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Work experience

Mar 2006Feb 2009

AVP Director of Client Services


A Fortune 500 corporation that provides transaction processing and an array of services to financial institutions, insurance companies, and health care. Fiserv is the world’s largest service provider to banks.

AVP Director of Client Services [ITI Outsourcing Central Region]Manager for all customer interactions, telephone support, e-mail, portal, face to face, fax in a help desk environment. Consistently exceeded all budgetary, qualitative and quantitative goals. Mentored, managed and evaluated 2 managers and a staff of 25 application specialists. Responsible for the overall service interaction of Client and Staff relations.

  • Developed performance incentives to change behavior and improve internal and external client satisfaction. Post introduction of the program lead to 0% attrition.
  • Implemented a monitoring program to ensure the highest quality interaction increasing client satisfaction by 30%.
  • Client base grew by 20% while maintaining the same FTE.
  • Developed training manual, procedural process enhancing the synergy of the work teams, and enforcing accountability throughout the services team
  • Created best practices increasing customer satisfaction by 20% thereby reducing client defection.
Mar 1996Jan 2006

Contact Center Manager, Assistant Vice President

St. Francis Bank a division of MidAmerica Bank (Now National City)

From the ground up, initiated and established the Call Center. Responsible for establishing, developing, and maintaining budget goals. Mentored, managed and evaluated 3 supervisors and a staff of 26 representatives; through coaching, daily enhance the skills of staff to improve customer experience

  • Assisted in the deployment of two sales programs, Schneider Sales and AID INC
  • Project Manager for the implementation of the internet site
  • Manager for all customer interactions, including e-mail, fax in/outbound calling
  • Consistently exceed all qualitative and quantitative goals; manage communications including IVR, ACD, automated attendant, Voice Logger and PBX
  • Decreased turnover by 20% by implementing a comprehensive call center development program
  • Consistently given highest management ratings in company from employee surveys
  • Implemented a monitor program to increase customer experience and agent skills
  • Project Manager for the Interactive Voice Response System (IVR/DIAL/Bank by Phone) replacement project, Voice Logger system, which digitally records all customer interactions, Project Management tool
  • Developed staff performance incentives in/out bound to increase share of wallet
  • Started a customer survey on customer experience with customer service team. The team consistently rated 5.65/6.00 scale
  • Facilitated behavioral mechanisms to increase customer satisfaction and obtain new business
  • Initiated an outbound group to triple account services and develop new clients
  • Implemented a customer relationship management [CRM] tool to enhance customer satisfaction and reduce overall cost per call by 50 percent
  • Implemented business rules and work flow enhancements to improve efficiency between departments
Aug 1995Mar 1996

Teleservices Manager

National Funeral Directors Association

From the ground up, initiated and established the Call Center; manager for all customer / member service operations, including both inbound and outbound calling; responsible for hiring, developing training materials, curriculum, establishing goals with the management team and all on-going knowledge development of staff.

  • Installed a customer relationship management [CRM] tool, utilized by the entire Association
  • Created customer satisfaction rating tools to enhance member experience
  • Increased utilization of member services by 40%
Jan 1989Jul 1995

Call Center Operations Director

Site Manager of the Madison division, hired, trained, maintained and supervised and evaluated 13 supervisors and a 100 member staff.

  • Increased the Madison operations profitability by an overall 30%
  • Organized employee teams to increase production and employee retention
  • Successfully developed techniques utilizing data segmentation, file management, and donor demographics to increase client net returns by 40% over historic performance levels
  • Created a bonus program to increase production 20% in three months

Head of Arts and Cultural Department




Sep 1985May 1992

Bachelor of Fine Arts

UW - Milwaukee


Inside Sales Management
* Process Improvement                            * Best Practices * CRM                                                      * Telephony  * Banking software                                    * Consulting * Strategic Planning                                  * Staff development * Business Analysis                                 * Project Management * Balanced Scorecard                              * Problem Solving * Team Leadership                                  * Client Relationships * System Implementation and Integration


  • Active member and former Treasurer of Wisconsin Call Center Managers’ Association
  • Board member of Bay View Neighborhood Association, Chair of Public Spaces
  • Board member of Bay View Historical Society
  • Recently held the role of Vice President in Forward Bay View (Business Association)
  • Presented a call center technology seminar at the Banking Institute of America in 2002


Dean LaGrow most recently, AVP Director of Client Services for the ITI Outsourcing Central Region at Fiserv, an account processing provider to Financial Institutions. During his time at Fiserv, he implemented standards, documented employee development programs, structured coaching programs, policies, procedures, etc. increasing overall client satisfaction. Dean’s passion for customer service was displayed through programs he developed to level set and enhances the client experience.He consulted regularly with executives from the client base to help create synergistic solutions to improved efficiencies in the client processes. Prior to his current position, Dean built from the ground up 2 separate Call Centers. His adaptability to new industries has assisted him in adding value for his employers by helping his teams’ exceed customer expectation.

Currently he lives in Bay View, Wisconsin with his wife Lori. Dean is very active in the Bay View community, recently held the position of Vice President of Forward Bay View, a local business association. Next steps, he is looking for a new role where he can apply his adaptability, technology, development, and leadership skills.