Experience

American Airlines Federal Credit Union

• United States
• Banking
• 300 - 400 Employee

• Manager of Digital Banking Experience

  • Apr 2022 - Present

• Operations Manager

  • May 2016 - Apr 2022

• Project Coordinator and Analyst

  • Dec 2013 - May 2016

  Coordinate various projects simultaneously ranging from minor to large complex system integrations. Analyze and report department marketing incentives and performance stats to upper management. Create, review, and revise policy and procedures for inbound call center. Deliver effective training to staff on new policies and procedures. Provide accurate and extensive testing for core system releases. Manage intelligent scheduling software for approximately 40 call center employees.

• Customer Service and Online Banking/ Digital Service Supervisor

  • Oct 2010 - Dec 2013

  Supervised, coached and counseled the work of 15 direct reports and 25 additional indirect reports, offering constructive feedback on their work performance. Conduct timely performance appraisals. Create, organize, and maintain work schedules for approximately 40 employees. Facilitate operations training for new staff. Defuse escalated member calls and deliver a positive experience resolution. Employ multi-tasking and problem solving to react to changes in a fast-paced environment.

• Online Banking / Digital Services Representative

  • Jan 2009 - Oct 2010

  Provided customer and technical support for online and mobile banking, online bill payment systems, account aggregation systems, mobile and online check deposit. Provide excellent customer service via online chat engagement. Perform daily maintenance and reports on multiple platforms to ensure a smooth and positive online experience for end-users.

• Customer Service Representative

  • Dec 2007 - Jan 2009

  Created an advance positive name recognition for the Credit Union, promoting and processing Credit Union services for new and existing members, performing transactions and loan payments, trouble shooting and resolving issues, processing other monetary transactions and maintaining account information.