Customer Experience Leader with 20+ Years in Banking

Darin Ramp

Customer Experience Leader Associate Manager, CX Remote US 208-***-**** *********@*****.*** SUMMARY

Customer experience and operations leader with over 20 years of experience supporting complex financial products and high trust customer journeys. Strong background in frontline team leadership, escalation management, performance coaching, and cross functional execution. Adept at improving service quality, operational consistency, and customer outcomes in fast paced environments.

CORE COMPETENCIES

Customer Experience Operations, Team Leadership and Coaching, Escalation Management, Quality Assurance and Case Review, Cross Functional Collaboration, Workflow and Process Optimization, Training and Enablement, Operational Metrics and Continuous Improvement

PROFESSIONAL EXPERIENCE

Customer Experience and Operations Leadership Willamette Valley Bank and prior financial institutions

• Served as senior escalation owner for complex customer issues requiring judgment, prioritization, and coordination.

• Coached and supported frontline staff to reinforce service standards, quality expectations, and customer empathy. • Led quality assurance efforts including case review, trend identification, and corrective action planning. • Partnered with operations, compliance, product, and cross functional teams to improve workflows and response times. • Identified recurring customer pain points and operational bottlenecks and drove process improvements. • Supported onboarding, training, and ongoing enablement to ensure consistent service delivery. ADDITIONAL STRENGTHS

Experience supporting sensitive financial data and regulated environments. Comfortable working in high volume, high change settings while maintaining service quality and team morale. Strong written and verbal communicator with a customer first mindset.

AVAILABILITY

Immediate Remote US

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