Experience

Firstmark Credit Union

• United States
• Financial Services
• 100 - 200 Employee

• Vice President

  • Mar 2021 - Present

  Oversees the planning and implementation of the contact center strategies and operations, improving systems, processes, and managing staff; and participates in the operational and strategic management, effectiveness, and efficiencies of all remote delivery channels. Focuses on meeting and exceeding member service and productivity expectations including telephone service levels. Maintains an atmosphere of innovative and continuous improvement, focused on building efficient processes, optimizing… Show more Oversees the planning and implementation of the contact center strategies and operations, improving systems, processes, and managing staff; and participates in the operational and strategic management, effectiveness, and efficiencies of all remote delivery channels. Focuses on meeting and exceeding member service and productivity expectations including telephone service levels. Maintains an atmosphere of innovative and continuous improvement, focused on building efficient processes, optimizing staffing models and streamlining workflows. Establishes a sound program of employee development to improve performance and maintains a highly motivated and service driven staff.

• Director, Member Care Center

  • Oct 2018 - Mar 2021

  San Antonio, Texas Area

• Financial Center Manager

  • Jan 2010 - Oct 2018

  San Antonio, Texas Area Responsible for the overall retail growth and profitability of the financial Center. In addition, the Financial Center Manager is responsible for delivering superior member experience and service, and developing and implementing strategies and programs relating to sales, marketing, member retention and acquisition. In addition, builds and maintains a team of highly engaged and highly performing employees who are passionate about delivering exceptional member service and educating members on… Show more Responsible for the overall retail growth and profitability of the financial Center. In addition, the Financial Center Manager is responsible for delivering superior member experience and service, and developing and implementing strategies and programs relating to sales, marketing, member retention and acquisition. In addition, builds and maintains a team of highly engaged and highly performing employees who are passionate about delivering exceptional member service and educating members on our products and services to help them meet their financial goals.

• Assistant Financial Center Manager

  • Jun 2009 - Jan 2010

  San Antonio, Texas Area

• Senior Loan Specialist

  • Mar 2008 - Jun 2009

  San Antonio, Texas Area

• Senior Member Service Specialist

  • Apr 2007 - Mar 2008

  San Antonio, Texas Area

• Senior Teller

  • Jul 2005 - Apr 2007

  San Antonio, Texas Area

• Teller II

  • Jan 2005 - Jul 2005

  San Antonio, Texas Area

• Teller

  • Jan 2004 - Jan 2005

  San Antonio, Texas Area