Each month we will highlight a past Crasher or another emerging leader. This person or group of people demonstrates the core values of the Filene Communities and works to disrupt the status quo to make cooperative finance accessible for everyone.
Who: Angel Leverette & Shaye Baker
Role: Member Service Center Managers
Where: Pen Air Federal Credit Union, Florida
Why: After a quick shift to a social distancing mindset, Pen Air Federal Credit Union transitioned some of their staff to the departments that would be impacted the most by this shift. Under the leadership of Angel and Shaye, the Pen Air Member Service Center has seen an increase in calls with minimal impact on wait time. Recently reaching the highest call volume on record, the abandonment rate stayed under 5% for the entire day. This is just one example of their dedication to enhance Pen Air’s member experience.