Tom Herrman Email & Phone Number

Denver, Co, Us

Boulder, Co

I led a call center of over 40 people for a Malcolm Baldrige National Quality Award winning company. We delivered an amazing member experience while proactively offering deposit, lending and digital solutions to our membership.In addition to leadership responsibilities I was also part of various teams that help develop new processes, training curriculum, and products for the credit union.Key Accomplishments:2018Improved member satisfaction metrics by 16% from 2018 while exceeding $65,000,000 in lending production.Participated in multiple scrum teams throughout the year to help improve product and processes.2017Product owner for a project that allowed the credit union to use a third party after hours call center to increase availability to our membership. Successfully launched in Q1. Achieved 105% of budgeted lending goal for the year by providing successful cross selling and outbound sales calls. Total loan production for the year exceeded $62,000,000.2016Achieved 27% YOY loan production growth through cross selling and outbound sales calls. Overall lending production was the highest in company history from the contact center team.