Member Spotlight: Debbie Baumann

CUNA Councils
March 11, 2008 | COMMENTS

Raised on a farm in northwestern Missouri, Debbie Baumann received a degree in agricultural journalism from the University of Missouri-Columbia, as well as an MBA from the Keller Graduate School of Journalism. With more than 25 years of experience in the credit union industry, Debbie has served in a variety of leadership roles, including marketing director and vice president of marketing/operations. Today she is vice president of operations for Mazuma Credit Union in Kansas City, Missouri.

Biggest challenge

Improving the member experience and improving our net promoter score.

Best advice

Never stop learning and working to educate your members. Volunteer as a mentor for young children in our schools.

Greatest benefit of Council membership

Learning from others through Council conferences, the List serve, and easy access to the File Library.

Best part of my job

Helping develop new talent and leading a group of great managers. Helping members reach their financial dreams.

Hardest part of my job 

Working with a diverse team member base and multi-generational workforce. Maintaining the forward momentum in developing a member experience and having everyone support the change in culture from one of sales to that of a service and experience environment.

Biggest misconception people have about my job

That operations is only about processes and numbers and building branches.

Recent success story

Implementing the Welcome Home Toolkit from Deluxe and providing members with exceptional service by making them feel welcome, significant, and engaged. Measuring and improving our net promoter scores.  

Hobbies and interests 

Machine embroidery, knitting, and sewing. Involved with Boy Scouts as a volunteer for my son's troop, where I also serve as their treasurer and merit badge counselor. 

Recent books

Be Our Guest: Perfecting the Art of Customer Service by the Disney Institute and The Carrot Principle: How the Best Managers Use Recognition to Engage Their People, Retain Talent, and Accelerate Performance by Adrian Gostick and Chester Elton.

Life goals not yet accomplished

Seeing my son graduate college and start his career—but he's only 12 ½! Also taking an Alaskan cruise.

Something that always makes me laugh

Me playing the Wii—I stink at the games, but do have fun.

If you had an extra hour in the day . . . 

I'd volunteer at a shelter for battered women and their children.

Favorite quote 

“All your dreams can come true if you have the courage to pursue them.”

What music is in your CD player or iPod?

Garth Brooks and George Strait .

If you could spend a day with anyone in the world, who would it be, and why?

Walt Disney, to learn from him about visioning and implementing a dream.

How would you show the credit union difference to potential new members?

I would show them what our members have been able to achieve through their partnership with the credit union, such as owning a home, cars, boats, etc.