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Michael Neill, president, MNA Consulting, Inc., Atlanta
Michael Neill is the president and founder of MNA Consulting, Inc., and the author of two books, Creating and Maintaining a Credit Union Sales and Service Culture, and Coaching for Maximum Performance, both published by CUES. He is also a sought after speaker in the credit union industry, known for his straight forward, humorous approach.
Neill was the vice president of The Southern Federal Credit Union (SFCU) and held responsibilities of marketing, training, business development and branch operations during his tenure. While with SFCU, Callahan and Associates ranked the credit union second, nationally, in its peer group with regard to member product penetration and in the top 25 in “value to member.”
Since 1998 MNA has grown exponentially due to the word of mouth recommendations of very satisfied clients who have received the benefit of Neill’s successful experience in the area of credit union sales and service culture development.
Constance Anderson, president, Anderson & Associates, New York
Anderson is a nationally recognized credit union marketing consultant and trainer. She is the author of several books, including A Fresh Perspective on CRM, published by CUES. Anderson consults with credit unions across the U.S. on sales and service culture development through the ServiStar® program and also consults in the areas of credit union growth strategies and branding.
We’ll also be joined by:
Assistant Vice President of the Service and Sales Experience, LGE Community Credit Union, Marietta, Ga.
Jackson oversees the continued development of LGE’s service and sales initiatives, which includes facilitating a support coach roundtable, front-line leadership coaching and training, and the “Reading to Succeed’ leadership book club.
She is also a member of the ServiStar Alumni Emeritus Program, the editor for LGE’s monthly service publication, Service Central, and helps to direct LGE’s rewards, recognition and accountability programs.
Jackson was hired at LGE to work in computer operations in 1987, and has since held multiple position including loan officer, branch manager, AVP of consumer lending, as well as lead the organization’s service initiative, IRA Services and call center operations.
Jackson’s passion for excellence in service, coupled with the experience of ServiStar, allowed LGE to develop a culture focused on service and sales. LGE is now regularly recognized as being a financial institution that their members would recommend.
Director of Retail Sales & Service, 121 Financial Credit Union, Jacksonville, Fla.
Murray is responsible for developing the sales and service culture at 121 Financial Credit Union. She interacts with all members of the leadership team and serves as liaison with Michael Neill & Associates to integrate the ServiStar program into the culture.
Murray also holds the responsibility of providing ongoing coaching and training for all other coaches and employees, by facilitating coaching round tables, coaching development training, and new employee service excellence training. In addition, Murray reviews all member mystery shops, loans and new member surveys.
Murray has been with 121 Financial Credit Union for seven years. She brings with her over 20 years of banking and credit union experience, having held positions as AVP, branch manager,
assistant branch manager and director of branch operations.
Murray is a member of the ServiStar Alumni Emeritus Program.
Impact Director, Filene Research Institute, Madison, Wis.
Stearns has over 14 years experience in credit union leadership across a variety of functional areas. In previous positions, Stearns was responsible for developing and implementing strategy, while leading and driving business with all frontline teams. Additionally, she helped her credit union win first place in both the Dora Maxwell & Louise Herring awards.
Stearns was one of the original credit union professionals chosen to participate in the Filene Research institute’s i3 program. In three years with i3, Tansley helped created projects including SmartScore, Decision Point and Debt in Focus.
Stearns earned a duel bachelor of arts degree in psychology and English at the University of Michigan. Tansley is a Certified Marketing Executive and Certified Senior Executive, as well as an Alumni Emeritus of Michael Neill and Associates.
Sales and Service Manager, HealthCare Associates Credit Union, Naperville, Ill.
As the newly-appointed sales and service manager, Zimmerman will assist with the development of the sales and service culture at HealthCare Associates Credit Union.
Zimmerman previously worked at Collins Community Credit Union as the AVP of learning and development. Her responsibilities included providing leadership, coaching, and support for all employees, as well as develop training modules in numerous areas. Zimmerman was instrumental in implementing ServiStar at Collins, and now Collins is the top performer in member referrals of all credit unions in the Member Shoppers program.
Zimmerman began her career at Fiserv Corporation and in nine years earned a number of Service Excellence Awards. Zimmerman also completed the Vertex Management Development Program, sponsored by MNA.
Zimmerman is also a member of the ServiStar Alumni Emeritus Program.