Mandy Olson Email & Phone Number

∙ Drive innovation and influence product design to surprise and delight members.∙ Curate experiences that make members feel valued and impressed.∙ Serving as chief member advocate, create frictionless experiences across all channels and delivery systems.∙ Direct robust research using experience journey mapping and design thinking to better understand members’ motivations, needs, and experiences.

Yakima, Washington Area

∙ Supervise CX Team to ensure a consistent Member Obsessed approach is taken with regard to all member communication.∙ Create and administer Solarity's Service Standards that all staff adhere to on a daily basis.∙ Create, launch and maintain survey touchpoints for all channels.∙ Lead creation of Personas, Empathy Maps and Journeys of assigned channels.∙ Manage and/or conduct direct Member research.

∙ Initiated contact with new members to ensure a consistent member onboarding experience.∙ Responded to 100% of member feedback surveys.∙ Outreach to existing members to deepen the member relationship through the reboarding experience.

∙ Created training curriculum for a wide array of training, including training related to operations, sales, service, and coaching/leadership topics.∙ Conducted training classes.∙ Supported training facilitated by internal and external subject matter experts by arranging and tracking completion of course and making all other administrative arrangements.∙ Primary facilitator of new hire orientation and the first in line contact point for in-person communication with newly hired employees.∙ Administered and reviewed effectiveness of on-the-job training for newly hired employees.∙ Tracked required trainings for each employee as outlined in annual training plans.∙ Monitored, evaluated and recorded training activities and program effectiveness by creating and monitoring return on investment measures.

∙ Managed branch operations, maintenance, and expenses.∙ Served as the primary loan officer.∙ Directed branch sales and business development plans while working diligently to meet and exceed established service and sales expectations and goals.∙ Coached and directed branch staff.∙ Maintained the credit union reputation by continuously seeking opportunities for growth and positive public relations on a daily basis while serving in the community.∙ Protected member assets while ensuring branch security.∙ Certified CUNA CML trainer - provided program training to new hires and provided refresher training for all staff.

∙ Created promotions, campaigns, and communication pieces.∙ Met with media and advertising consultants to coordinate media buys.∙ Created and maintained all social media including Twitter, Facebook and YouTube.∙ Prepared and communicated e-mail marketing campaigns.∙ Maintained and updated credit union website.∙ Coordinated and executed all financial literacy efforts.∙ Prepared and taught money management topics to students at local schools.∙ Managed the Davis Student Credit Union, a High School branch with 15 student tellers.∙ Oversaw all youth program efforts, including deposit days at local elementary schools.∙ Researched and maintained programs to select market segments.∙ Ran Scholarship program.∙ Coordinated and attended local events including parades, county fair, youth account holder activities, local festivals, and more.∙ Redesigned all forms and letters for consistent correspondence and maintained communication with members.

Seattle, Wa

∙ Provided support to St. Jude's marketing and fundraising efforts.∙ Coordinated mailings and events.∙ Maintained social media.∙ Planned, prepared, and attended fundraising events.

∙ Trained new hires and supervised tellers.∙ Performed advanced client relations functions.∙ Processed merchant services transactions.∙ Worked diligently to meet sales goals.∙ Independently operated the drive-up facility.

Master Of Business Administration (M.B.A.), Business, Management, Marketing, And Related Support Services

Bachelor Of Science (B.S.), Communications; Public Relations; Tourism Management

Communication And Media Studies