Summary
Overview
Work History
Education
Skills
Certification
Timeline
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GAYLENE DIZMANG

Windsor,CO

Summary

Customer - focused professional with over 25 years in the financial industry. Experienced leader with strong background in guiding and motivating teams, managing complex projects, and achieving strategic objectives. Excellent communication and people skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Vice President, Sr Program Manager Customer Experience/Mortgage

Flagstar
04.2021 - 12.2024
  • Led all efforts to build and implement a customer experience program to the Bank's customer experience vision, increasing the Net Promoter Score (NPS) by 11 points in three years.
  • Responsible for the complaint management program, including creating and maintaining procedures, tracking escalated complaints, coordinating with business units and resolution, and working with Risk and Fair Lending teams to audit and validate complaints.
  • Analyzed Voice of the Customer (VOC) feedback in conjunction with survey data identifying key pain points throughout the mortgage origination process and collaborated with business units to implement strategies expected to improve the experience and diminish complaints. Reduced the"Asking for Documents More Than Once" trend by 10%.
  • Oversaw the construction of a Power BI Customer Experience dashboard integrating survey data with key system overlays, providing managers easy access to individual and team results, allowing immediate recognition and coaching opportunities. Contributed to increasing the Customer Satisfaction Score (CSAT) by 6 points.
  • Trained and coached three interns on all aspects of performing customer experience and complaint management duties. Each intern successfully researched the root cause of a problem, performed journey mapping, and presented findings with recommendations to the appropriate business unit.
  • Produced monthly customer experience performance reports and presented them to the Senior Leadership Team and the Mortgage President, highlighting customer experience metrics, successful implementation of strategies, and potential areas for further optimization of the origination process.

Vice President Marketing and Member Experience

Blue Federal Credit Union
02.2020 - 02.2021
  • Led two key verticals, Marketing and Member Experience, supervising and mentoring six direct team members in successfully executing strategies to consistently elevate the company's brand through all channels, website, social media, communication, collateral materials, advertising, branch merchandising, and target marketing.
  • Initiated forward-thinking strategies focused on addressing member needs and resolving concerns, increased CSAT by 8 points over three years.
  • Directed a credit union strategic initiative to reduce retail member attrition and achieved a 25% reduction in retail households in the first year.
  • Deployed automated new member email onboarding program based on behavioral segmentation, increased open and click rates by 40%.

Vice President Member Experience

Blue Federal Credit Union
08.2018 - 01.2020
  • Built and launched a new department with four employees focused on member experience excellence throughout the organization, resulting in an increased NPS of 9 points in two years.
  • Developed a compelling portfolio of internal communications that educated executives and employees about member experience realities, expectations, goals, and engagement opportunities, emphasizing how employees could win for members.
  • Responsible for complaint management program, collaborating with Risk and Compliance to meet Service-Level Agreements (SLAs) and implement procedures, training, and actions to mitigate reputational risk.
  • Orchestrated seven significant member journeys, identifying opportunities to enhance member interactions through all touchpoints. Decreased call center agent average handle time (AHT) from 6 to 4 minutes by identifying inefficiencies within the core system and removing redundant or unnecessary processes.
  • Deployed an internal service survey program to gather feedback from internal stakeholders, discover their peers' needs, wants, and expectations, and implement actions to improve service to each other, increasing the Internal Net Promoter Score (INPS) by 9 points in one year.

Vice President Member Services

Blue Federal Credit Union
03.2010 - 07.2018
  • Oversaw the operation of 13 branches and call center, ensuring regulatory compliance by implementing robust internal control systems.
  • Coached, developed, and motivated 4 Regional Directors and over 100 indirect employees to thrive in creating and executing effective sales, service, and operation strategies to meet loan, deposit, and service goals.
  • Led cross-functional teams for the successful completion of major projects and process improvements, resulting in increased efficiency and member satisfaction.
  • Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders, to promote collaboration and long-term success.

Education

Bachelor of Science - Business Administration: Finance

Regis University
Denver, CO
05.2000

Skills

  • Customer-Focused Strategy
  • Cross-Functional Team Leadership
  • Effective Communication Management
  • Program Management Expertise
  • Process Improvement
  • Complaint Resolution
  • Advanced Problem-Solving Skills
  • Strategic Business Planning
  • Data Analysis Competencies
  • Creativity and Innovation
  • Coaching and Mentoring
  • Budget Oversight

Certification

  • Scrum Essentials Training, The Braintrust Consulting Group, 2019
  • Western CUNA Management School, 2013-2015
  • CUNA Creating Member Loyalty Sales Leadership Strategies Trainer Certification, 2012
  • Mountain West Credit Union Association Leadership Development Series, 2011
  • CUNA Creating Member Loyalty Service Trainer Certification, 2010

Timeline

Vice President, Sr Program Manager Customer Experience/Mortgage

Flagstar
04.2021 - 12.2024

Vice President Marketing and Member Experience

Blue Federal Credit Union
02.2020 - 02.2021

Vice President Member Experience

Blue Federal Credit Union
08.2018 - 01.2020

Vice President Member Services

Blue Federal Credit Union
03.2010 - 07.2018

Bachelor of Science - Business Administration: Finance

Regis University

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GAYLENE DIZMANG