Jay Freeman is a Senior Advisor to Gallup. He brings his expertise in financial services and retail banking and experience as a Gallup client to Gallup and its clients, advising them strategies to deepen customer relationships , increase market share and profitability. Jay is a native of Houston, Texas and began his banking career there in 1979. He joined Wells Fargo in 1996 through the acquisition of Victoria Bancshares, where he served as Executive Vice President. He managed Victorias Community Bank, including all its retail and commercial banking operations. For the last 12 years, Jay led Sales & Service Development (SSD) within Wells Fargos Community Bank. Under his leadership, SSD reported and analyzed sales and service data and developed sales and service best practices, including the customer experience improvement program 11 Ways to WOW! SSD also provided regional marketing support, coordinated learning and development, and developed strategic communications for Wells Fargo Community Bank. Jay received his bachelors degree in business administration (finace) from the University of Houston. He is currently serving a third term as Chairman of the Board of the Bank Administration Institute. He and his wife, Cindy, live in Folsom, California.