Jack Laude Email & Phone Number

Chicago, Il, Us

Salt Lake City, Utah, United States

- Led the definition and implementation of success measures for customer satisfaction programs, aligning NPS metrics with organizational goals to deliver meaningful insights into the customer experience.- Documented and optimized CRM and NPS infrastructure requirements, ensuring seamless integration of customer feedback systems and enhancing data accessibility for in-depth analysis.- Implemented SMS capabilities within the CRM, significantly improving communication effectiveness… Show more - Led the definition and implementation of success measures for customer satisfaction programs, aligning NPS metrics with organizational goals to deliver meaningful insights into the customer experience.- Documented and optimized CRM and NPS infrastructure requirements, ensuring seamless integration of customer feedback systems and enhancing data accessibility for in-depth analysis.- Implemented SMS capabilities within the CRM, significantly improving communication effectiveness, boosting survey response rates, and driving higher customer engagement.- Managed end-to-end survey processes—from designing survey formats and questions to executing distribution, sending reminders, and collecting feedback—resulting in comprehensive customer insights.- Developed a closed-loop feedback process, ensuring individual customer responses were addressed, leading to increased customer satisfaction and stronger loyalty.- Analyzed customer feedback to identify and act on key trends, providing actionable insights that drove meaningful improvements year over year.- Facilitated cross-functional workshops and discussions, effectively disseminating survey results and driving strategic actions based on identified themes.- Created and maintained NPS dashboards and reports, providing stakeholders with clear, actionable insights and supporting data-driven decision-making.- Built and nurtured strong relationships with external vendors, ensuring seamless execution of NPS surveys and high-quality service delivery.- Innovated new onboarding experiences based on customer feedback and industry trends, resulting in a 15% increase in customer satisfaction scores.- Demonstrated proactive leadership by refining internal processes, improving efficiency, and ensuring alignment across all teams involved in customer experience initiatives.- Developed comprehensive documentation and training materials, supporting internal teams and ensuring consistent execution of customer experience strategies. Show less

Coeur D'Alene, Idaho, United States

- Experienced in defining current and future state journeys for customer acquisition, engagement, and servicing.-Specialization in improving servicing and engagement experiences, including rewards and offers.- Utilize data analytics to map customer journeys, identify gaps, and uncover pain points.- Proficient in tools such as Medallia, Decibel, and Adobe Analytics for tracking and analyzing customer feedback.- Recommend actionable improvements based on insights… Show more - Experienced in defining current and future state journeys for customer acquisition, engagement, and servicing.-Specialization in improving servicing and engagement experiences, including rewards and offers.- Utilize data analytics to map customer journeys, identify gaps, and uncover pain points.- Proficient in tools such as Medallia, Decibel, and Adobe Analytics for tracking and analyzing customer feedback.- Recommend actionable improvements based on insights to enhance the overall customer experience.- Skilled in reporting and presenting complex data-driven insights to influence decision-makers.- Stay up-to-date with the latest CX strategies and devise fresh approaches to uncover insights.- Collaborate with cross-functional teams to address gaps and streamline processes.- Contribute to strategic planning and execution, developing insights and supporting business strategy.- Strong analytical and critical thinking skills to resolve complex business issues.- Establish actionable customer experience metrics aligned with customer preferences and organizational goals.- Drive exceptional results in enhancing customer engagement and profitability in the digital marketplace. Show less

Spokane-Coeur D'Alene Area

I currently provide direction to a remote team of 17 associates that, in tandem, maximize the core functionality of the commercial, deposit, and fraud detection spaces. In addition, I liaise with the Marketing Strategy & Customer Experience groups to ensure first-rate communications are delivered to account holders promptly. Improved the efficiency and effectiveness of the department by establishing new strategies and procedures.Maintained effective liaison with… Show more I currently provide direction to a remote team of 17 associates that, in tandem, maximize the core functionality of the commercial, deposit, and fraud detection spaces. In addition, I liaise with the Marketing Strategy & Customer Experience groups to ensure first-rate communications are delivered to account holders promptly. Improved the efficiency and effectiveness of the department by establishing new strategies and procedures.Maintained effective liaison with multi-disciplined work groups to reach targeted results in a fast-paced environment.Reduced fraud losses on deposit accounts by approximately 20% through implementing strategic action plans.Reduced fraud write-offs by 50% on commercial accounts by establishing fraud prevention and chargeback policies and procedures.Liaison with Marketing Strategy to publish a comprehensive writing guide to be distributed company-wide, accompanied by an interactive course. Show less

Spokane-Coeur D'Alene Area

In this capacity, I delivered strategic direction to a team of 34 associates responsible for managing obscure credit card activity. I supported the seamless transitioning of new hires through executing an effective program. Build an inclusive environment that promoted teamwork and business growth. I evaluated and restructured the department's reporting structure to support sound decision-making.Related Skills: Teamwork, Business Growth, Solutions Delivery, Operational Efficiency… Show more In this capacity, I delivered strategic direction to a team of 34 associates responsible for managing obscure credit card activity. I supported the seamless transitioning of new hires through executing an effective program. Build an inclusive environment that promoted teamwork and business growth. I evaluated and restructured the department's reporting structure to support sound decision-making.Related Skills: Teamwork, Business Growth, Solutions Delivery, Operational Efficiency Following are the highlights of the value I achieved in this role:☛ Enhanced operational efficiency of the department through developing and implementing new approaches and procedures.☛ Managed escalated interactions through directly interacting with customers and suggesting appropriate solutions. Show less

Spokane-Coeur D'Alene Area

In this capacity, I oversaw a wide range of activities, including processing transactions, opening new accounts, and administering business and personal loans. I conducted audits on a monthly basis to identify key areas of non-compliance and prevent monetary loss to the branch. I built lucrative relationships based on trust with customers while maintaining privacy and security. I evaluated the branch's performance month over month and prepared reports for well-informed… Show more In this capacity, I oversaw a wide range of activities, including processing transactions, opening new accounts, and administering business and personal loans. I conducted audits on a monthly basis to identify key areas of non-compliance and prevent monetary loss to the branch. I built lucrative relationships based on trust with customers while maintaining privacy and security. I evaluated the branch's performance month over month and prepared reports for well-informed decision-making.Related Skills: Transactions Processing, New Accounts Opening, Relationships Building, Branch Performance Evaluation, Sales Enhancement Following are the highlights of the value I achieved at Washington Trust Bank:☛ Boosted sales by 8% by suggesting optimal products to consumer and business customers in line with their unique needs. ☛ Optimized skills set and knowledge of new employees through impactful coaching. Show less