|
Conference Agenda (2001)
"Building Relationships: The Pulse of Operations"
Fourth Annual CUNA OpSS Council Conference
September 9–12, 2001 * Lake Buena Vista, Florida
| SUNDAY, SEPTEMBER 9 |
| 10:00-12:00 p.m. |
PRECONFERENCE REGISTRATION |
| 1:00-5:00 p.m. |
PRECONFERENCE WORKSHOP
Customer Relationship Management: Where the Rubber Meets the Road!
(The Basics)
Paul LaKind, VP Operations, EDGE Software Services, Inc., Woodbridge,
VA |
| 2:00-6:00 p.m. |
GENERAL CONFERENCE REGISTRATION |
| 6:00-7:00 p.m. |
WELCOME RECEPTION |
| MONDAY, SEPTEMBER 10 |
| 7:00-8:00 a.m. |
CONTINENTAL BREAKFAST |
| 8:00-9:15 a.m. |
OPENING GENERAL SESSION
Exceptional Member Service and Why There’s No Life Without It.
Patrick Adams, EVP, St. Louis Community CU, St. Louis, MO |
| 9:15-9:30 a.m. |
NETWORKING BREAK |
| 9:30-10:45 a.m. |
BREAKOUT SESSIONS
Customer Relationship Management: Where the Rubber Really Meets
the Road! (Advanced)
Paul LaKind, VP Operations, EDGE Software Services, Inc., Woodbridge,
VA
Deposit Relationships and Why They’re Critical
Ed Baranowski, CEO, Fairwinds CU, Orlando, FL
Employee Relationships: How to Recruit and Retain the Best
Anice Prosser, SPHR, VP Human Resources, Envision CU, Tallahassee,
FL |
| 10:45-11:00 a.m. |
NETWORKING BREAK |
| 11:00-12:15 p.m. |
BREAKOUT SESSIONS (REPEAT) |
| 12:15-1:30 p.m. |
MEMBERSHIP LUNCH
(Open to all attendees) |
| 1:30-2:30 p.m. |
ROUNDTABLES
1. Resource Sharing
2. Incentive Plans
3. 101 HR Ideas |
| 2:30-2:45 p.m. |
NETWORKING BREAK |
| 2:45-3:45 p.m. |
ROUNDTABLES (repeat) |
| TUESDAY, SEPTEMBER 11 |
| 7:00-8:00 a.m. |
CONTINENTAL BREAKFAST |
| 8:00-9:15 a.m. |
GENERAL SESSION
Team Development, Operations Style
Tom Glatt, President, Counter Intelligence Associates, Inc., San Juan Capistrano,
CA |
| 9:15-9:30 a.m. |
NETWORKING BREAK |
| 9:30-10:45 a.m. |
BREAKOUT SESSIONS
Delivering Network Optimization: Trend, Measurement and Execution
Gerald Verdi, President, Verdi & Company, Buffalo, NY
Increasing Member Profitability and Retention
Glenn Strebe, CEO, Air Academy FCU, Colorado Springs, CO
Account Aggregation in Credit Unions
John Henry, VP Member Services, CUNA Mutual Group, Holland, OH |
| 10:45-11:00 a.m. |
NETWORKING BREAK |
| 11:00-12:15 p.m. |
BREAK OUT SESSIONS (Repeat Sessions) |
| 12:15-1:15 p.m. |
Grab-n-go Lunch |
| 1:30-3:00 p.m. |
General Session
Leadership, Disney Style
Disney Institute, Lake Buena Vista, FL |
| 3:00 p.m. |
Ice Cream Social |
| WEDNESDAY, SEPTEMBER 12 |
| 8:00-8:30 a.m. |
CONTINENTAL BREAKFAST |
| 8:30-10:00 a.m. |
PANEL DISCUSSION
Getting Up Close and Personal over the Phone
- Jack Falles, MBA Student
- Phil Tischer, VP member Services, Fairwinds CU, Orlando, FL
- Pat Shafer, Sr. CRM/Call Center/Sales Manager, Avaya Communications,
Orlando, FL
- Polly Davidson, Customer Service Manager, Clarke American Call
Center, Orlando, FL
|
| 10:00-10:15 a.m. |
NETWORKING BREAK |
| 10:15-11:15 a.m. |
CLOSING GENERAL SESSION
Scoring Touchdowns in Business and In Life
Steve Wilson, NFL Referee and Executive Pastor, Spokane, WA |
|
