Kelly Bigelbach

• Lead Business Line Complaint Coordinator
• Reduce risk (Legal, Regulatory and Reputational) by ensuring adherence to external and corporate guidelines
• Create customer and employee facing communications
• Monitor and commission Voice of the Customer (VOC) and Voice of the Employee (VOE) research
• Identify customer issues and work with business line partners to develop process improvements
• Co-lead customer remediation efforts
• Advocate for the customer on major internal projects (Overdraft Modernization, Next Gen Deposits, etc.)

• Lead executive level strategy and training sessions
• Design employee training programs
• Consult on research needs
• Facilitate training sessions
• Ideate brand strategy plans
• Consult on business issues such as Change Management, Conflict Resolution, Rewards and Recognition programs and Competitive Differentiation

• Created a suite of consultative offerings based on loyalty research to improve the experience delivered to customers
• Created the fulfillment processes to execute these offerings internally
• Created strategic go-to-market plan
• Achieved 169% of annual revenue plan, 228% growth over previous year
• Conduct and analyze market research (Quantitative and Qualitative)
• Created and managed marketing communications plan
• Consulted with Financial Institution Executives to improve the experience they deliver today
• Keynote speaker for Bank Associations – topic; customer loyalty and business management
• Facilitated consultative seminars for several clients, participant sizes varied from 30 to 250