Experience

• 

  McLennan Community College SBDC

  • Temple

  • Business Advisor

    • Sep 2013 - Present
    • Temple

    Counsel with small business owners and persons interested in going into business by assisting them in solving business related problems. Areas of assistance include developing business plans, financials, management, and training. Counties covered are Bell and Coryell.

• 

  Extraco Banks

  • United States
  • Banking
  • 300 - 400 Employee

  • VP, Customer Experience and Self Directed Services Manager

    • Aug 2012 - Mar 2013

    Directly managed 6 direct reports with 120 employees under my supervision. Responsible for 18 branches and 3 customer care call centers. Responsible for hiring and development of all Retail employees through leadership programs and mentoring. Developed and implemented business sales strategies for all Retail lines of business and alternative delivery channels. Monitor and evaluate production, cultural, traffic, and staffing trends to make necessary adjustments as needed. Lead and serve on business, product, and process improvement task forces for improvements, product development, and seamless integration. Ensure consistent delivery of a superior customer experience to internal and external customers through all contact channels.

  • VP, Manager of Sr. Sales Coaches

    • Jan 2012 - Aug 2012

    Effectively led team of Sr. Sales Coaches for behavior and goal attainment across all Financial Centers.

  • VP, Sr. Sales Coach

    • May 2011 - Dec 2011

    Responsible for Temple 31st, Temple DT, Belton, Georgetown, B/CS and Hamilton Financial Centers.Ensure Relationship Mangers receive coaching and guidance necessary to effectively lead their teams.Coaching of all personnel for improvement in all desired behaviors and activities.Strengthen Relationship Manager’s knowledge and understanding of the Bell Leadership Model.Assist Relationship Managers in their development by increasing Core Competencies and reducing Extremes.Conduct superior lobby observations and coach RM’s on identified deficiencies.Routinely communicate management best practices and provide coaching techniques that deliver results. Monitor and inspect the overall lobby experience and work with RM to enhance it.Ensure RM creates a fun work environment for their direct reports.Lead effective Weekly Manager Conference Calls.Build leadership talent in Relationship Manager and develop redundancy for Sr. Sales Coaching role.Maintain a Retail Leadership redundancy plan for each Financial Center and leadership role.Guide Relationship Managers by effectively holding them accountable to reach production and referral goals.Ensure each Financial Center has the appropriate leadership talent.Provide leadership guidance through leadership programs such as the Relationship Mentor Program, SAIL, and EFF.

  • VP, Relationship Manager

    • Apr 2009 - May 2011

    Responsible for Extraco's biggest and busiest Financial Center at the Temple S. 31st location. Directly managed 2 supervisors and 9 relationship bankers for culture and production results. Effectively led a team of RB’s and RBS’s by providing consistent one on one’s and Career Path Planning conversationsChampioned SWARM banking behaviors and set a strong example of what techniques and philosophies needed to be adopted by all members of the teamMastered employee mentoring by preparing one on one’s, Weekly Sales Meetings, and Team Monthly MeetingsEnsured both RBS’s received necessary guidance and direction needed to make progress in their supervisory career pathsGrew a team that delivered a superior first class customer experience consistentlyParticipated in strategic retail planning by determining what processes add value to the customer and employee experienceDemonstrated Extraco Way behaviors daily and held team accountable for corporate production resultsManaged and led the Manager Mentor Program for Relationship Manager development

  • AVP, Customer Care Manager

    • Feb 2005 - Apr 2009

    Responsible for the management of personnel and production results of the Temple and Waco Customer Service Call Centers.Manage activities of all Customer Care personnel.Determine hours of operation and standard staffing levels Customer Care based on volume.Determine work procedures, prepare work schedules, and expedites workflow of Care Center.Annually develop an operating budget based on hours and staffing levels.Formulate annually a business plan and goals for execution of duties.Execute business plan within predetermined budgetary guidelines.Identify key performance indicators and establish baseline and target measures.Develop, communicate, and implement a balanced scorecard to track key performance indicators.Monitor balanced scorecard to identify and act on both positive and negative trends to ensure attainment of revenue goals and performance targets.Develop online procedures for Care Center to ensure a superior customer experience through standardized scripting, processes, and follow up.Monitor calls daily to observe employee demeanor, technical accuracy, and conformity to company policies.Continually study and standardize procedures to improve efficiency and effectiveness of Care Center.Maintain harmony among workers and resolve grievances.Prepare weekly composite reports for senior management.Assume responsibilities for projects and duties as directed by SDS Manager.

• 

  Dell Inc.

  • Sr. Sales Analyst

    • Jan 2002 - Feb 2005

    Responsible for training and influencing Dell sales environment. Monitored individual and team results and coached for goal attainment. Trained all new hires on selling techniques and objection resolution.Interfaced with senior management to develop process improvements. Performed analysis of trends and designed solutions to improve performance.

  • Consumer Sales Consultant

    • Jul 1999 - Jan 2002