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Session 301: How to Build a Help Desk That Champions Your Culture

Wednesday, August 5 at 3:00 PM

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Navy Federal Credit Union has improved its engagement score dramatically by hiring the right people, creating an environment of collaboration and appreciation, and by displaying absolute interest into each individuals professional and personal aspirations that is aligned with the organization's mission. In this session, learn how to build a roster of great candidates (hint: "Don't build a team full of Michael Jordans"), tactics for keeping the team engaged, and tips for promoting collaboration and appreciation.

SupportWorld Live speaker photo for Theodore-Varela

Don Varela

Resource Manager

Navy Federal Credit Union

20 years in financial services. Served in leadership capacities in IT, marketing, PR, lending, and customer service, with deep exposure in digital, strategic management, and team development. Served in 13 different roles within the organization spanning services in retail banking, training, collections, corporate communications, technical support, and mortgage lending. Currently is one of the resource managers of the credit union's IT Service Desk, supporting over 20,000 employees worldwide.