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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:
Wendy Jackson, assistant vice president, Lockheed Georgia Employees Federal Credit Union, Marietta, Ga.
Karen Murray, director of retail service and solutions, 1-2-1 Financial Credit Union, Jacksonville, Fla.
Murray is a member of the ServiStar Alumni Emeritus Program. In her role, she is responsible for developing the service and solutions culture at 121 Financial CU, interacting with all members of the leadership team in their respective areas of responsibilities and act as liaison with Michael Neill & Associates to integrate the ServiStar program into the culture.
Murray has been with 121 Financial CU for five years. She brings with her over 20 years of banking and credit union experience. Her responsibilities include ongoing coaching and training for all coaches and employees, and she facilitates all coaching round tables, new management coaching development training, and new employee service excellence training.
Murray reviews all member mystery shops, loans and new member surveys. She also provides management with these reports and other information as needed.
Tansley Stearns, assistant vice president of corporate strategy and government relations, Bethpage Federal Credit Union, Bethpage, N.Y.
Stearns is responsible for leading and driving business with all frontline teams including the call center, branches, marketing and business development. She is also involved in leading driving strategic initiatives within the organization.
Stearns started her career leading an award winning marketing team for several years before expanding to lead branches and business development, further developing her sales experience. She has been a key member of the Guiding Coalition at two credit unions, helping to build and develop sales and service cultures.
Stearns was one of the original credit union professionals chosen to be a participant in the Filene Research Institute’s i3 program.
Sarah Zimmerman, learning and development manager, Collins Community Credit Union, Cedar Rapids, Iowa