Sandra Storey, Ccxp Email & Phone Number

United States

Using my 20+ years of Financial Services and CX experience to help some of Medallia's very best financial services clients elevate their own Customer Experience programs. Providing thought leadership and strategic guidance to clients, helping them establish, grow, and elevate their CX programs; using my learnings as a practitioner to design a better, well-adopted program while helping them to avoid the sharp corners that they have not yet encountered, and driving client success beyond their technology implementation.

Consumer Banking Group

As the CX Implementation & improvement manager provided insights, coaching, tools and resources to line of business leaders to ensure the delivery of the highest level of client experience, including branch, home loans, call centers, small business, an wealth/private banking. Launched surveys for multiple LOBs, partnering with our CX vendor to design the survey platform for the best user experience, solely managed the closed loop implementation process, and provided platform usage and interpretation education. Coached-the-coaches through Service Recovery program principles for lowest performers and developed a Service Standards program with partnership from L&D that resulted in the branch network achieving highest branch ratings in the JD Power benchmark study. Recognized by multiple senior leaders with Quarterly Hero, Business Partner, and Executive Carve-out awards.

Consumer Banking Group

SME for CX program including improvement strategies, coaching, and operational functions for all management levels including network of 500+ branch locations, Contact Center, and lending teams. Managed CX platform, created user resources, developed and conducted user training, and liaised with vendor. Partnered with CX executives from parent company BNP Paribas to share CX program best practices. Created and conducted quarterly improvement program for underperforming branch managers focusing on the three pillars of education, self-assessment and action planning; typically achieved an 80% success rate. Awarded President's Club recognition for CX adoption and results; at event in Hawaii voted as the "One Team" award winner for overall regional bank.

Rocky Mountain Division

Provided coaching on sales and service behaviors to the branch managers and their teams in the Rocky Mountain Division. Created compelling and educational communication materials for campaigns, drove engagement for corporate sales events, and encouraged ownership of results based on team behaivors.

Greater Denver Area

Denver, Co

Opened de novo location. Responsible for marketing plans, achieving the second-highest sales in the district during the first quarter of operations; additionally maintained the number one customer satisfaction results.

South Florida

Led three different teams ranging from a three-person in-store location to full-service branches with up to 15 team members. Highlights include:Employee Satisfaction results better than company in all 9 categories and better in 7 of 9 by 10%, a statistically significant variance, achieved highest client satisfaction results for Palm Beach market at 93%, and grew deposits from $74MM to over $100MM

Coral Springs, Florida, United States

Oversaw all sales, service, and operational functions for one of two Burdines department stores in the Coral Springs Mall. Responsible for 13 department managers and appx. 150 sales staff. Completed a store-wide renovation project lasting 6 months; annual sales of nearly $70MM.