JOSHUA DUNN
Banking
Grand Blanc,MIchigan
Summary
Senior executive with 15+ years of experience leading large-scale operations, customer solutions, and revenue-generating organizations within complex, multi-site environments. Proven record of driving operational excellence, scalable growth, and financial performance through strategic planning, data-driven decision-making, and organizational transformation. Expertise spans P&L and budget ownership, workforce and capacity strategy, sales enablement, process optimization, and executive team development. Recognized for building high-performing leadership teams and executing enterprise initiatives that deliver measurable revenue growth, cost savings, and customer experience improvement.
Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.
Results-driven executive with extensive experience in strategic leadership and operational excellence. Proven track record in driving growth, optimizing processes, and fostering team collaboration. Exceptional skills in strategic planning, financial management, and stakeholder engagement. Adaptable and reliable, consistently achieving high-impact results in dynamic environments.
Overview
16
16
years of professional experience
Work History
Vice President, Senior Site Manager
Huntington Bank
06.2018 - Current
- Led the company’s largest customer solutions organization, overseeing 250+ employees, 3 Senior Leaders, and 20 frontline leaders across seven site and 4 states, with full accountability for over $8M operating budget.
- Scaled enterprise capacity by expanding the Flint Customer Solutions Center from 150 to 300+ employees, establishing it as the organization’s largest and highest-impact site. Top 3 Largest Employer in Flint, Mi
- Delivered a 39% reduction in attrition in year one, implementing workforce and leadership strategies that led to better than industry standard retention year-over-year.
- Drove enterprise-wide operational transformation through data-driven workforce planning and predictive modeling, optimizing efficiency, occupancy, and service levels.
- Achieved top customer service performance ranking among five centers for three consecutive years, setting the benchmark for service excellence.
- Built strategy around colleague voice action plans, CSAT, KPI’s, and incentive initiatives.
- Directed 25+ concurrent cross-functional initiatives across product, marketing, technology, and vendors, improving demand management, staffing, and training outcomes.
- Provided executive oversight for Digital, Bi-lingual. Business, Debit Card, and Credit Card, Sales, and Mortgages, including successful transitions through multiple mergers and integrations.
- Generated material revenue impact by delivering $28M in balance transfers (22% of company-wide performance) and leading inbound sales strategy producing $14M in revenue (2025).
- Led strategic initiatives to enhance customer engagement and satisfaction across retail banking channels.
- Developed and implemented financial products aligned with market trends, driving revenue growth and competitive advantage.
- Managed cross-functional teams to execute complex projects, ensuring alignment with organizational goals and compliance standards.
Sr Manager Technical/Customer Support
Verizon
06.2010 - 05.2018
- Provided executive leadership for large-scale Technical Support and Customer Service operations, overseeing 120 employees and eight people leaders, driving consistent over performance against monthly operational and customer experience targets.
- Led the organization to #1 national ranking among 23 call centers for six consecutive months, based on balanced scorecard performance across service, quality, efficiency, and engagement metrics.
- Designed and launched the Emerging Leader Management Program, building a sustainable leadership pipeline and developing 35+ high-potential leaders into promotable roles.
- Implemented behavior-based coaching and performance frameworks that measurably improved customer experience, productivity, and operational consistency.
- Selected by executive leadership to lead a high-impact enterprise initiative, managing a promotional code strategy that delivered $134M in cost savings (2017).
Sr Manager of Customer Support Operation/Customer Escalation Team
Verizon
06.2013 - 06.2015
- Provided executive oversight for multi-site operational transformation initiatives, driving sustained improvements in call center performance, culture, and efficiency.
- Partnered with senior and executive leadership on enterprise reporting, capacity planning, budgeting, and advanced analytics, enabling data-driven decisions and scalable workforce strategies.
- Led workforce growth and readiness by overseeing the recruitment and onboarding of 150+ representatives, ensuring staffing alignment with demand forecasts and service objectives.
- Built and led cross-functional partnerships across operations, technology, HR, and product teams to improve collaboration and elevate end-to-end customer experience.
- Directed and executed large-scale enterprise initiatives, including core system implementations, operational reviews, and center-wide training transformations.
- Led the successful relocation of 800 employees between major call center sites, ensuring operational continuity, risk mitigation, and colleague engagement.
- Served as executive sponsor for the Leadership Development Program (2013–2018), driving internal promotions and strengthening the organization’s leadership pipeline.
- Established and scaled the customer escalation function, overseeing 2 supervisors and 26 representatives, achieving Top 5 national performance ranking for over a year.
Education
Executive Banker School -
Consumer Banker Association – Furman University
Greenville, SC01.2023
Bachelor of Science - Consumer Affairs
The Ohio State University
Columbus, OH01.2003
Associates of the Arts -
The Ohio State University
Columbus, OH01.2000
Skills
- Large Team leadership
- Relationship building
- Emotional Intelligence
- Entrepreneur Mindset
- Strategic planning
- Results-driven
- Risk management
- Process improvement
- Negotiation and persuasion
- Data analysis
- Budget oversight
- OKRs and KPIs
- Financial management
- Revenue cycle management
- Organizational improvement
- Data analytics
Board Experience
- Habitat for Humanity of Genesee County, Board President, 2022-01-01, 2024-01-01
- Habitat for Humanity of Genesee County, Vice President, 2021-01-01, 2022-01-01
- Habitat for Humanity of Genesee County, Board Development Chair
- Huntington Bank, Flint Advisory Board, 2018-01-01, Present
Speaking Engagements
- Business Resource Group, Emerging Professionals
- Business Resource Group, African American Network
Personal Information
Title: Vice President, Senior Site Manager
Awards
- Service Heart Award, 2020-01-01
- Customer Champion Award, 2019-01-01
- Leader Excellence II program, 2020-01-01
- Inclusion Support Leader of the Year, 2023-01-01
Timeline
Vice President, Senior Site Manager
Huntington Bank
06.2018 - Current
Sr Manager of Customer Support Operation/Customer Escalation Team
Verizon
06.2013 - 06.2015
Sr Manager Technical/Customer Support
Verizon
06.2010 - 05.2018
Executive Banker School -
Consumer Banker Association – Furman University
Bachelor of Science - Consumer Affairs
The Ohio State University
Associates of the Arts -
The Ohio State University