The night of October 8, 2017, is a night Santa Rosa, CA, will never forget. Struck by a fast-moving firestorm, phones were out, electricity was out, roads were closed, and people were without homes, vehicles, childcare, jobs, and resources. In this session, attendees will learn how Exchange Bank navigated the initial hours of the response: how support communicated with employees, what resources were made available to them, and how the company ran on half the resources.
Speaker Bio - Bren Hanson has worked in customer service management for Exchange Bank since 1993, and in the customer service industry since 1981. She created the "Super Help Desk" in 2002 and currently manages Level 1 and 2 support teams. Her support center takes calls on bank security, IT hardware/software, facilities/maintenance, and telecommunications, and is the single point of contact for her company. Bren is a member of the SFHDI Board of Directors.