Laura Mathieu Email & Phone Number

United States

Leads a dynamic team of Community Managers to improve financial health of customers and build community trust.

Dallas/Fort Worth Area

Streamlined customer experience and defined employee roles as executive sponsor of Agile pod redesigning and simplifying incentive and pay structure for retail bank associates. Developed sales and service strategy focused on gaining primary banking relationship for new customers and increasing existing client business across all products. Designed high-performing teams focused on building brand through customer service and community outreach in Austin, San Antonio, Dallas, Houston, and Louisiana. Generated talent pipeline, assessed current talent, and implemented coaching system focused on career development to increase associate engagement and maximize customer service. Created inclusive culture and promoted diversity leadership for healthy engagement across differences, moving culture beyond identity acknowledgement to identity inclusion. Directed newly created region through merger rallying teams behind common vision and set of goals, articulated critical priorities, and built system of accountability and recognition for teams. Collaborated with headquarters, delivering new products and customer interaction model, including shifting from desktop stations to mobile iPads and branch redesigns.• Decreased voluntary attrition, increased associate engagement by 10%, and increased KPI performance from last to second place, achieving “Best in Bank” status across retail organization.• Designed new branch format and interaction model in Austin and Boston, delivering digital-first strategy, and led first test market to launch new products and customer service model.• Served as executive sponsor of Agile pod, developing integrated role that serviced whole client across all customer interaction channels. Condensed individual branch roles from 12 to one while improving customer service.• Led branch and Café Women’s diversity network as Executive Sponsor.

Houma, Louisiana

Led sales and service experience for branches in a three parish (county) market. Built and developed teams for 25 service locations across Louisiana, including coaching, training, and development. Delivered financial and operational analysis to senior-level executives with a focus on building a new sales strategy and service processes.Created a sales culture across 19 branch teams in South Louisiana to increase market share and customer experience. Led teams through crisis management during Hurricanes Katrina and Rita, including setting up courier and communication systems between South Louisiana branches and providing shelter for impacted associates.• Moved to #1 position in market share in Louisiana.• Converted branches to new Touchpoint servicing platform.• Achieved #1 ranking in Home Equity lending.• Created a centralized service position across branch network in Louisiana.

Mba, Business Management

Activities and Societies: Treasurer, Student Programming Association

B.S., Finance