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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

Fort Myers, Florida Area

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