Kelly Hanick

Experience

• 

  General Mills, Inc.

  May 1988 - Sept 1994

  Led all HR activites for the James Ford Bell Research and Development Center.

  • Director - Human Resources

    Aug 1991 - Sept 1994

  • Manager - Human Resources

    May 1988 - Aug 1991
• 

  First USA Bank (now JP Morgan Chase & Co.)

  Sept 1994 - Sept 1996

  Vice President - Human Resources
• 

  Bank One (now J.P. Morgan Chase & Co.)

  Sept 1996 - May 1998

  Sr. Vice President - Human Resources

  Led team of HR generalists in support of all operational functions, including Service, Collections, Credit, Risk and Fraud in 18 locations with over 18,000 employees.

• 

  JPMorgan Chase & Co.

  May 1998 - Jan 2004

  Sr. Vice President - Operations

  Led the growth of new customer service center from 200 employees to over 1,100 in 4 years. Established organizational wide standards for service delivery, becoming the flagship center and employer of choice in the greater Orlando market (as measured by 3rd party) for 3 consecutive years.

• 

  Barclaycard

  Mar 2004 - Mar 2006

  Senior Director, Customer Care

  As the US based subsidiary of Barclays Bank, BarclayCard US is a high growth credit card company focused on Co-Brand partnerships.Led all aspects of Customer Service including call center, correspondence, e-mail and all back office operations. From 2004 to 2006 doubled account base, achieved world class customer satisfaction ratings and implemented new service technologies for our employees and customers.

• 

  JPMorgan Chase & Co.

  Apr 2006 - Jun 2013

  SVP Customer Service

  Lead multiple US and international service centers providing world class customer service through over 6,000 employees. Through over 7 million contacts monthly, build customer loyalty, sales revenue and card usage.

• 

  MetLife

  Jun 2013 - Jun 2016

  Head of Customer Service / Contact Center Operations

  Responsible for the overall leadership and day-to-day management of the MetLife service organization. Responsible for setting and executing the Service strategies to deliver a consistent, customer-centric experience in every contact.

• 

  U.S. Bank

  Sept 2016 - Nov 2023

  • Executive Vice President

    May 2020 - Nov 2023

  • Head of OmniChannel Service Operations

    Sept 2016 - May 2020