Kori Kemerer Email & Phone Number

Austin, Texas

In this role with Q2 Software, I lead a high-level technical support team for clients and financial institutions (FIs), oversee the support experience and relationships with Tier 1 FIs with the majority of Q2's banking and customer base. I supervise a team of Application Support Engineers (ASE) and Application Support Analysts (ASA) to provide full-scale technical application support and customer support to Tier 1 level clients. By fostering partnerships with multiple organizations including Sales, Dev/Engineering, IT, HR, and Professional Services, I was able to improve inter-company communications and to coordinate on cross-functional projects and outcomes for Q2 Support.A few of my key achievements from this role include:• I developed a comprehensive plan to restructure support organization quality by monitoring processes to update internal procedures, first contact resolution, escalated tickets, and root cause analysis through coaching.• I increased employee satisfaction and improved customer support efficiency through completion of Support Realignment Project that streamlined team support activities and standardizing responses to common issues.• I exceeded quarterly goals regarding SLAs for most FIs with current attainments at 91% for Time to First Response, 85% for Time to Resolution, and NPS 70.• I created 2020 roadmap for Corporate and Central Support to scale twice the current size based on forecasting and demand planning of Q2's growth.

Austin, Texas Area

At BBVA Compass Bank, I managed the branch of a large Austin banking center ensuring exceptional customer service and increasing sales in deposits, loans, insurance, and investment product sales both inside and outside of assigned portfolio. I actively recruited, interviewed, and onboarded new team members, provided all training, development, daily coaching, and interaction with team to motivate and track goal achievement and success building. I monitored profits and losses for banking center as well as portfolio management involving real estate lending, all lines of credits, and prospects. Maintaining an environment of solutions, innovation, and continuous improvement was crucial to this position and to the overall success of the bank. In addition, I attended monthly meetings with senior management to present strategy.Some examples of the value I provided include the following:• I devised a profiling tool within Salesforce to maximize sales and identify opportunities.• I collaborated with branch leaders and teams and achieved status of Top 5 in the country for Austin District.

Austin, Texas Area

• Ensures branch profitability, sales and growth goals are met or exceeded.• Manages losses and other risk issues within acceptable guidelines.• Ensures day-to-day branch operations are performed and completed accurately.• Uses effective judgement to make sound decisions while minimizing the credit union’s risk exposure.• Ensures that all brach operations and audits are performed consistently, accurately and in compliance for guideline, policies and procedures.• Ensures branch receives passing scores on all surprise audits.• Establishes and maintains key member relationships with both consumers and business members.• Coaches and supervises all retail branch staff in sales and servicing activities.• Manages all delivery channels to members - loan applications, deposit opening/servicing, teller servicing - to ensure that organizational service levels are maintained or exceeded.• Coordinates and leads branch acquisitions and prospecting, including Amplify@work opportunities.• Fosters and maintains an atmosphere of solutions, innovation and continuous improvement.• Conduct weekly meetings with staff to ensure the branch is on track and share business updates.• Review and approve all submitted expense reports for payment.

Austin, Texas Area

As the Financial Center Manager, I directed daily operations of Credit Union facilities, ensuring that branch attained organizational, financial, operation, and service goals and that teams scaled with growth plans and that all compliance with all policies, procedures, and data integrity. I utilized statistics and cost analyses to monitor branch performance, prepared monthly periodic statistical and operational supports, financial, and regulatory reports required by laws, regulations, and the Board of Directors. I reviewed, evaluated, recommended, and implemented operational improvements, processes, and reporting.Some of my most successful accomplishments included the following:• I was selected as one of five leaders to engage in an innovative committee to enhance and implement Credit Union technology, products, and services.• I achieved all sales requirements and customer satisfaction rankings, remaining one of the consistently highest performing branch managers in the company.

Austin, Texas Area

In this role, I oversaw branch activities for a branch with $50-90M in combined loans and deposits, providing daily growth coaching for staff on sales, customer service, and operational performance to achieve revenue targets. I spearheaded career development, performance management, and recognition for large group of staff. I devises and delivered individualized coaching sessions as well as semi and annual performance reviews. I coached and mentored team members to deliver world-class customer service.Some of my proudest contributions were:• I implemented a new teller system and future upgrades in coordination with technology team.• I improved overall branch production by 44% in all major categories in 2013.

Cleveland/Akron, Ohio Area

As Branch Manager of Third Federal Savings and Loan, I headed daily banking operations at a large traditional financial institution, supervising a team of 18 people. By created a cohesive team environment, I promoted developing and growing relationships, effectively managing situations, demonstrating openness to alternative methods, and addressing needs, concerns, and priorities of customers. I educated employees on policies and procedures, encouraged independent problem solving, teamwork, innovation, and delivering superior customer service. I evaluated performance metrics to identify areas of improvement and assure compliance with regulatory laws and rules.A couple of key achievements were:• I reduced costs by controlling payroll, organizing schedules and securing cash handling and maximized profitability by creating awareness of bank services and products and providing these tools to staff.• I established and trained startup teams on location in the construction and opening of new branch offices in Florida.

Fort Myers, Florida Area

-Administered the daily branch office operations and supervision of supporting bank personnel.-Generated new business and loans by performing product presentations to existing and potential customers.-Established a teamwork atmosphere and coached direct reports on the proper behaviors, sales techniques, service expectations and compliance guidelines to guarantee and deliver the highest in customer satisfaction.-Managed and provided first point of contact in customer service needs for difficult customer situations and inquiries, problem escalations and service issues, as well as referring customers to appropriate loan departments.

Fort Myers, Florida Area

• Managed and oversaw all business operations of the branch office.• Reviewed, analyzed and presided over investigations and security policies.