Management Customer Service

*** **** ****** ***** ***** # ****, TX *****; 210-***-****, 210-***-****; *****.*****@*****.***

Objective

Experienced hard working leader seeks a position of influence utilizing business operational expertise and proven communication and leadership skills.

Qualifications

Accomplished professional with over a decade of experience in strategic planning, project management, preparation and presentation of senior executive and board level communications, complex analytics, operational leadership and support.

1. Successfully planned, managed and implemented multi-million dollar technical and operational projects for a Fortune 200 company.

1. Developed, introduced and executed operational management strategies measurably increasing the efficiency and effectiveness of a 40 billion dollar bank.

1. Hired, trained, developed and managed teams of professionals in complex analytics, project management and operation leadership.

1. Prepared both short and long term business models and strategic plans for a Fortune 200 company to adapt and endure through a rapidly changing business environment.

1. Recognized for expertise in capacity planning, bank products and regulations and call center management.

1. Practiced in the oversight and execution of multiple project management and change management disciplines.

1. Proficient in the use and application of Microsoft Office Suite with expertise in Excel, Access and PowerPoint. Experienced in visual basic, web development and design and various database formats.

1. Excellent verbal and written communication skills with an ability to effectively interact and influence a broad spectrum of personalities.

Experience

Director of Operations Support / Director of Operational Performance

USAA Federal Savings Bank– San Antonio, Texas (10/05 to 06/09)

Lead teams of professionals in the reporting, analysis and interpretation of key operational indicators to facilitate successful business management and planning. Lead teams of individuals dedicated to change management providing direction aimed at effective execution of multiple project management disciplines. Engaged directly with management level subordinates in the development of their management and leadership skills and the success of their teams. Responsible for effective implementation of business initiatives and multi-million dollar projects targeted towards operational goals. Provided oversight for capacity planning, operational management, hiring, scheduling, expense management, profitability and other critical business functions.

Financial Business Analyst / Operational Performance Analyst

USAA Federal Savings Bank – San Antonio, Texas (03/00 to 10/05)

Responsible of the management of company-wide staffing and capacity planning and key contributor in operational and strategic planning. Designed and conducted analysis related to specific operational performance measures for management and senior leadership. Supported senior management with analysis of key performance indicators related to call center measurement, expense analysis, capacity and staffing, and other financial and operational indicators. Developed the first internal web site for informational and training purposes for use by over 20,000 employees.

Deposit Sales and Services Senior Specialist

USAA Federal Savings Bank – San Antonio, Texas (02/99 to 03/00)

Responsible for assisting customers with complex issues, acquisition of new business and retention of existing customers. Selected to train surge employees in anticipation of potential Y2K issues. Key contributor to Y2K mitigation planning and implementation. Identified and streamlined multiple processes resulting in enhanced customer service through reduction of processing time, elimination of errors and overall cost savings to the organization.

Assistant Branch Sales Manager

International Bank of Commerce – San Antonio, Texas (01/98 – 12/98)

Managed all teller operations to include hiring, scheduling and training branch employees. Responsible for tracking and forecasting of individual and branch sales. Accountable for branch financial results. Promoted product acquisition through outside sales and through cross-selling activities to existing customers. Worked in the introduction and promotion of new products and services.

References

Available upon request

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