Experience

Elevations Credit Union

• United States
• Banking
• 400 - 500 Employee

• Vice President of Retail Contact Center

  • Jul 2022 - Present



USAA

• United States
• Financial Services
• 700 & Above Employee

• Bank Omni Channel Director at USAA

  • Apr 2016 - Jul 2022

  Led cross functional teams in supporting member and business needs within the Bank Emerging Written Channels Developed and led quality-improvement and change strategy projects using SAFe methodologyDirected growth of existing client relationships by expanding services provided (Internal/Suppliers) Led Staff to Demand Initiatives, producing operational efficiencies by managing relationships with internal resources and external suppliersProvided strategic direction enabling “voice-of-member” data to be translated into product/process requirements, thereby reducing quality errors and significantly improving member satisfaction and compliance accuracyDeveloped Management Routines implementing director oversight around quality audits and compliance knowledgeOnboarded key suppliers to ensure client and member experiences were delivered consistently with strategic intentSupported business strategies/objectives by developing and implementing performance-measurements applicable to the written channels and phone channels for both internal and supplier resourcesBuilt strong and trusted partnerships with both vendor relationship managers and executive leadership facilitating interactions, monitoring performance and driving improvementsProvided operational oversight into the migration of Unified Channel PlatformServed as Compliance point of contact, understanding regulatory policies applied to each transaction within bank portfolio Show less

• Bank Contact Center Manager

  • Apr 2014 - Apr 2016

  Drove business results ensuring all team members provide appropriate product solutions to meet member needs.Assisted with pre and post deployment testing providing further client training Served as a team leader, coach, mentor, role model, and change agent to a team of front-line employeesWas responsible for employee development through regular coaching and timely feedback.Ensured appropriate risk analysis, and compliance with internal and regulatory policies were completedMade appropriate risk decisions based on policies.Maintained compliance with policies, procedures, and regulations. Show less