General

On Hold with John and Ramon: Episode 2 with Dre Allen from Quicken Loans

On This Episode:

On this episode of On Hold, John and Ramon are joined by Dre Allen, Senior Director of Business Strategy at Quicken Loans! Listen in as John and Ramon chat with Dre about all things CX at Quicken. Dre will share insights into how they make investments in their people and why that makes the experience wonderful for the employee, the customer, and the company.

Dre’s Story:

Learn how Dre found her way to Quicken Loans, the lightbulb moment where she realized she had a real future at Quicken, and more

Practitioners Corner:

Learn how the Quicken team is organized, the projects the team is focused on, and how Dre started a team called “Lighter Fluid”

Double Down:

Hear the initiative that Dre and her team are really focusing on this year

About On Hold:

Hang out On Hold with John Ernsberger (Co-Founder and SVP of Client Services at Stella Connect), Ramon Icasiano (SVP of Customer Experience at Earnin)!

John and Ramon became fast friends after meeting in 2017. Ramon has been a long-time CX operator and leader, navigating his way from big company bureaucracy (at companies like Verizon and GAP) to the exciting growth of Silicon Valley’s hottest tech companies (Netflix, Zynga, and Earnin). John has been impacting the CX industry from the “other side” leading go-to-market teams for various SaaS ventures he’s co-founded and selling to people like Ramon at companies such as Walmart, Mercedes-Benz, and Quicken Loans. All it took was a few glasses of tequila to realize their complementary backgrounds and, well, mutual love for tequila. 

On Hold with John & Ramon is a fun podcast about the operational realities of managing a CX organization as well as building a SaaS business selling into CX departments. Listeners will get a front-row seat to the day-to-day challenges that leaders face across the growing CX industry.