John Stillman Email & Phone Number

Spokane, Wa, Us

In this role, I'm responsible for oversight of the Contact Center Onboarding and Mentor Programs. This includes coordinating with Learning & Development Specialists, Mentors, division leadership, new employees, and additional business units as needed to ensure the success of each new employee. I collaborate with various business areas, track policies and processes, and implement programs that support employee and member advocacy and assess the overall success of the program.

In this role, I'm responsible for managing and maintaining a secure messaging channel strategy, leading an effort to coordinate and drive enterprise-wide channel usage and functionality that enhances member experience. Develops and monitor Secure Messaging Consultants, providing employees support with research and maintenance of Credit Union products and services. I directs process improvements, resolve member escalations, oversee applicable knowledge base content, serves as business operations lead on campaigns, and support the quality auditing of work completed by Secure Messaging Consultants.

Spokane, Washington Area

BECU is the fourth largest credit union in the nation. I provide moderation, reporting, and response across all BECU's social media channels while aligning with brand strategy and maintaining positive brand reputation. Responsible for delivering responsive, accurate, and courteous interactions across multiple social and review site platforms. Accountable for monitoring, listening, and initiating social conversation, connecting with influencers and analyzing online activities.► Helped create and grow BECU online member community by 100%.► Continued to lead social response with a response rate in the 95 percentile.► Earned Community Strategy & Management Certification from CMX. ► Created and facilitated social media response training, including hosting round table discussions at Customer Experience for Financial Services (CXFS) conference.

In this role, I contributed to the implementation of a Voice of the Member (VoM) program with the specific goal of understanding the drivers that result in product and service utilization and member loyalty. I derived insights from both structured (survey) and unstructured data (open-ended, speech/text, social) and had broad authority in the design and deployment of customer listening posts. I collaborated with a cross-section of the organization to deliver key findings to improve and safeguard the member experience while also supporting organizational goals and objectives.► Social community engagement efforts resulted in thousands of member responses, exceeding response time targets 90%. Ranked in the 97th percentile for response rate. ► Exceeded response time targets, resulting in doubling social response volume.► Lead process and strategy documentation initiatives for social channels ensuring our practices are compliant and pose little to no risk to brand reputation. ► As subject matter expert, co‐lead the design and structure of a new BECU online community platform resulting in an on-time product launch, including site design, insights panel & governance.

In this position, I support the implementation of Servicing, Retail and Contact Center strategies by directly focusing on continuous learning, development, and effectiveness, including onboarding and assimilation, sales tools and resources, improved coaching techniques and skills assessment process. While my title was Experience Delivery and Performance Manager, my primary role was that of a community manager, providing member care via social media channels to engage, respond and resolve member inquiries and service-related issues. Provide member feedback and reporting that quantified the effectiveness of social media campaigns and member successes/pain-points. Shared responsibility for Member Care Strategy, point of contact for emergency communications, and compliance and audit response.► Reduced social response time by 62%. ► Increased response to members by 21.5%. ► Increased followers by roughly 8% on FB and Twitter.

Responsible for developing and delivering customized coaching support aimed toward building a higher-performing and more engaged workforce. Collaborate with internal resources to provide support in the design, development, preparation, and delivery of training initiatives. This includes the Mentor Program, new employee on-boarding, member experience, and Social Media. Provide expertise, advice, and guidance to internal departments to ensure consistent and remarkable member experiences. ► Researched and addressed operational gaps through Social Media, Message Center, and Experience Program Interaction Review and assessments. Created and implemented a Member Care Social Media strategy, collaborating internally to improve response time from days to hours. ► Co-designed, tested, communicated, and launched The Optimized Experience Program within the Contact Center. This initiative provided insight and lent practical experience to internal proficiency definitions to increase employee engagement, reduce handle time and ensure each interaction reflects the BECU brand.► Administered the Mentor program in our Spokane Operation Center coordinating each aspect ‐ selection, training, communication, and assessment of each mentor which deepened our bench of mentor talent and increased new hire time to proficiency during onboarding.► Examined and composed insights delivered to Contact Center leadership on theories to improve the employee onboarding experience and preparedness. In partnership with Contact Center leaders, developed plans that neutralized obstacles specific to the time to proficiency of new employees.

Bachelor Of Arts (Ba), Art/Art Studies, General

Bachelor Of Science (Bs), General Studies