Find Your Resources Here
Below you will find resources such as past presentations.
Donald Arkell started his career in the Credit Union industry working as a frontline lender at ClarkCounty Credit Union, in Las Vegas Nevada. While at CCCU, Don quickly moved through the ranks at the credit union, working in all areas of Sales and Lending. He eventually founded a CUSO owned by CCCU- Members Auto Brokerage Service, Inc. His unique leadership style and passion for Sales and Leadership have made him a sought after speaker, trainer and strategist. Don Arkell joined the team at CULendingAdvice in September 2015. His extensive Sales and Lending experience married well with the established consultant practice at CULA.
Colonel Jill Morgenthaler
Colonel Jill Morgenthaler (ret.) is a woman of many firsts. She was one of the first women to train as an equal with men in the inaugural Reserve Officers Training Corps (ROTC) program and one of the first to receivea four-year Army scholarship. She was one of the first female military intelligence commanders in the DMZ in South Korea and Germany (West Berlin), the first female battalion commander in the 88th Regional Support Command, and the first female brigade commander in the 84th Division.
After five years on active duty, she served for 25 years in the Army Reserves. Her operations included military intelligence in South Korea and West Berlin, disaster recovery during the 1989 San Francisco earthquake, peacekeeping in Bosnia, evacuation of Kosovar refugees, and public affairs for Operation Iraqi Freedom.
Today,Colonel Morgenthaler is an author, leadership expert and speaker, exhilarating audiences with tales of her famous staredown with Saddam Husseinand other examples from her 30 years of service. Colonel Morgenthaler has a bachelor of arts from Pennsylvania State University, a master of arts from the Monterey Institute of International Studies, and a master of strategic studies from the U.S. Army War College.
Kerri Smith is a sought-after speaker on the topics of credit union philosophy, marketing and advertising. She has spoken to groups to groups in the Philippines, Trinidad and Tobago, Scotland and around the U.S. She has also provided technical assistance to credit unions in Grenada, Nevis and St. Kits, Malawi, Latvia, Lithuania, and Philippines through the World Council of Credit Unions. She has been working with the National Credit Union Administration to speak to examiners and small credit unions on the importance of marketing and sharing her award-winning strategies.
She received her Credit Union Development Education (CUDE) designation in 1994. Through this training, she learned how to use credit union philosophy to meet the needs of credit union members in innovative ways.
Kerri served as the coordinator for the Credit Union Development Education Program (CUDE) sponsored by the National Credit Union Foundation, the Credit Union National Association (CUNA), World Council of Credit Unions and CUNA Mutual Group. This intense six-day training held annually in Madison, WI focuses on credit union uniqueness and opens minds to the role credit unions can play in serving their members and their community.
Frank A. Kovach
Frank Kovach is Director of Contact Center & Operations Consulting for Advisors Plus, PSCU’s division of strategic consultants and marketing experts. His group works with credit unions to identify cost savings and improve operational efficiencies through process change, increased employee engagement and deployment of technology. Frank’s 30-year career in financial services includes extensive experience in back room operational departments and call centers.
Sue Hoatson is Regional Manager for Adapt Telephony Services. She works with more than 125 credit union clients of Adapt as well as prospective clients. Adapt provides advanced communication and contact center solutions that specifically address credit unions’ business problems. Sue has worked primarily with credit unions since early 2000. She has 23 years of experience in the communication industry, starting first for PacTel Business systems then AT&T/Lucent Technologies/Avaya for six years, followed by Interactive Intelligence for more than five years and now with Adapt for over 10 years. Sue’s passion is working with credit unions to help each one move and grow with ever-evolving technologies to meet and exceed their members’ expectations.
Meagan Johnson graduated from Arizona State University Business School with a BS in Marketing. After working several years in a sales environment Meagan became discouraged to hear all the negative comments about Generation X. (Generation X is the 50 million people born between 1965 and 1980.) As a Gen Xer herself, she felt these comments were of course unfounded. She was further frustrated by the blinders her own managers seemed to have. “There was this perception of only one way to get ahead and be successful at work. The career path my managers expected me to take was very traditional. They seemed to be unable to look at a different way of training and career management that was relevant to younger employees.”
Meagan began to research everything from small to large corporations in order to find successful ways to work with the younger generation. From that ZAP THE GAP Solving the Multi-Generational Puzzle was born.
Since 1997 Meagan Johnson has entertained and educated hundreds of audience members from all over the globe. She has written a variety of articles about the multiple generations and has been interviewed for many publications and audio programs. She wrote the Generational chapter in the book Success is A Team Effort. In 2000, she was the only female speaker on the main platform at the Harley Davidson University conference in New Orleans Louisiana. After her ZAP THE GAP presentation, a Harley Dealer told her “You have changed the way I treat and train my younger employees.”
Meagan says, “Every generation gets a negative label when it enters the workforce. For example Baby Boomers were called trouble-making hippies when they first went to work and Gen Xers were called lazy. AOnce we take time to understand the motivations and mind-set of younger people, working with them, selling to them and managing them becomes a more successful effort”.
In 2003, she received her CSP, Certified Speaking Professional designation. Currently, only ten percent of professional speakers hold this designation. As a Gen Xer, Meagan was extremely proud to be one of the youngest recipients of the CSP designation.
Steve Campbell & Sean Tyler
Steve Campbell and Sean Tyler are the Managing Partners of Marathon Partners Consulting. MPC is an operational improvement consulting group guaranteeing their customers improvements in service, quality and/or cost (or some combination of the 3).
MPC will deliver a minimum of a 2:1 ROI on every project.
“If we don’t deliver, we don’t get paid. It’s that simple”.
Sean brings over 25 years of performance management and
operational improvement consulting experience to the MPC team. His broad knowledge of process redesign, change management, software deployment and business adoption to drive long-term sustainable results extends across the insurance, telecom, financial services and technology industries. Sean has delivered operational improvement results globally in the US, Canada, Sweden, Italy, Brazil, UK and Australia.
Steve brings over 20 years of consulting experience to the MPC team. He has spent extensive time in the contact center and back office, thus providing a breadth of operational knowledge spanning the entire enterprise. He has consistently and repeatedly harnessed this knowledge to help clients achieve performance improvements, often applying his expertise in Six Sigma, performance management, process redesign, short-interval scheduling, leadership coaching, team building, management discipline and data analysis.
Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Strategic Contact helps companies develop and execute plans tied to business goals, conduct assessments and build roadmaps, develop requirements and select appropriate solutions, and manage projects to successful implementation.
Lori is a recognized industry leader in contact center strategy, technology, and operations. With over 25 years in the industry, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments. She shares her knowledge and experience through speaking engagements, seminars, articles, and the book she co-authored. Attendees of Lori’s seminars and courses appreciate her enthusiasm, energy, and humor, and her ability to make today’s complex contact center environment more readily understood.
Al Rosenbaum is the Executive Vice President of Customer Success at SilverCloud, Inc., a banking specific software as a service (SaaS) company that specializes in helping financial institutions turn front line employees into financial experts and getting members engaged within a bank or credit union’s digital channels in order to improve service, increase productivity, and grow revenue.
Rosenbaum brings more than 25 years of customer success, sales, and marketing experience to SilverCloud. He earned his MBA at Bentley College and his bachelor’s degree in Consumer Behavior at the University of Massachusetts, Amherst.
Janie Warner has nearly 30 years of experience in executive management and human resources, six as a vice president at Arkansas Federal Credit Union and three as chief administration officer for ABC Financial Services, Inc. She served on the adjunct faculty of Embry Riddle Aeronautical University, teaching human resources management, organizational development and labor relations. She is a nationally recognized speaker in the areas of volunteer board governance, executive management, leadership, ethics and human resources.
Janie currently serves as Senior Consultant and Client Resource Team Leader for Client Relations at Regions Insurance Group, Incorporated of Birmingham, Alabama.
Janie earned a bachelor’s degree in psychology from Evangel University in Springfield, Missouri, and a master’s degree in human resource management from Golden Gate University in San Francisco. She is also a PPACA certified professional.
Rini Fredette is Senior Vice President of Contact Center Operations for PSCU. She provides the overall leadership, vision and direction for daily contact center operations there. She and her team are responsible for delivering on the “Voice of the Member” and work tirelessly to ensure PSCU delivers an excellent customer experience. She has an extensive and successful background in managing security and risk and leading high performing teams.