Adam Chapin

Job Title / Company Job Duties Team size Accomplishments

Customer Service Supervisor – Personal Lines / Nationwide

Responsible for coaching Member Care RepresentativesMonitor daily service center functions and reporting their trendsUtilize all forms of compiled data to increase service quality and efficiency4.64 Engagement Rating for 2015

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Co-Author of initial documentation proposalAuthor of in progress proposal for shift bid process improvementObtained high remarks from SST on the collaboration efforts of my training class alongside Roger WoodOne of the highest within our Personal Lines Service Center

Customer Service Supervisor – Mortgage / Nationwide

Responsible for coaching and managing Customer Service RepresentativesOversee every aspect of our call center including escalations, reporting, quality, compliance, IT testing, and knowledge centerPrimary contact of third party business relationships for our service center

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Co-developed an on-boarding and training program for newly hired Customer Service RepresentativesIncreased service levels from 60% to 81.8% Documented and implemented new procedures that resulted in decreased after call work while increasing e-statement and automatic withdrawal enrollments

Customer Service Manager / Bank of the West

Responsible for managing our front line tellers in daily operationsPrepare for compliance auditsMonitor our branch service scores and reporting

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Built a branch Code of Ethics that directly resulted in a 10.2% increase for our Customer Service Advocacy RatingDeveloped and coached sales tactics that exceeded our goals by 150%

Sales and Marketing Assistant / Ply Gem Siding Group

Responsible for senior management reportingManage our special and program item requestsTrain the sales force of our rebate programs and audited their reports

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Developed and documented our special and program item manual that led to saving our company over $2 millionConstructed many sales presentations used by various company Associate Vice Presidents

Customer Service Supervisor / Briggs Corporation

Responsible for supervising and training our call center representativesAssist in escalations and cross-sell program

20

Created from ground up the company’s first cross-sell incentive plan that increased our overall sales of specific items by 20%Diminished our abandon rate to under 3% utilizing individual coaching tactics

Customer Service Supervisor / DSI Distributing

Responsible for the hiring, training, and coaching Customer Service RepresentativesMonitor daily service center functions are falling within the required service levels.

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Direct training led to a decrease of our abandonment rate to under 3% on all shifts supervised directly by myself.Facilitated the first rating system for assigning work to our workforce of contractors that led to an over 30% decrease in missed/rescheduled appointments and over 10% decrease in service calls

TOTALS 92

Leadership Qualifications Established

•Formulate a consistent communication within our leadership teams across all locations•Continue the weekly meetings by site to aggregate a list of items for discussion•Follow up with a conference call follow up the following day with all sites at once•Take the resulting information into a unified message through email and follow-up the following week

•Build on the foundation of our front-line associates•Limit the exceptions of going beyond our front-line associate capabilities• Identify future leaders with continued efforts through our Leadership Development Program

•Reach out to our internal partners such as NSS, Processing, Underwriting, and Claims

Relationship Building

•Discover and prioritize the items with the greatest negative impact on our service center•Reach out to internal partners to discuss items to streamline applicable processes by department•Communicate out directly from management to supervisors and front-line associates direct member impact with specifics

• Identify and leverage supervisors with the apt knowledge and resources to accomplish the first three steps of the action planning

Action Planning

•Delve into the results of the applicable action plans•Ascertain any amendments necessary to achieve a greater result•Understand what communication is necessary to show our results on a company-wide level•Repeat all steps again for any newly identified items to improve

Results and Rebuilding

Customer Service Supervisor: 90 Day Action Plan Items

New Policy and Procedure DevelopmentSolely responsible for the creation, implementation, and continuous improvement with regards to our mortgage division’s policies and procedures. This project extended into updating already prior created policies and procedures during our transition project from Nationwide Advantage Mortgage Company to Nationwide Bank.

Assessed our current company standing through audits of scorecards and current documented policies and procedures Next surveyed those processes in action through side by sides within the Customer Service department as well as all other servicing

areas of our operation Determined through that survey process what items needed to be addressed and prioritized them based on impact Highly prioritized changes initially included ACW/AUX procedures, new scorecard implementation, as well as quality approach for

first call resolution Presented the changes to the Customer Service department and implemented those changes with success Used the driven results as a pedestal for changes that occur interdepartmentally

Code of EthicsLed our front-line teller team with the goal of presenting a unified message of customer service. This was an attempt to increase our volume of accounts, cross-sell to build households, as well as increase our Customer Advocacy Rating. This was a project self created in an effort to show improved results so as to communicate it with other branches as well.

Led the internal surveying of our members to get a first hand look of what they look at as a priority in doing business with our particular branch

Reviewed the results with our team to start a group brainstorm of how to meet those goals for every member of our bank Came to the conclusion of building our branch’s first guide of what every employee of Bank of the West should address (referred to as

our Code of Ethics) The Code of Ethics outlined several mission ideas for our branch to look for with every current and potential member such as how to

address them, what to offer based on their current portfolio or inquiry, how to get them to sit down with a banker, and how to keep them an advocate of our bank

Due to the high results, I led our bank conference call sharing our successes I was invited to perform a training at certain struggling locations

Special and Program Item ManualResponsible for auditing and reporting special and program item requests driven by our sales force. The purpose of the audit was to make sure that the request was sound with our costs. In addition, the reporting I performed uncovered that the previous responsible party was not completing their audits resulting in losing money on 68% of these items. I was assigned in developing a new manual for this process as a result.

Conducted business case studies on all possible special and program items currently in our database to ascertain any consistencies the specific items causing us to lose money

Attended a plant tour with our Plant Manager in Kearny, MO to understand our vinyl extruding process in full to get a better handle on the creation process and potential waste

Collaborated with our other Product Managers on our metal and injection-molded items to understand the creation of those processes

Utilized the information gathered previously and conducted several meetings daily with our Research and Development Team to determine estimated costs of production of all types of items

Met with our senior management team across our sales team to explain the full findings and come to a resolution to not have a large impact on our current sales force

Presented to our Associate Vice Presidents my proposal showcasing a process to make these items at cost so as to not lose any money but build our sales portfolio as having this as an offering

Cross-Sell Incentive PlanManaged the creation and inception of ways to increase our overall sales productivity within our Customer Service department. As a result I constructed a way of using our current customer base orders and finding specific items that we manufactured to push for higher sales.

 Met with our Manufacturing division to understand what items we made on site and what had the highest profit margins Based on current metrics of information, started our first set of goals at a 10% increase in sales for the specific items that we were

pushing for Presented this information to our Board of Directors with a full review of the action plan, desired results, and compensation additives

to our Customer Service Representatives. Legal approved and within our first 10 week period we were able to have an over 20% increase in those select items.

Operational Success Highlights

Questions for Current Leadership1. What does our prioritized list look like as far as changes to accomplish our 20/20 vision?

2. Is our direction going to align ourselves more as scaled responsibilities or a single point of contact center? Why?

3. What is our communication strategy with our departments and others as we move forward? (step-by-step, grand plan, etc.)

4. What would each of our roles look like once the 20/20 vision becomes a reality?

5. What personality fit and specific abilities are looked for in this role?