Responsible for directing the internal and external customer experience of the organization in accordance with the bank’s strategic goals. This position ensures the organization’s customer touch points, operations, training, branding and philosophies align with providing the ultimate customer experience, as well as assesses and identifies global issues affecting sales and service through multiple information channels and initiates and follows through with change and improvement.

Vice President, Director of Customer Experience @ • Manage and direct the internal and external service experience for the organization. • Identify global issues in operations and processes through multiple channels and make recommendations to executive management to initiate and create better practices. • Administer the social media efforts for the organization. • Direct the Customer Service Center, including the development of leadership, the oversight of call center metrics and the leveraging of talent in the execution of customer experience goals. • Responsible for the integration and strategic alignment of customer experience channels within the Customer Service Center and Social Media Experience, and the collaboration of each within E-Channel and Online Banking. • Execute, analyze and deliver programs that measure sales and customer experience. • Develop and facilitate select courses, including First in Service and Service Recovery & Case Studies courses for new hires and teammates, as well as partner with Training & Development to ensure customer experience is embedded into the ongoing curriculum. • Partner with Marketing on customer surveys, traditional and non-traditional methods of customer insight. • Receive and analyze feedback from all lines of business to assist in enhancing the customer experience. • Create, educate and promote the External and Internal Service Standards of the organization. • Foster and solicit incremental, breakthrough and transformational improvements through innovation. • Partner with regional executives and managers as needed to facilitate unresolved internal and external concerns. • Work with Corporate Communications, Compliance and Retail Operations on internal and external customer communications. • Lead the customer experience integration and on-boarding of mergers and acquisitions. • Manage the holding company’s Better Business Bureau (BBB) record and resolve filed complaints. From October 2007 to Present (8 years 3 months) Assistant Vice President, Customer Advocate @ • Designed and maintained Sales & Customer Experience Survey mystery shop program for the bank. • Resolved escalated customer issues and identify global issues through monthly tracking. • Managed customer communication channels through surveys, email, comment cards and direct contact. • Measured and managed teammate service levels through Internal Service Standards. • Served as a liaison between departments in facilitation and escalation of external and internal issues. • Created and maintained feedback channel for customer and teammate improvements and suggestions. • Managed specialized projects as needed that impact customer relations. From March 2005 to October 2007 (2 years 8 months) NCF/Metavante Conversion Team Trainer @ • Assisted with development of new software and systems for retail division during ownership conversion. • Trained over 125 teammates on multiple retail division internal software and systems. • Developed and conducted readiness reviews for branches prior to systems conversions. • Managed and assisted with redevelopment of Customer Call Center and Internet Banking. From November 2004 to March 2005 (5 months) Branch Manager @ • Directed activities of branch teammates to achieve the objectives of annual business plan. • Achieved over 1300% of individual loan production goal for consumer lending. • Led team to 310% of loan production goal and highest deposit account production in five years for branch. • Fostered the ultimate customer experience by building relationships with customers and team. • Trained and developed teammates in sales and service and succeeded in their career advancement. • Maintained operational functions and audit requirements of the branch. • Established and maintained deposit and credit products of customers and growth of existing relationships. From November 2003 to November 2004 (1 year 1 month) Assistant Branch Manager @ • Assisted with the activities and direction of branch in conjunction with Branch Manager. • Managed operational effectiveness and audit processes of branches. • Coached teammates on sales and service behaviors. • Supported the responsibilities of Branch Manager. From April 2002 to November 2003 (1 year 8 months) Financial Services Advisor @ • Established retail account relationships with new and existing customers. • Trained on deposit products, IRA/CD accounts, consumer and small business lending. • Received management and mentorship training through MIT Program. From June 2001 to April 2002 (11 months)

VBA School of Bank Management @ University of Virginia From 2007 to 2009 B.A., American Government, Philosophy @ University of Virginia From 1997 to 2001 Jason Huffman is skilled in: Banking, Customer Service, Process Improvement, Strategic Planning, Financial Services, Team Building, Performance Management, Change Management, Leadership, Customer Satisfaction, Sales, Marketing, Training, Small Business, Small Business Lending