Testerman will be responsible for Truliant’s call center, overseeing strategic direction, operational effectiveness, service levels and performance, and implementation of new programs. His oversight includes digital and phone lending and member experience within phone, email, chat and third-party service partner areas. He reports to Truliant Chief Digital Officer Rik Kielbasa.
“Mark’s expertise will be invaluable as we continue marking new milestones in member service and innovate experiences that streamline account access,” Truliant’s Kielbasa said. “We welcome him to Truliant and look forward to him building on a tradition of excellence in our contact center.”
Testerman’s most recent position was as contact center manager for Leggett & Platt Consumer Products. He was responsible for its adjustable bed warranty service center, serving customers in the U.S. and Canada.
Prior to that position, Testerman worked more than two decades for Sears Holdings Corporation, most recently as director of call center operations. He was the senior leader for five contact centers, handling more than four million contacts a year and supporting inbound/outbound sales, sales support and home improvement product lead generation teams.
Testerman served in the U.S. Army 502nd Military Police Corp at Fort Hood in Texas.
About Truliant Federal Credit Union Truliant is a mission-driven, not-for-profit financial institution that promises to always have its member-owners’ best interest at heart. It improves lives by providing financial guidance and affordable financial services. Truliant was chartered in 1952 and now serves 280,000+ members. Truliant has more than 30 Member Financial Centers in North Carolina, South Carolina and Virginia.
FOR MORE INFORMATION
Contact: Heath Combs
(o) 336.293.2054 (c) 336.442.5736