Richard W. Email & Phone Number

San Jose, Ca, Us

San Jose, California, Us

In an era of transformative change for Excite Credit Union, I led the charge in redefining retail strategy, intertwining it seamlessly with facilities and channel strategies to amplify member engagement and operational efficacy. My tenure was marked by the leadership of strategic projects that included branch renovations and the construction of new branches, each meticulously crafted to elevate the member experience. With a keen focus on innovation, I launched member experience initiatives that set new industry standards for service excellence. Under my stewardship, the retail branches and digital experiences flourished across various regions, demonstrating unparalleled leadership in managing multi-regional operations. My initiatives not only spurred community engagement and membership growth inSanta Clara, CA, and New Hanover, NC but also enhanced CRM systems integration, optimizing technological solutions for peak business performance.Accomplishments:• Secured the prestigious CX Organization of the Year award from the DiJulius Group, alongside consecutive “Best of the Best” Awards for exceptional Net Promoter and Member Effort Scores.• Engineered a 35% surge in Net Promoter Score (NPS), showcasing a marked improvement in member loyalty and satisfaction.• Revitalized Excite Wealth Management with updated broker/dealer partnerships and an expanded financial product suite, enriching the member service experience.• Established strategic partnerships across various functions, significantly enhancing member satisfaction and propelling credit union profitability.

Madison, Wi, Us

At TruStage (formerly known as CUNA Mutual Group) in the San Francisco Bay Area, I held the critical role of Account Executive, where my primary responsibility was fostering robust growth and strengthening relationships with key credit union accounts. In this dynamic environment, I championedstrategic sales initiatives and led a sales team with a steadfast focus on consultative selling. This approach was carefully aligned with the strategic objectives of credit unions, ensuring that every action taken was in service of their goals. I adeptly managed the execution of service level agreementswith partner credit unions, affirming our commitment to delivering promised services. Furthermore, I harnessed performance metrics to refine sales and territory plans, significantly boosting profitability and optimizing the efficiency of resource allocation. My tenure was characterized by a proactive approach to meeting the evolving needs of credit unions, ensuring that our strategies were always ahead of the curve.Key Accomplishments:• Spearheaded the achievement of profit and growth targets by developing and executing comprehensive strategic sales plans.• Leveraged insights from detailed business analyses to continuously refine and enhance sales strategies, ensuring they met the evolving needs of credit unions effectively.• Crafted and presented tailored proposals, skillfully managing the entire sales cycle from negotiation to closure while maintaining precise records of sales activities.• Cultivated a deep understanding of the credit union market, aligning our sales approach with industry trends and shifts to maintain a competitive edge.

Madison, Wi, Us

In my pivotal role, I was instrumental in driving substantial growth in protection product sales and member engagement through the innovative Lender Development Program (LDP). Collaborating across all stakeholder levels, I championed lending and retail enhancements, leveraging solution-selling andlean principles. My guidance propelled credit unions toward improved management practices and operational efficiency, keeping pace with competitive market dynamics. I spearheaded system enhancements to the Lending Operating System LOS, significantly improving its efficiency andautomation capabilities.Accomplishments:• Catalyzed a 20% increase in territory penetration and sustained revenue growth over five years through strategic enhancements to the program.• Honored with the ‘Power Player’ award for outstanding achievements in territory penetration and revenue growth, propelled by focused product growth strategies.• Surpassed revenue targets and penetration goals, achieving a 92.6% revenue increase and a 98.4% rise in product penetration over a span of five years.• Led cross-functional initiatives to introduce new lending products, fostering revenue growth and strengthening partner relationships.

Virginia Beach, Va, Us