Susan Strong Email & Phone Number | A leading Customer Experience (CX), Omni Channel and Sales Strategy professional with extensive experience in the financial services industry and a degree from the University of Colorado. Expertise includes (CX), Omni Channel Marketing programs and high performing sales cultures. Other specialties include gathering Voice of the Customer (VOC) feedback and driving customer-centric marketing campaigns that improve customer satisfaction and retention across multiple channels. Colleagues have said that I excel at creating and leading a consultative sales environment. One of my greatest accomplishments are that I designed and implemented an entire customer-focused, sales strategy from scratch for nearly 700 branches. After that, my company won the J.D. Power award for highest in customer satisfaction 3 years in a row. [See attached case study example.] I also chaired a bank-wide service committee for the President and CEO and helped increase customer advocacy and profitability for over 30 support departments. Created and implemented a best in class on-boarding strategy. Contact me if you need help creating or leading a customer driven sales culture, Omni Channel Marketing, or designing and implementing CRM systems. I love to participate in the strategic planning process, to design and deliver customer-centric visions, to lead, shape and affect organization change that results in growing the business. Key Skills: Omni Channel ~ Multi-Channel ~ Net Promoter Scores NPS ~ Gathering Voice of the Customer VOC ~ Measuring the Customer Experience CX ~ Sales Strategy ~ Customer Relationship Management CRM ~ Increasing Customer Advocacy, Loyalty and Satisfaction ~ Developing Meaningful Surveys ~ Implementing Omni-Channel Marketing Strategies Specialties: > Driving customer focused strategies and improving customer advocacy, revenue and retention by identifying key CSAT drivers. > Evangelizing and implementing customer experience disciplines across an organization and multi-channels. > Integrating CRM technology with high impact sales behaviors and activities.

Susan Strong

A leading Customer Experience (CX), Omni Channel and Sales Strategy professional with extensive expe...
Walnut Creek, California, United States

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Susan Strong’s Location Walnut Creek, California, United States

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Work Experience

First Hawaiian Bank

SVP Omni Channel Program and Strategy Manager

2017-10-01 00:00:00 - 2023-10-01 00:00:00

Bank Of The West

VP Customer Experience, Sr. Program Manager

2016-01-01 00:00:00 - 2017-01-01 00:00:00

California Federal Bank

VP Customer Experience Manager

2001-01-01 00:00:00 - 2002-01-01 00:00:00

San Francisco Federal

AVP Management Trainee Coordinator

1994-01-01 00:00:00 - 1996-01-01 00:00:00

Citi

Branch Sales Manager

1990-01-01 00:00:00 - 1991-01-01 00:00:00

First Interstate Bank

Business Banking Officer

1989-01-01 00:00:00 - 1990-01-01 00:00:00

Commercial Federal Bank

Financial Counselor/Supervisor/Teller

1981-01-01 00:00:00 - 1988-01-01 00:00:00

Skills

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Languages

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FAQ About Susan Strong

Susan Strong is located at
Walnut Creek, California, United States

Susan Strong is a A leading Customer Experience (CX), Omni Channel and Sales Strategy professional with extensive experience in the financial services industry and a degree from the University of Colorado. Expertise includes (CX), Omni Channel Marketing programs and high performing sales cultures. Other specialties include gathering Voice of the Customer (VOC) feedback and driving customer-centric marketing campaigns that improve customer satisfaction and retention across multiple channels. Colleagues have said that I excel at creating and leading a consultative sales environment. One of my greatest accomplishments are that I designed and implemented an entire customer-focused, sales strategy from scratch for nearly 700 branches. After that, my company won the J.D. Power award for highest in customer satisfaction 3 years in a row. [See attached case study example.] I also chaired a bank-wide service committee for the President and CEO and helped increase customer advocacy and profitability for over 30 support departments. Created and implemented a best in class on-boarding strategy. Contact me if you need help creating or leading a customer driven sales culture, Omni Channel Marketing, or designing and implementing CRM systems. I love to participate in the strategic planning process, to design and deliver customer-centric visions, to lead, shape and affect organization change that results in growing the business. Key Skills: Omni Channel ~ Multi-Channel ~ Net Promoter Scores NPS ~ Gathering Voice of the Customer VOC ~ Measuring the Customer Experience CX ~ Sales Strategy ~ Customer Relationship Management CRM ~ Increasing Customer Advocacy, Loyalty and Satisfaction ~ Developing Meaningful Surveys ~ Implementing Omni-Channel Marketing Strategies Specialties: > Driving customer focused strategies and improving customer advocacy, revenue and retention by identifying key CSAT drivers. > Evangelizing and implementing customer experience disciplines across an organization and multi-channels. > Integrating CRM technology with high impact sales behaviors and activities.

Susan Strong currently works in the

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Susan Strong has prior
experience in the following industries:
First Hawaiian Bank | Bank Of The West | California Federal Bank | San Francisco Federal | Citi | First Interstate Bank | Commercial Federal Bank

Susan Strong has the following professional experience:
First Hawaiian Bank | Bank Of The West | California Federal Bank | San Francisco Federal | Citi | First Interstate Bank | Commercial Federal Bank