Experience

Falcon International Bank
• United States
• Banking
• 1 - 100 Employee
• Branch Manager - Stone Oak Location

  • Aug 2023 - Present


USAA

• Financial Services
• 1 - 100 Employee

• Senior Member Solutions Specialist

  • Aug 2017 - Dec 2022

  • Directed teams of 12–18 people and coached new hires on customer service and sales goals, resulting in productivity improvements by 13-17% quarterly • Analyzed data in CRM platforms to propose solutions to specialists, and insights to senior leadership, averaging in 8% quarterly decrease of average call handle times• Created and coached training material to teams on delivering meaningful customer and stakeholder relationship tactics to exceed company sales goals• Identified, assessed, and resolved specialist compliance errors to reduce company federal regulatory fines • Spearheaded senior level special projects for cross functional banking process improvement initiatives Show less

• Member Solutions Specialist

  • Sep 2013 - Aug 2017

  • Assessed member finances and developed integrated solutions on products that met the member’s needs and financial security• Performed origination, processing and closing of auto loans • Provided member recommendations for locating, purchasing, and insuring new automotives for the auto operations division• Developed and maintained exceptional customer service and customer relationships with members• Managed products and services of all loan types via outbound calls to USAA members to complete member acquisition of products and services Show less



IBC Bank

• United States
• Banking
• 700 & Above Employee

• Branch Manager

  • Jul 2010 - Dec 2011

  • Oversaw management of two branches which included delegating tasks to teams regarding company expectations, sales quotas, and compliance protocols • Oversaw management of two branches which included delegating tasks to teams regarding company expectations, sales quotas, and compliance protocols



Geek Squad

• IT Services and IT Consulting
• 700 & Above Employee

• Geek Squad Agent

  • Jul 2007 - Jan 2010

  • Provided timely support to customers including helping them understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing next steps • Provided timely support to customers including helping them understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing next steps