Aren’t we all really in the customer experience business? During the 20+ years in residential real estate and corporate relocation, the #1 cornerstone of Jill’s business has always been the experience she and her team delivers. Little did she know that this strategy that would become a leading best practice for the world’s greatest businesses to survive in the future. This inspired Jill to interview big business as well as top CX professionals who are leveraging strategies to deliver a superior customer experience, and to share their stories with the business community at large. Join Jill every third Wednesday at 10AM at CXRadio.online.
David R. Poole and his leadership team help ensure that Merrill Edge is providing an industry-leading client experience and delivering investment solutions based on clients’ needs and priorities. David is focused on delivering a best in class client experience across all channels. He leads the design and execution of client treatment and relationship deepening strategies that drive client satisfaction, acquisition, and retention. Key areas of focus include developing advanced technology infrastructure, streamlining of processes and procedures and enhancing the associate experience.
In addition, David is responsible for promoting a culture of strong risk management via oversight of Business Supervision and Controls. Prior to joining Bank of America in 2013, David held various senior leadership roles across sales and service at E*Trade over a 14 year period. His most recent role at E*Trade was Vice President of Customer Service where he led all domestic and international service, quality assurance, service to sales, and workforce management groups. He also served as the enterprise client experience lead. David holds an MBA degree from University of Georgia as well as a Bachelor of Social Sciences degree. He received a Certificate of Financial Planning from Florida State University and holds Series 7, 63, 24, and 4 FINRA registrations.
About Your Host
Jill Heineck is a leading authority on corporate relocations, and is highly sought after for her real estate industry acumen and business insights. As a published author, frequent panelist and keynote speaker, Jill shares her experience and perceptions with people from around the globe.
Jill is a founding partner of Keller Williams Southeast, established in 1999, and the founder and managing partner of Heineck & Co. Her real estate practice specializes in corporate relocations, individual relocations, luxury residential, and commercial properties. Jill’s analytical approach to problem-solving, along with her expert negotiation skills and sophisticated marketing, deliver superior results to her clients. Her winning strategies and tenacious client advocacy have earned her a reputation for excellence among Atlanta’s top producers.
While Jill has received many accolades throughout her career, she is most gratified by the personal testimonials and referrals she receives from her clients. Jill’s unwavering commitment to the customer experience, and her focus on the unique needs of each client, serve as the foundation of her success.
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