The Customer-Centric Organization
Hear how the customer care and experience team is humanizing the customer experience for Ally Bank by meeting their customers in their channel of choice.
Speaker: Wendy Dempsey
Executive Director - Customer Care and Experience, Ally Financial
Wendy was named Executive Director of the Customer Care and Experience Group for Ally Bank in June 2021. In this role she is responsible for managing the contact center experience for the Deposit, Invest and Auto lines of business. The goal is to provide a seamless customer experience in the customer’s channel of preference.
Prior to her current role, Wendy was Executive Director of the Auto Customer Care Group for Ally. In this role she was responsible for managing both the on-shore and off-shore teams handling Ally’s non-collection customers including dealers. This included activities such as, inbound calls, billing statements, payment processing, title and contract retention, fulfillment request, supplier oversight and complaints. Previously, throughout Wendy’s thirty years with GMAC/Ally, she has held various roles in Quality Management, Servicing, Risk, Finance and Operations.
Wendy received a BS in Business Administration from State University of New York at Fredonia, Fredonia, New York and a Masters from Wayne State University, Detroit, Michigan. She is the National Chair for Ally’s Generational Employee Resource Group and active with Impact 100 Metro Detroit a not-for-profit whose goal is to invest in our community by giving back through collective philanthropy.