PNC FI­NAN­CIAL SER­VICES’

WORK­ING MOTHER OF THE YEAR

Working Mother - - 100 Best Companies 2018 -

ELLEN DURDEN

Hu­man Ex­pe­ri­ence and Op­er­a­tional Im­prove­ment Man­ager, Pitts­burgh, PA Mom to Olivia, 15, and Gavin, 10

Even though Ellen lost her hus­band un­ex­pect­edly ear­lier this year, her de­vo­tion to her chil­dren and teams never wa­vered. Within the past year, her Cus­tomer Care Cen­ter team re­sponded to more than 850 process-im­prove­ment sub­mis­sions. She also over­saw the Care Cen­ter’s move to a cus­tomer-sat­is­fac­tion-feed­back strat­egy, per­son­ally vis­it­ing each site to ed­u­cate em­ploy­ees about the plat­form. PNC says: “She con­nects and em­pow­ers her teams by rec­og­niz­ing their strengths and align­ing them with roles and re­spon­si­bil­i­ties to help them and the busi­ness thrive.”

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