Customer Service Sales

Ryan V. Serrano MBA

**** * ****** **. ********, AZ 85308 • Phone: 623-***-**** • E-Mail: ****.*********@*****.***

PROFESSIONAL PROFILE • Dynamic, savvy, MBA-educated professional offering successful leadership in advancing company development. • Motivated achiever who is recognized for combining program excellence, integrity, and innovation with best practices and disciplined attention to achieving immediate and long-term goals and objectives. • Goal-driven performer who has directed organizational assessments and capacity-building plans to achieve improved performance benchmarks in funding and audience development while collaborating with cross functional staff teams, senior managers, board members, and consultants. • Experienced leader who consistently sets the bar for performance while guiding and training peers to do the same. • Skilled marketer who has created and executed high-impact, marketing campaigns that consistently generated new revenue streams and achieved improved performance in targeted market segments. • Proficient manager who has directed and managed up to 20 professional, technical, and support staff. KEY COMPETENCIES GAINED THROUGH EXPERIENCE AND MBA PROGRAM • Competitive Analysis Public Speaking and Relations • Market Intelligence Marketing Strategy • Positioning Strategies Special-Events Management • Global and Niche Marketing Product Development • Marketing Communications PROFESSIONAL EXPERIENCE Software Developer/Integrator, USAA

Plano, TX May 2014- Present

Independently install, customize and integrate commercial software packages.

Facilitates root cause analysis of system issues. Collaborates with experienced developers conducting root cause analysis of issues, review new/existing code and/or perform unit testing.

Creating system documentation by attending requirements, design, and code reviews. Receives work packages from managers/delegates.

Identifies ideas improving system performance and impact availability.

May serve as a subject matter expert on development techniques.

Partners with senior developers by streamlining the development of accurate work estimates on work packages.

Senior Customer Relationship Specialist, USAA Phoenix, AZ September 2006-May 2014 • Earned over 80 awards and recognitions for superior sales and customer service. • Created more streamlined sales and technological processes. • Team Leader in sales ranked top 10% company-wide for over 4 consecutive years. • Collaborated with a team of innovators to create new and more streamlined processes. Loan Officer, Wells Fargo Financial Services, Phoenix, AZ January 2006-September 2006 • Handled 100 high risk accounts monthly with a sales efficiency rating of 60%. • Used innovative sales technique to net over $1.08 million in business. • Led team in achieving per-ca-pita store sales 25% above national average. Sectional Leader, Discover Financial Services Phoenix, AZ April 2004- January 2006 • Promoted to Sectional leader and New Hire Training leader in less than 6 months. • Resolved complex customer issues and concerns. • Groomed 25+ newly hired employees on sales, customer service, and business policy. • Collaborated with Sr. management to streamline procedural concepts.

EDUCATION and PROFESSIONAL DEVELOPMENT Master of Business Administration, University of Phoenix, September 2010 Bachelor of Science in Business Administration/Minor Sports Management Sacred Heart University, Connecticut

Bachelor of Science in Software Engineering, University of Phoenix, December 2013

Computer Skills

• Microsoft Office: Word, Excel, PowerPoint, Access,

• Programming Languages: Java, C#, SQL

• IDE: Visual Basic, Eclipse, SharePoint

• Other skills: installation, operation & troubleshooting operating systems, handling multiple projects or activities, adaptable to changing environment and activities

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