Conference Presentations
11th Annual CUNA OpSS Council Conference
Colonial Williamsburg, VA | September 17-20, 2008
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| THURSDAY, SEPTEMBER 18
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| 10:30-11:45 a.m. |
BREAKOUT SESSIONS
Measuring the Success of Marketing Campaigns (does not repeat)
Mike Weber, VP of Marketing,
Credit Union Student Choice
Related Information:
Compliance: What's Hot This Year (session repeats)
Kim Bohannon, VP Compliance and Risk Management, North Carolina Credit Union League, Greensboro, NC
Critical Success Factors to Sales Culture Development (session repeats)
Angela L. Prestil, Director of Sales Culture Development, Creating Member Loyalty™ Programs, Credit Union National Association, Madison, WI
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| 1:00-2:15 p.m. |
BREAKOUT SESSIONS
Generating Deposits: New Tactics for Success (does not repeat)
Tim Spenny, Strategic Advisor, Raddon Financial Group, Oak Brook, IL
Increased Efficiency in Branch Delivery (does not repeat)
Becky Davis, VP Branch Operations, Delta Community CU, Atlanta, GA and Chris Lamb, EVP/COO, E1 Financial CU, Monterey Park, CA
Moderator: Jennifer Lehn, EVP, Numerica CU, Spokane, WA
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| FRIDAY, SEPTEMBER 19
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| 8:15-8:45 a.m. |
Navigating the New CUNA Councils Website
David Rohn, VP, CUNA Councils, Madison, WI .
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| 9:00-10:00 a.m. |
GENERAL SESSION
State of the (Credit) Union Address
Dick Ensweiler, President/CEO, Texas Credit Union League, Dallas, TX
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| 10:30– 11:45 a.m. |
BREAKOUT SESSIONS
Converting to a Sales and Service Culture: The Good, the Bad and the Ugly (does not repeat)
Jim Santiago, VP Operations, Orlando FCU, Orlando, FL
Call Centers: Not Just Phone Order Takers Anymore! (session repeats)
Lee Mabry, SVP Call Center Operations, State ECU, Raleigh, NC, Anna Givens, VP Member Contact Center, Suncoast Schools FCU, Tampa, FL and Byron Allmond, VP Call Center Operations, Vystar CU, Orange Park, FL
Team Incentives (does not repeat)
Mike Higgins, Partner, Mike Higgins & Associates, Inc., Kansas City, MO
Identifying and Managing the Risks with Vendor Relationships (session repeats)
Mike Mossel, Managing Director, Credit Union Internal Audit Services, RSM McGladrey, Inc., Los Angeles, CA
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| 12:00 – 1:15 p.m. |
GRAB-N-GAB LUNCH
Topic 1: Best Practices Discussion
Facilitator: Carolyn Jordan, SVP Retail Operations, Neighborhood CU, Dallas, TX
- Sales & Service Management - Mayo FCU, Rochester, MN
- Branch Design - Tucson Old Pueblo CU, Tucson, AZ
- Call Center Operations - Financial Partners CU, Downey, CA
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| 1:30– 2:45 p.m. |
BREAKOUT SESSIONS
Social Engineering and Fraud
Karen Daeke, VP Security Administration, State ECU, Raleigh, NC
Strategic Individual Incentives
Michael Garcia, SVP Retail Delivery, Financial Partners CU, Downey, CA
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| SATURDAY, SEPTEMBER 20
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MINI WORKSHOPS
New Innovative Technology: Five Specific Things Credit Unions Should be Prepared to Do
Rudy Pereira, SVP Operations/Technology, Alliant CU, Chicago, IL & John Morawski,
Chief Technology Officer,
Massachusetts Credit Union League,
Marlborough, MA
Leadership Styles and Skills: A Panel Discussion
Ellen Yacovone, VP Member Services and Acting CEO, Tucson Old Pueblo Credit Union, Tucson, AZ,
Butch Leonardson,
SVP of IT & CIO, BECU, Seattle, WA, and
Brian Warfel, SVP Sales & Service Power, Financial CU, Pembroke Pines, FL
Moderator: Keith Kauffeld, VP Operations, Air Academy FCU, Colorado Springs, CO
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| 10:15 – 11:15 a.m. |
CLOSING SESSION
The Leadership that Really Determine Success
Mark Elliott, President, Onboarding Services, LLC, Moreland Hills, OH
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Conference Agenda
Past Conferences
Conference Home
Partners in OpSS
Thanks '08 Sponsors
Agenda
Conf Presentations
Conf Discussion Group
Williamsburg Lodge
Transportation
Attractions
About Col. Williamsburg
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- "If you were serious about providing the best member service in the industry, growing your credit union and wanted to network with the best minds in the industry, the 2007 conference was the place to be. I can’t wait until next year!”
-·"This conference is a great way to meet and network with other Sales and Service Managers and Officials. The presentations are useful and applicable to my job and I always return to my credit union with many great resources. "
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