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Michael Hadden Email Address


Job Title

Senior Manager

E Trade Financial

At E*TRADE, you're in full control of your financial future. We have the information, the analysis, and the online investing & trading tools you need. Have at it.


I am a seasoned leader with 20+ years of experience in the brokerage industry and 14+ years of leadership experience at E*TRADE Financial. As the Head of Service Optimization, I am responsible for driving improvements in customer experience, satisfaction, and efficiency through workforce management, planning & analysis, customer insights, service to sales, and quality assurance. My extensive leadership experience includes managing both large and small teams, overseeing individual lines of business, and implementing successful initiatives that have led to notable improvements in key metrics. With my strong project management skills and ability to develop strategic plans, I have a track record of leading teams to achieve business objectives, and driving improvements in customer satisfaction, average handle time and agent adherence. Prior to my current role, I have held multiple leadership positions at E*TRADE, including managing contact center sites and customer segments. Additionally, I have also gained valuable experience as a client relationship manager, delivering white glove service and growing and retaining high-value clients. Specialties: Organizational Leadership, Service Recovery, Customer Satisfaction and Voice of the Customer, Multi-Site Team Leadership, Project Management, Strategic Planning.

Last University
Attended University of Florida - Warrington College Of Business
Lives in Alpharetta, Georgia, United States.

Other people working at E Trade Financial:

Tosif AhmadVice President, Security Engineering
Michael BeasleyEnterprise Security Strategy and Architecture, Information Technology Risk Management, InfoSec, Privacy and Compliance Leader
Dharmesh PatelArea Representative and Master Franchisee
Karl RoessnerChief Executive Officer
Denise BeattyDirector Enterprise Learning and Development
Alex WelchVice President Enterprise Data and Analytics
Chad CromwellExecutive Director, Digital Engineering and Authentication at E*TRADE
Glory De SimoneChief Human Resources Officer
Marc Williams**********@etrade.com
Robin LahoudHead of Strategy and Corporate Development
Heather Munoz**********@etrade.com
Jill MogensenDirector, Marketing
Alice MilliganManaging Director
Kathy NakazawaLead Technical Program Manager
Mark HoltExecutive Vice President and Chief Information Officer
James CarbineVice President, Customer Service
Christopher O'keefeVice President Systems Engineering at ETRADE Financial
Mark MotesVice President Network and Data Center
Michael E. FoleyHatfield Polytechnic
Alden CampbellDirector, Product Management
Samuel ChandraManager, Business Process Management
Karla MerrittVice President
Rich MuhlstockSenior Vice President Marketing Communications and Media
Kyu KwakSenior Vice President, CISO
John WangSenior Software Engineer
Juliane Lauretano**********@etrade.com
Ray Hiltbrand**********@etrade.com
Vinayak Bhat**********@etrade.com
Andrew Zapotosky**********@etrade.com
Anna Rossi**********@etrade.com
Sue Sullivan**********@etrade.com

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