Michael Hadden Email & Phone Number

I am a seasoned leader with 20+ years of experience in the brokerage industry and 14+ years of leadership experience at E*TRADE Financial/Morgan Stanley. As the Head of Service Optimization, I am responsible for driving improvements in customer experience, satisfaction, and efficiency through workforce management, planning & analysis, customer insights, service to sales, and quality assurance. My extensive leadership experience on customer facing as well as operational support teams includes overseeing numerous lines of business and implementing successful initiatives that have led to notable improvements in key metrics.With my strong project management skills and ability to develop strategic plans, I have a track record of leading teams to achieve business objectives, and driving improvements in customer satisfaction, average handle time and agent adherence.Prior to my current role, I have held multiple leadership positions at E*TRADE, including managing contact center sites and customer segments. Additionally, I have also gained valuable experience as a client relationship manager, delivering white glove service and growing and retaining high-value clients.Specialties: Organizational Leadership, Service Recovery, Customer Satisfaction and Voice of the Customer, Multi-Site Team Leadership, Project Management, Strategic Planning.

Listed skills include Crm, Financial Services, Leadership, Series 7, and 16 others.

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  University Of Florida - Warrington College Of Business

  Finance And Management