Understanding Service and Loving Sales:
It Really is all about the Members
Juli Lynch, Consultant, Extreme Arts & Sciences, Eugene, OR
Rich Thinking:
How to Open the Door for Powerful New Thinking in Your Organization
Tim Richardson, CEO, Total Development Resources, Inc., Knoxville, TN
WELCOME AND OPENING REMARKS
Nader Moghaddam, President/CEO, Financial Partners CU, Downey, CA and CUNA OpSS Council Chair,
and
Bill Cheney, President/CEO, California CU League, Rancho Cucamonga, CA
8:45 – 10:00 a.m.
KEYNOTE ADDRESS
The Science in the Art of Service
Randy Harrington, CEO, Extreme Arts & Sciences, Eugene, OR
Cut Your Teller Turnover in Half
Mark Twisdale, SVP Human Resources, State ECU, Raleigh, NC
Sponsored by MoneyGram and CUNA Strategic Services
Welcome Home – Orchestrating the Member Experience from the Moment They Arrive
Dan Catamusto, Regional VP, Franklin Mint FCU, Broomall, PA
Balanced Scorecard: Giving Everyone the Opportunity to Guide the Strategic Plan
Michael Hiller, VP Administration, Stanford FCU, Palo Alto, CA
Sponsored by Sponsored by Precision Information
11:30-1:00 pm
MEMBERSHIP LUNCH (Open to all attendees)
Join us as our chair, Nader Moghaddam and the executive committee share the successes of the OpSS Council during the membership update. We will conclude the luncheon with prize drawings for some terrific gifts.
Dinner in Chinatown
What better way to enjoy San Francisco than an evening in Chinatown. Join us for dinner at the Empress of China which is lauded internationally as one of the world’s most beautiful Oriental restaurants. Once dinner concludes, spend an hour or so wondering in and out of the many diverse shops in this historic area. Bus transportation to and from Chinatown will be provided.
Protecting Your Credit Union from Identity Thieves
Jim Stickley, CTO/VP Engineering & Co-Founder, TraceSecurity,Inc., Baton Rouge, LA
Cultivate a Dynamic Call Center by Growing Profits and Building Relationships through Outboard Calls
Mike Silvers, SVP Sales & Service, Patriot FCU, Chambersburg PA
Strategies for Recapturing Share Growth Momentum
Jay Johnson, EVP, Callahan & Associates, Washington, D.C.
11:30 a.m. – 1:00 p.m.
GRAB-N-GAB LUNCH - CHOOSE A ROUNDTABLE
Grab a lunch and choose a roundtable to attend. This is an open dialogue discussion with your peers. Find out what other credit unions are doing during this informative session.
Topic 1: Non-interest Income
Facilitator: Jay Johnson, EVP, Callahan & Associates, Washington, D.C.
Sponsored by IBT
Topic 2: Call Centers
Facilitator: Mike Silvers, Sales/Performance Consultant, Florida Credit Union League, Tallahassee, FL
Topic 3: Fraud Prevention
Facilitator: Jim Stickley, CTO/VP Engineering & Co-Founder, TraceSecurity,Inc., Baton Rouge, LA
Sponsored by Trace Security
Transformation Innovation Within Credit Unions
Jim Morrell, VP Support Services/CIO, iQ Credit Union, Vancouver, WA
Sponsored by Trace Security
What’s Happening in the Marketplace and How to Best Position Yourself For the Next Step in Your Career
Bridget O’Rourke, Director-Executive Search, O’Rourke Career Connections, Brisbane, CA
and
Mike Juratovac, Director-Executive Search, O’Rourke Career Connections, Brisbane, CA
Branch Transformation
Linda Perconti, Director, Delivery Channel Solutions, Diebold, Inc., Canton, OH
Sponsored by IBT
2:30-3:00 pm
NETWORKING BREAK
2:45-4:15 pm
TOWN HALL BEST PRACTICES
Join us as our Best Practice award winners share the secrets to their success in this general session.
GENERAL SESSION
Emerging Technologies for 2006 – An Update for Non-Technical Executives
Tom Kroen, Senior Product Manager, Summit Information Systems, Corvalli, OR
10:00 – 10:15 a.m.
NETWORKING BREAK
10:15 – 11:15 a.m.
CLOSING SESSION
People Before Profit…Even in the Dictionary
Patrick Adams, EVP, St. Louis Community Credit Union, St. Louis, MO
