–SVP anchors a decades-long run of top-tier satisfaction and loyalty rankings–
Data Center Inc. (DCI), the privately-owned developer of iCore360 core banking software and related digital technologies, has promoted Susan Flores to Senior Vice President of Customer Support, assuming executive management of the customer support, product implementation, account management, card service and education departments.
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“DCI has a long-standing reputation for providing the best customer service in the [core bank technology] industry,” said Sarah Fankhauser, DCI President and COO, “and Susan has been a leader in protecting and growing that reputation for twenty-five years. It’s her personal passion, and she’s good at it.”
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Flores began her banking career as a bookkeeper and trainer for a community bank. After 11 years, her penchant for connecting with people led her to join DCI in 1995 as a customer support receptionist, and by 2004, Flores was managing the entire call center of 30 professionals in multiple banking specialties.
In 2011, Flores was promoted to vice president to lead both the customer support and professional services departments, which included the core software implementations and client education units. Flores notes that this promotion was particularly rewarding because it helped her seek out and maximize commonality between seemingly different areas. Says Flores, “We found great new ways to bridge multiple areas of talent and knowledge for even broader, high-impact service to our customers, and we keep looking for more.”
Flores has ushered several evolutions in the company’s phone, e-mail, web and live chat support technologies over the years. Yet, she remarkably still ensures that each of the thousands of contacts per month from hundreds of client bankers nationwide are answered by a live person and resolved, on average, in just minutes.
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