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I am a leader with 20+ years of brokerage experience and 14+ years of leadership experience with E*TRADE Financial. In my current role, I am responsible for service optimization which encompasses workforce management, planning & analysis, customer experience insights, voice of the customer, service to sales, and quality assurance. I have extensive experience in leadership roles with our service and sales organizations ranging from site leadership to individual line of business ownership and have successfully organized teams and initiatives that have driven notable improvements to customer experience, customer satisfaction, average handle time, and agent adherence. Prior to my current role, I have held multiple leadership positions with E*TRADE, running contact center sites and customer segments. Additionally, I have worked in client facing roles directly as a client relationship manager responsible for delivering white gloves service, growing my account base and retaining high value clients. Specialties: Organizational Leadership, Service Recovery, Customer Satisfaction and Voice of the Customer, Multi-Site Team Leadership