Michael Hadden Email Address

Senior Manager

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.