Alyssa Almanza AYA

I was responsible for leading and establishing the responsibilities for TTSA’s and TSA’s. I acted as the liaison between multiple departments, including the SHSV leadership team, Training and Development, and Work Management. I utilized resources to resolve unforeseen changes such as unexpected departures of TSA’s or TTSA’s, system errors, and on-the-spot training changes. I kept NAT associates engaged in training and provided in-the-moment and formal coaching to NAT associates, TSA’s, and TTSA’s regarding quality and performance. I created coaching and catch-up training plans, led onboarding, and created agendas. Additionally, I managed complexity effectively and demonstrated courage in decision-making and leadership

As a Select Service Team (SST) associate, I handled Advisory Council Member requests, F2D sources, and phone calls. I partnered with NACG and managed phone call requests as part of the Associate Account Processing Team. This role provided me with the opportunity to increase my business insight, enhance my problem resolution and business decision-making skills, and improve my communication skills by developing the ability to de-escalate phone calls. Additionally, I broadened my network by collaborating with various departments such as Private Client Services, Treasury, RMAC, BIRG, and Compliance on a regular basis.

• Conducted 1:1 and 4:1 mock calls, both in person and virtually, to provide training and feedback. Documented calls in Quality Central and provided in-the-moment coaching. Communicated identified trends to Managers and PTSA via email. Monitored and assisted with the NAT helpdesk Teams chat. Listened to calls in SpeechMiner, documenting interactions in Quality Central and OneNote. Identified trends and provided in-the-moment coaching to improve performance.