Experience

360factors, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Dec 2022 - Present

  Austin, Texas Metropolitan Area



Kasasa

• United States
• Financial Services
• 200 - 300 Employee

• Senior Manager, Retail Enablement & Development

  • Feb 2021 - Aug 2022

  Austin, Texas, United States • Managed a team of up to six staff members charged with assessing clients' frontline staff based on training delivered from Kasasa and owned a retail optimization program for clients to spearhead continuous improvement and staff development wins in opening more profitable accounts for consumers. • Coordinated cross-functionally between Client Success, Data Value, and Instructional Designers to recognize gaps in the Retail Consultants and developed tools and training to maximize their… Show more • Managed a team of up to six staff members charged with assessing clients' frontline staff based on training delivered from Kasasa and owned a retail optimization program for clients to spearhead continuous improvement and staff development wins in opening more profitable accounts for consumers. • Coordinated cross-functionally between Client Success, Data Value, and Instructional Designers to recognize gaps in the Retail Consultants and developed tools and training to maximize their output. • Tracked performance of clients based on interactions with the Retail Consultants within the retail optimization program and coached them based on their activities and client conversations. • Managed, developed, and coached staff members in a high-volume environment, providing leadership on best practices to optimize business results and client satisfaction and retention. • Developed the beginnings of a client webinar series to bring client institutions together to meet on a monthly basis to discuss challenges and best practices to help clients in a scalable way.

• Retail Experience Manager

  • Nov 2015 - Feb 2021

  Austin, Texas, United States • Hired and onboarded team of retail experience analysts, consistently reviewing and improving process. • Oversaw a team of retail experience analysts and supported the training, performance monitoring, and program analysis for community financial institutions to design and implement improvements. • Served as the subject matter expert between cross-functional teams for data, retail experience, and business process management to align on key goals and objectives; assumed a proactive… Show more • Hired and onboarded team of retail experience analysts, consistently reviewing and improving process. • Oversaw a team of retail experience analysts and supported the training, performance monitoring, and program analysis for community financial institutions to design and implement improvements. • Served as the subject matter expert between cross-functional teams for data, retail experience, and business process management to align on key goals and objectives; assumed a proactive leadership role for change management functions and special projects to marshal staff and resources for execution. • Partnered with analysts to create, implement, and scale new reporting structures that enhance decision making and strategic planning by assessing relevant performance metrics and gaining new insights.

• Sales Coach

  • Aug 2013 - Nov 2015

  Austin, Texas, United States • Partnered with community financial institutions to improve sales cultures to have more meaningful interactions between service representatives and their clients focused on fostering and sustaining lasting relationships with clients and make the institution the go-to financial institution for all banking needs. • Facilitated a seamless, six-week coaching and leadership development program to successfully certify more than 100 professionals alongside serving as the manager and mentor for… Show more • Partnered with community financial institutions to improve sales cultures to have more meaningful interactions between service representatives and their clients focused on fostering and sustaining lasting relationships with clients and make the institution the go-to financial institution for all banking needs. • Facilitated a seamless, six-week coaching and leadership development program to successfully certify more than 100 professionals alongside serving as the manager and mentor for another sales coach. • Organized and executed a large-scale conference for a streamlined program offering, employing high-level public speaking abilities to certify large groups of financial institution leaders concurrently.

• Client Director

  • Jan 2013 - Aug 2013

  Austin, Texas, United States • Cultivated and managed business relationship with C-level executives within partner community financial institutions to inform strategic planning and decision-making regarding product portfolio optimization, client value proposition, account management practices, profitability, and performance. • Owned relationships with C-level employees at client institutions, acting as liaison to discuss client performance as well as how our products and services could help contribute to a successful… Show more • Cultivated and managed business relationship with C-level executives within partner community financial institutions to inform strategic planning and decision-making regarding product portfolio optimization, client value proposition, account management practices, profitability, and performance. • Owned relationships with C-level employees at client institutions, acting as liaison to discuss client performance as well as how our products and services could help contribute to a successful strategy.

• Account Manager

  • Feb 2012 - Jan 2013

  Austin, Texas, United States • Partnered with clients to update and improve their website, driving new clients toward tailored product recommendations that support sales conversion rates while bolstering customer satisfaction. • Leveraged trend, data, and voice of customer insights and analyses to ensure that new features or site updates appropriately reflected and aligned with strategic objectives. • Maintained cross-functional relationships with site designers and creative professionals, communicating changes or… Show more • Partnered with clients to update and improve their website, driving new clients toward tailored product recommendations that support sales conversion rates while bolstering customer satisfaction. • Leveraged trend, data, and voice of customer insights and analyses to ensure that new features or site updates appropriately reflected and aligned with strategic objectives. • Maintained cross-functional relationships with site designers and creative professionals, communicating changes or goals as well as working with clients to obtain site approvals prior to launch.

• Regional Trainer

  • Feb 2010 - Feb 2012

  Austin, Texas, United States • Consulted with head of retail sales within each financial institution to determine needs for the frontline staff member growth and improvement, including travelling onsite to conduct training on proven sales techniques that revolved around client interaction and an exceptional service model. • Functioned as the primary liaison between the organization and institutional leaders to ensure alignment on strategies, program analysis, resource requirements, and general logistics.



Chase

• United States
• Financial Services
• 700 & Above Employee

• Assistant Branch Manager, Assistant VP

  • Feb 2008 - Feb 2010

  Austin, Texas, United States • Maintained compliance through both internal and external audits, along with supporting daily operations and branch management. • Supported talent development through coaching and mentoring of personal bankers and tellers, enabling the attainment of both individual goals as well as exceeding monthly branch targets.



Bank of Oklahoma

• United States
• Financial Services
• 700 & Above Employee

• Assistant Branch Manager

  • Feb 2005 - Feb 2008

  Tulsa, Oklahoma, United States • Managed staff on daily operations as well as the entire branch on compliance operations to ensure the branch was compliant; developed teller staff on individual goals and growth through development plans.