Alyssa Cherry
Results-Driven Sales Leader | Expert in Consumer Banking, Insurance, & Business Development | Skilled in Coaching, Cross-Selling, & Customer Relationship Management
Mesa,AZ
Summary
Results-driven sales and customer relationship expert with over 12 years of experience in finance and consumer banking. Adept at driving customer acquisition strategies, delivering financial education, and fostering relationships with key internal stakeholders, cross-functional teams, and financial partners to maximize market expansion. A dynamic leader with a proven ability to mentor and develop high-performing teams, driving sales growth and customer engagement through strategic leadership and coaching. Skilled in empowering individuals through financial literacy and tailored banking solutions, with a strong focus on customer service, sales growth, and personalized financial guidance.
Overview
12
12
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, driving customer satisfaction and operational efficiency.
Delivered expert knowledge of banking products, processes, and regulations, ensuring compliance and optimal service delivery.
Analyzed performance metrics, including AHT, CSAT, and first-call resolution, to identify trends and drive process improvements, reducing AHT by 18% and maintaining a CSAT score of 95%.
Implemented workforce management strategies that increased operational accuracy by 25% in capturing CFPB complaints.
Conducted 100+ call audits monthly to monitor compliance, mitigate risk, and enhance customer experience, which improved regulatory compliance adherence by 12%.
Developed and executed coaching strategies tailored to individual learning styles, leading to an 35% increase in team sales performance and fostering a high-performance team culture.
Led recruitment, training, and retention initiatives to build a knowledgeable and engaged workforce, improving employee retention by 10%.
Identified operational risks and collaborated with internal teams to implement risk-mitigation strategies, decreasing risk incidents by 15% over 6 months.
Bank & Insurance Supervisor
USAA
02.2015 - 11.2022
- Reviewed team performance for regulatory errors, process failures, and service gaps to enhance compliance and service delivery.
- Identified and addressed compliance gaps, leading issue management initiatives with business partners, improving CSAT by 20% in 2022.
- Collected and escalated process improvement opportunities to mitigate risks and improve customer experience, resulting in a 5% reduction in service-related complaints.
- Communicated effectively across multiple platforms with executives, compliance teams, and internal/external stakeholders, resolving an average of 15 escalated issues per month.
- Maintained expert knowledge of bank and insurance policies, regulatory guidelines, and enterprise complaint standards to ensure compliance, achieving a 95% audit compliance score in 2021 and 2022.
- Coached and mentored a team of 20 CSRs on workload prioritization, ensuring consistent achievement of service level objectives and a 10% increase in first-call resolution.
- Monitored and managed operational risks, aligning strategies with compliance policies to maintain regulatory integrity, reducing risk-related incidents by 5%.
Licensed Insurance Professional
USAA
05.2014 - 02.2015
- Managed inbound and outbound calls, emails, and member contacts to facilitate the Property & Casualty member experience, consistently maintaining high customer satisfaction scores.
- Applied knowledge of personal lines insurance to assist members with quotes, new business binding, rating, policy changes, billing, payments, underwriting, contract provisions, and premium adjustments.
- Identified member needs and provided tailored insurance solutions, achieving a 5% reduction in escalations and minimizing call transfers.
- Diagnosed issues effectively, ensuring a first-contact resolution rate of 38% and reducing member callbacks.
- Maintained Property & Casualty license and state registrations in all 50 states to ensure compliance.
- Identified, monitored, and mitigated risks in accordance with compliance policies, reducing operational risks by 10% during 2014 and 2015.
Licensed Insurance Account Manager
Farmers Insurance Agency
03.2013 - 05.2014
- Managed inbound/outbound calls, emails, and face-to-face customer interactions, delivering a positive Property & Casualty and Life Insurance experience while strengthening customer relationships.
- Applied in-depth knowledge of personal lines insurance and life insurance to assist with quotes, new business binding, policy changes, billing, payments, underwriting, and premium adjustments, ensuring accurate and timely service.
- Identified customer needs through regular policy reviews and provided cross-selling opportunities in life and property & casualty lines to support agency growth.
- Delivered exceptional service by diagnosing and resolving issues efficiently, building long-term customer loyalty.
- Focused on marketing and growing the agency's client base by leveraging existing customer relationships and identifying new business opportunities in both life and property & casualty insurance.
- Held an Arizona Property & Casualty and Life Insurance license, along with Notary certification, ensuring compliance with state regulations.
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
- Sales Strategy & Execution
- Sales & Performance Metrics
- Business Acumen
- Customer Relationship Management (Salesforce)
- Coaching & Leadership
- Risk Management & Compliance
- Cross-Selling & Up-Selling
- Performance Management & KPIs
- Pipeline Management & Business Development
- Customer Success & Retention Strategies
- Team Collaboration & Cross-Functional Communication
- Problem Resolution & Conflict 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
Bachelor of Arts - Communications & Interpersonal Human Relations
Grand Canyon University
Associate of Science - Graphic Design
The Art Institute of Phoenix
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