdministration (NCUA), Bank Secrecy Act (BSA), and.
• Lead MicroStrategy and business intelligence projects enterprise wide

Tampa, Florida, United States

• Directly assisted the Sales Executives handle service requests for 55 banks, credit unions and lending firms across the US by buying and selling loans from secondary market, such as banks, CU, and financial organizations
• Facilitated sellers by developing solutions to solve lending issues while uncovering trends to manage a $500M loan pipeline

Tampa/St. Petersburg, Florida Area

• Managed operations department comprised of 3 underwriters, 2 processors, and 2 funders with $30 - $50M in monthly residential loan production
• Earned First NLC’s Shooting Star Award during 1st year of employment based on excellent performance

Tampa/St. Petersburg, Florida Area

• Performed residential mortgage underwriting for high-volume company exceeding $100M in monthly origination and sold loans, delivering sub-prime, Alt-A, and prime residential loans across the US
• Accomplished $500K in approval authority for government and portfolio residential loans
• Collaborated with brokers, account executives, managers, and funders to solve underwriting disagreements
• Gained underwriting proficiency in income, appraisal, and title documentation

Tampa/St. Petersburg, Florida Area

• Serviced existing clients’ financial needs by maintaining a positive relationship to strengthen future business
• Cultivated robust business relationships through active community participation

Pinellas County Florida

Bachelor Of Science - Management, Business Administration And Management, 3.95 Gpa

Activities and Societies: Delta Mu Delta, Lambda Sigma - National Business Honor SocietyMy BSM degree developed my professional knowledge.

Associate Of Arts (A.A.), General Studies