Cindy Hancock is the Director of the Contact Center at STCU. She joined the credit union in 2002, working a variety of roles from frontline to operations, including multiple leadership roles. Cindy has been instrumental in several credit union wide projects including a core conversion, phone system software implementation, as well as the successful creation of a new department focused on answering complex member requests. She later took over managing the entire contact center, where she reconstructed the department into specialized groups focusing solely on online banking and digital. In 2020, Cindy was promoted to Contact Center Director where she steered the credit union towards focusing on accelerating digital channels during the COVID pandemic. Her efforts in the Contact Center have brought member wait times down from an average of 13 minutes to 2 minutes. Cindy also has extensive experience in vendor management, continuous improvement, and employee mentorship and development.