Prepared for

Chief Operating Officer

Adam Richardson
1. Please provide an overview of your current or most recent position. Include a
discussion on your areas of responsibility, reporting structure (including who
you report to and your direct reports), and key accomplishments.
The primary function of the HR Manager is to assist AFCU in living out the values: Our
Why: Be the Difference, to make a difference in the lives of the employees, members,
communities and business partners. One of the primary means to achieve this is to
recruit and develop a highly effective team of employees and developing each
employee to their highest potential through coaching and leadership. Responsible for
ensuring that outstanding service is delivered to both internal and external members.

Provides Human Resource services for AFCU with primary emphasis in areas of
wage and salary administration, payroll, employee benefits, talent acquisition &
recruitment, performance management, recognition & engagement programs,
employee development programs, and succession planning.
Execute Strategic plans to drive revenue growth and/or decrease expenses.
Ensure staff is in compliance with all AFCU policies and procedures.
Responsible for ensuring that employees deliver consistently high quality service to
both internal and external members and that the service being provided is in
alignment with the AFCU values.
Assist the VP of HR as needed with the preparation, implementation and supervision
of the budget for salary compensation, payroll, employee benefits, recruitment and
training consistent with the overall strategic plan and budget of AFCU.

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

Developed new processes and efficiencies to increase accountabilities in the HR

department and continue to reduce errors. In addition, created a department
restructure to align employees with the business needs and goals to improve overall
performance and increase exceptional internal member service.

Audits Performed:
o Internal
HR Compliance - Gym Waiver & Mobile Access
Internal Audit - Defined Benefit
Bond ability through CUNA Mutual
I-9
Internal Audit PTO/EIB
o External
DOL - Workers Compensation
Thomas & Thomas - Defined Benefit
o Initiated Carrier Connections (Benefits) in HRIS
o Community Involvement: Presented at the HRMA Background Checks
o Facilitates and leads 7 Habits Training for AFCU staff and HR

2. What is your definition of customer service and how do you know when
exceptional customer service has been achieved?
Customer service is meeting the individuals needs before your needs, while providing
features and benefits of the product or service being sold. It is how employees can
make the customer feel valued before, during, and after the interaction. Customer
service is part of every employees interaction with internal and external members.
Ultimately, customer service is defined by the customer. Exceptional customer service
means that you go above and beyond what the individual expects. When a successful,
customer oriented relationship is achieved with each member, they become loyal
customers to the business. Exceptional customer service is achieved by the growth of
membership, high satisfaction from all members, and customers expression to all
employees. There is enormous joy in making your customers day and meeting their
needs. There is power in this simple rule: Always give people more than they expect to
get. Nelson Boswell
Lastly, customer service is training that must be continuous for all employees. It is a
lasting impression that keeps the member returning and recruiting more members for
the industry.
3. What has been your experience in developing and fostering a culture that delivers
unique service? What are some things you have done to separate the service
level of your organization from that of your competition?
While working at Bath & Body Works for over 10 years at various stores and levels, I
developed associates, sale leaders, and co-managers to ensure the Total Customer
Service was fostered and cultivated. We utilized five non-negotiables when servicing
customers. As a manager, it was my responsibility to utilize the tools and resources to
Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

Unfortunately, many times non-sales teams have no tangible finish line and fail to
understand their role in the success in the organization. Leading a non-sales team can
be challenging for leaders. Consistent coaching, inspiration and motivation are required
for a successful sales team and non-sales team. This inspiration and motivation can be
achieved by mangers through the understanding of all of their subordinates hierarchy of
needs. It is instrumental in the success of an organization to understand what drives a
non-sales team to the next level of success. Creating buy-in is an important factor in
leading a non-sales team. Unlike the tangible goals of sales numbers, this comes from
setting goals, objectives and priorities for the non-sales team. In our organization, it is
important to understand that every employee has a role in the future success and
growth in our industry.
10. Tell me about a time when you Made a Difference in someones life? How would
you Make a Difference in your role as AFCU COO?
Over the years, I have mentored and developed several employees and peers that have
been promoted into higher level positions. Watching an employee being developed and
promoted in an organization and realizing that I was part of the leadership, mentoring
and coaching and it played an instrumental role in that individuals success. Developing
others is a key responsibility of a leader and I take pride in helping others be the best
they can be in life - personally and professionally. This determination would be no
different in the Chief Operating Officer position. I would ensure all levels in the operation
division received professional development through effective coaching, training and
mentoring, while ensuring the best resources and tools were available to build
exceptional member service for AFCU.
One of my favorite quotes every organization should post: CFO asked CEO: What
happens if we invest in developing our employees and they leave? CEO: What happens
if we don't and they stay? Author Unknown
Employee development is twofold, it develops the employee to gain positions of
leadership and it develops the organization to differentiate itself from competing
organizations. This is making a difference in someones life and the organizations
success for future superiority.

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714