Amber Rosales
Riverview,FL
Summary
Forward-thinking Operations Leader bringing 15 years of expertise in bank compliance, operations, contact center, and coaching for the financial services sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in NICE Suite of software, SalesForce, Tableau, and MS Office. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Skilled banking professional with 15 years in banking, progressing through positions of increasing responsibility and establishing continuous record of success, coaching bank executives, directors, and managers to great high-performing teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Professional Leader Coach
USAA Federal Savings Bank
03.2018 - Current
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted routine inspections to check quality and compliance with established specifications.
- Developed effective improvement plans in alignment with goals and specifications.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Negotiated contracts with vendors and partners, securing favorable terms that aligned with business requirements.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Overcame challenging deadlines and resource limitations by reallocating personnel and focusing on priority tasks.
- Directed high-impact projects from conception to completion, consistently delivering on time and within budget constraints.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Championed change initiatives, successfully navigating teams through periods of transition while maintaining morale and engagement levels.
- Cultivated strong relationships with stakeholders, improving overall satisfaction and trust in leadership capabilities.
Director of Operations
USAA Federal Savings Bank
01.2019 - 03.2020
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Oversaw day-to-day production activities in accordance with business objectives.
- Mentored and coached team members to foster productive, compliant, and engaging work environment.
- Promoted a culture of compliance within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular audit checks. Moved district Regulation E from breach level of 7% error to 0% error in 30 days. Maintained 99% compliance accuracy the entire time I was in position.
- Exercised leadership capabilities by successfully motivating and inspiring managers and their teams - leading an organization of 120-150.
- Established and monitored quality assurance standards for team managers to achieve operational excellence.
- Established clear expectations for contact center managers, promoting accountability for delivering exceptional results within designated timelines.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Bank Operations Manager
USAA Federal Savings Bank
01.2016 - 03.2020
- Maintained compliance with banking regulations, implementing policy changes as necessary to ensure adherence to industry standards.
- Collaborated with various departments, fostering strong interdepartmental relationships for smoother operations.
- Reduced operational errors with thorough quality control measures and staff training initiatives.
- Mentored junior team members by sharing knowledge on best practices for successful bank operations management techniques.
- Implemented risk management strategies to mitigate potential losses and safeguard the financial institution''s assets.
- Enhanced customer experience, addressing inquiries and resolving issues swiftly to maintain a high level of client satisfaction.
- Monitored performance and completed performance appraisals for reports.
- Fostered an environment of open communication amongst team members, promoting collaboration and a cohesive work culture within the bank operations department.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Identified issues, analyzed information and provided solutions to problems.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Contact Center Manager
Bank Of America
08.2009 - 10.2013
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.
- Reduced operational risks while organizing data to forecast performance trends.
- Mentored junior team members by sharing knowledge on best practices for successful bank operations management techniques.
- Complied with established internal controls and policies.
- Fostered an environment of open communication amongst team members, promoting collaboration and a cohesive work culture within the bank operations department.
- Continuously analyzed operational performance data to identify trends, optimizing processes as needed for increased productivity and customer satisfaction.
- Demonstrated leadership skills in managing projects from concept to completion.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Maintained compliance with banking regulations, implementing policy changes as necessary to ensure adherence to industry standards.
Education
Bachelor of Arts - Applied Psychology
Saint Leo University
Saint Leo, FLMaster of Arts - Interdisciplinary Studies
Liberty University
Lynchburg, VA08.2018
Master of Arts - Human Services Counseling, Executive Leadership
Liberty University
Lynchburg, VA06.2014
Skills
- Program Evaluation
- Coaching abilities
- Quality Assurance Controls
- Staff Management
- Analytical Thinking
- Process Improvement
- Recruitment and hiring
- Financial Management
- Contract oversight
- Project Planning
- Training and mentoring
- Processes and procedures
- Influencing Others
- Strategic Planning
- Process Monitoring and Improvement
- Operations Management
- Project Management
- Team Management
- MS Office
- Supervision and leadership
Certification
- Certified Emotional Intelligence Coach, EQ-i 2.O & EQ360; May 2014
- Registered Corporate Coach, WABC; Aug. 2018
- ABA Deposit Compliance Certificate; Aug. 2019
- ABA Certificate in Risk Management Frameworks; Dec. 2021
- ABA Certificate in BSA; Aug. 2019
- ABA Certificate in AML; Sept. 2019
- PROSCI Certified Change Management Practitioner; Dec 2022
Timeline
Director of Operations
USAA Federal Savings Bank
01.2019 - 03.2020
Professional Leader Coach
USAA Federal Savings Bank
03.2018 - Current
Bank Operations Manager
USAA Federal Savings Bank
01.2016 - 03.2020
Contact Center Manager
Bank Of America
08.2009 - 10.2013
Bachelor of Arts - Applied Psychology
Saint Leo University
Master of Arts - Interdisciplinary Studies
Liberty University
Master of Arts - Human Services Counseling, Executive Leadership
Liberty University