Multi-talented Performance Manager with vast experience bringing background in financial administration, business development and operations leadership. Skilled at stepping into different areas with flexible and resourceful approach. Visionary project and program leader with exceptional problem-solving skills. Recognized for building strong and motivated teams.
CORE COMPETENCIES AND ACHIEVEMENTS
· Leadership and Management. Provide strategic counsel to Senior Leaders. Continuously sought after for input by other department leaders and employees. Successfully led a team of several employees, ensured quality work was performed and deadlines were met at all times. Conducted interviews, hired and trained new employees. Well known for having continuous promotions to new roles of increasing responsibility in a period of 5 years. Recognized with the opportunity to lead Risk Mitigation for the entire South Region of our LOB (50 Team managers and 750 associates).
· Communication. Cross-cultural work experience; effective communicator across many levels of the organization, able to prepare diverse, global communications with cultural sensitivity and emotional intelligence. Fluent in Spanish.
· Creativity and Innovation. Proactively produce and implement unique ideas/solutions for problem-solving and competitive edge.
· Project Management. Exceptional ability to manage all aspects of projects from ideation to completion and beyond. Consistently delivered quality projects on time and within client budget/ensured deadlines were met repeatedly. As a result of my leadership, the contact center has consistently been in the Top 10, being the center one of the newest openings in November 2017. Achieved position number 3 during the second quarter of 2020, with all representatives work from home to adapt to COVID19 scenario and successfully serve customers.
· Analysis and Budgeting. Accurate, reliable, and diligent, committed to fact-based claims.
- Root-cause analysis
- Leadership
- Operations
- Strategic thinking
- Influence
- Consulting
- Coaching and mentoring
- Communication skills
- Leadership presence
- Presentations
- Resilience
- Teamwork
- Risk analysis
- Sales
- Financial services
City, STATE, 06/2019 - Current
- Professionally oversee sales performance, associate readiness, risk management and leadership development for 6 managers and 100 associates in Advanced Client Solutions Chicago Contact Center.
- Established departmental performance goals, set timeline targets for sales team and trained new employees.
- Collected, tracked and evaluated current business and market trend data.
- Researched and led investigations into various areas to drive improvements and devise new processes.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
City, STATE, 01/2018 - 05/2019
- Successfully led and coached 15 employees. Responsible for monthly sales plans, client overall experience and crafting quality metrics.
- Generated company growth by meeting and exceeding monthly sales goals for several months. Provided seasoned employees and new hires coaching and mentoring opportunities, tracking their job processes.
- Created training program for business, fostering performance increase in identified areas of opportunity and facilitated to TM peers.
- Excelled at creating nationwide customer marketing campaigns, implementing new processes and risk management for assigned segment.
- Built relations and worked collaboratively with peers and regional executives. Provided recurrent feedback and reported progression of new initiatives. Actions resulted in improvement of new-hire orientation, impacted risk management and entire sales performance.
- Streamlined new market entry processes by developing and implementing forecast order system.
- Boosted team morale and overall sales volume by creating employee incentive sales contests.
City, STATE, 09/2016 - 12/2017
- Served as a Team Lead for SBCS Service to Sales (S2S) Pilot team.
- Developed and coached associates to meet sales goals and improve call metrics.
- Assisted leadership with continued education sessions, the implementation of new sales processes, outlier reporting and risk mitigation. Worked in collaboration with Executives and leadership team in the design of benchmarks utilizing call center metrics, to be used by next Small Business S2S teams.
- Successfully facilitated training to all new hires.
- While acting as a TM, was able to improve sales goals and operations metrics from previous months.
- Designed and taught referral integration sessions between Consumer and Small Business spaces, content was used for educational sessions organization-wide.
- Improved customer satisfaction by finding creative solutions to problems.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
City, STATE, 04/2015 - 09/2016
- Outstandingly led first Senior Sales Pilot team based in DFW.
- Advised and supported clients, educating them about financial solutions both in a call center environment, as well as, the financial center.
- Acted as interim TM and helped facilitate OJT classes for new-hires.
- Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
- Assessed, optimized and elevated operations to target current and expected demands.
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Resume Overview
School Attended
- Southern Methodist University
- St. Mark’s School of Texas
Job Titles Held:
- ACS Performance Manager
- Core Sales Team Manager, Advanced Client Solutions
- Small Business Centralized Sales Banker – Team Lead
- Preferred Sales Senior Sales Associate – Team Lead
Degrees
- Bachelor of Arts
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