Alyssa Cherry
Experienced Sales & Service Leader
Mesa,AZ
Summary
Dynamic leader with extensive experience at USAA, enhancing operational efficiency and member satisfaction through expert banking operations and regulatory compliance. Excelled in client acquisition and mentoring, driving team performance and process improvements. Proven track record in achieving and surpassing sales and service objectives with innovative strategies and effective communication.
Overview
19
19
years of professional experience
Work History
Bank Sales & Service Manager
USAA
11.2022 - 12.2024
- Managed daily operations and performance of a 25 person Bank Sales & Service Contact Center team.
- Delivered expert knowledge of banking products, processes, and applicable regulations.
- Resolved member issues using emotional intelligence and needs-based analysis in response to up to 10 member satisfaction surveys daily.
- Analyzed performance metrics and KPIs such as AHT, CSAT, compliance accuracy, and first call resolution to identify trends and performance insights.
- Applied workforce management strategies to improve operational efficiency increasing operational accuracy by 25% for capturing CFPB complaints in Q4 2024.
- Contributed to process improvements to streamline workflows, mitigate risk, and enhance member experience.
- Adapted coaching to various learning styles, fostering creativity and problem-solving.
- Conducted 100 call audits monthly to ensure CSR adherence to banking compliance policies and procedures.
- Recruited, developed, and managed team performance through coaching, collaboration, and retention strategies.
- Identified and mitigated operational risks in alignment with compliance policies.
Bank & Insurance Supervisor
USAA
02.2015 - 11.2022
- Reviewed team work for regulatory errors, process failures, and service gaps.
- Identified compliance gaps and initiated issue management processes with business partners improving CSAT by 20% in Q2 2022.
- Gathered and escalated process improvement opportunities to mitigate risks and enhance member experience.
- Communicated professionally across multiple platforms with complainants, executives, regulators, legal teams, and internal/external partners.
- Maintained expert knowledge of Bank and Insurance policies, procedures, regulatory guidelines, and enterprise complaint standards.
- Coached a team of approximately 20 CSRs on workload prioritization to ensure service level objectives were consistently met.
- Targeted, measured, and managed risks in alignment with risk and compliance policies.
Licensed Insurance Professional
USAA
05.2014 - 02.2015
- Facilitated the Property & Casualty member experience by handling inbound and outbound calls, emails, and other member contacts.
- Applied developing knowledge of personal lines insurance to assist members with quotes, new business binding, rating, policy changes, billing, payments, underwriting, contract and coverage provisions, and premium adjustments.
- Identified, evaluated, and understood member needs to provide complete and accurate advice and solutions for insurance products and services.
- Provided detailed issue diagnosis while minimizing member transfers, escalations, and callbacks.
- Operated efficiently in a contact center environment, navigating multiple systems and programs while maintaining engaging member interactions.
- Maintained required Property & Casualty license and state registrations in all 50 states.
- Ensured risks associated with business activities were identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Licensed Insurance Account Manager
Farmers Insurance Agency
03.2013 - 05.2014
- Built and maintained strong client relationships by understanding individual insurance needs and delivering ongoing support.
- Conducted regular policy reviews to evaluate coverage adequacy and recommended adjustments to align with clients' evolving needs.
- Identified and pursued new business opportunities through referrals, networking, and targeted marketing initiatives.
- Assisted a book of approximately 500 clients throughout the claims process, serving as an advocate to ensure timely and satisfactory resolution.
- Delivered exceptional customer service by promptly addressing client inquiries and resolving concerns in a professional manner.
- Maintained Property & Casualty and Life & Health licensure as well as Arizona Notary Public appointment.
Marketing & Admissions Administrative Assistant
EDMC
02.2006 - 04.2013
- Assisted in increasing student retention rate by promptly addressing concerns or issues raised during the admissions process.
- Facilitated smooth transition for approximately 250 incoming students per quarter by coordinating orientation events, creating schedules, and distributing informational materials.
- Boosted enrollment rates by collaborating with marketing team on targeted outreach campaigns, including email blasts and social media posts.
- Streamlined marketing processes, optimizing efficiency through the use of project management tools and software.
- Maximized event attendance with thorough planning, promotion, and logistics support for conferences, webinars, or workshops improving attendance by 15% in the first quarter.
Education
Bachelor of Arts - Communications & Interpersonal Human Relations
Grand Canyon University
Phoenix, AZ01-2026
Associate of Science - Graphic Design
The Art Institute of Phoenix
Phoenix, AZ2010
Skills
- Banking Operations
- Client Acquisition
- CRM software
- Performance Management
- Contact Center KPI Analysis
- Contract Execution
- Regulatory Compliance
- Sales Practices
- Coaching
- Mentoring
- Operational Efficiency
- Effective Communication
- Problem Solving
- Recruiting
- Inclusive Leadership
- Risk Management
Timeline
Bank Sales & Service Manager
USAA
11.2022 - 12.2024
Bank & Insurance Supervisor
USAA
02.2015 - 11.2022
Licensed Insurance Professional
USAA
05.2014 - 02.2015
Licensed Insurance Account Manager
Farmers Insurance Agency
03.2013 - 05.2014
Marketing & Admissions Administrative Assistant
EDMC
02.2006 - 04.2013
Bachelor of Arts - Communications & Interpersonal Human Relations
Grand Canyon University
Associate of Science - Graphic Design
The Art Institute of Phoenix
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