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September 17 - 18, 2014
Sheraton Denver Downtown Hotel
MNA Consulting, Inc.
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.
Sales and Service Manager
HealthCare Associates Credit Union
Zimmerman assists with the development of HealthCare Associates Credit Union sales and service culture. She uses her leadership, coaching and strategic planning skills to create a culture change within the organization.
Zimmerman was previously the AVP of Learning and Development at Collins Community Credit Union in Cedar Rapids, Iowa, and is a member of the ServiStar Alumni Emeritus Program. She was responsible for developing and maintaining the sales and service culture; providing leadership coaching and support for managers, front-line staff, and support staff in all areas of credit union activity; developing training modules in lending, member services, teller activity, and sales; and tracking of increasing progress in referrals and sales by frontline staff. In addition, Zimmerman provided day-to-day hands-on support for managers as they implement new ServiStar programs in their departments. She was instrumental in making the ServiStar program a part of the Collins culture. Collins is now the top performer in Member Referrals of all credit unions in the Member Shoppers program.
Zimmerman has personally seen the advantages of the ServiStar methodology and its benefits to the financial futures of the members, staff, and managers of the credit union. In addition to her responsibilities as a Sales and Service Manger, she has furthered her managerial skills by participating in the Vertex Management Development Program, sponsored by MNA.
Zimmerman began her career in the credit union industry with Fiserv Corporation. During her 9 years with that company she served as a Customer Service Support Representative, earning a large number of Service Excellence Awards from her company and her clients. She was recruited to become a Project Manager for Fiserv, implementing and training on new data processing systems throughout the U.S. and Puerto Rico.
AVP Service and Sales Experience
LGE Community Credit Union
Wendy Jackson is the AVP for the Service and Sales Experience at LGE Community Credit Union, and a member of the Servistar Alumni Emeritus Program. In her role at the credit union, she oversees the continued development of their service and sales initiatives. This includes facilitating a support coach roundtable, front-line leadership coaching and training, and the “Reading to Succeed” Leadership book club. She is the editor for the credit union’s monthly service publication ‘Service Central’, and helps to direct LGE’s rewards, recognition and accountability programs. Jackson also interacts regularly with the credit union’s leadership Management team, providing strategic service and sales goals for service excellence.
Jackson began her financial career working her way through management at a bank in Atlanta, Ga. It was at this bank that she was first introduced to credit unions by managing a processing center that offered check processing services to the credit union industry. She was hired at LGE to work in Computer Operations in 1987, and has since been involved in several key teams that have helped to prepare her for her current role. Jackson was a Loan Officer and a Branch Manager. She was AVP of Consumer Lending for 12 years, and in 2009 she was asked to lead the organization’s Service Initiative, IRA Services and Call Center Operations.
LGE, an organization that is over 65 years old, partnered with Servistar to create a service and sales focused culture. MNA’s aggressive timeline, the experience of the Servistar team and Wendy’s passion for excellence service were a perfect match to overcome the organization’s process-driven past. LGE is now regularly recognized as being a financial institution that their members would recommend to others, and for creating unique ‘WOW’ Moments. Today, LGE has a reputation of fulfilling their mission, “Being Dedicated to Our Member’s Financial Well-Being”. Per Jackson, “High standards create high 5’s!”.
Director of Retail Sales & Service
1 2 1 Financial Credit Union
Karen Murray is the Director of Retail Sales & Service at 121 Financial Credit Union and is a member of the ServiStar Alumni Emeritus Program. In her role she is responsible for developing the Sales & Service 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 7years, she brings with her over 20 years of banking & credit union experience. Karen has held positions such as AVP, Branch Manager, Assistant Branch Manager, & Director of Branch Operations.
Murray's responsibilities also include ongoing coaching and training for all coaches & employees, she facilitates all coaching round tables, new management coaching development training, and new employee service excellence training.
Murray review's all member mystery shops, loans, and new member surveys. She also provides management with these reports and other information as needed.
In 2000, Murray was recognized for completing the Management Training Program at Educational Community Credit Union (currently Community 1st Credit Union). She is a member of the Credit Union Executive Society and is certified in Sales & Service.
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