Carmen Rogers
San Antonio,TX
Summary
Highly skilled Sales and Service Manager with broad background in diverse industries. Proven record of improving customer satisfaction, sales growth and team performance through strategic planning and proactive problem-solving. Strengths include relationship building, staff training, product knowledge and goal setting. Past roles have led to significant improvements in operational efficiency and bottom-line results.
Overview
16
16
years of professional experience
Work History
Sales and Service Manager Wealth Manament
USAA
10.2023 - Current
- Led daily operations for VIP and complex service environments, ensuring strict adherence to company policies, procedures, and regulatory requirements.
- Delivered exceptional service to new and existing customers by proactively identifying concerns, resolving issues, and implementing effective, customer‑focused solutions.
- Managed escalated and high‑risk customer complaints, achieving positive outcomes and enhancing customer satisfaction.
- Designed and delivered training programs for new hires, improving service delivery skills and compliance awareness.
- Collaborated with sales leadership to organize and facilitate meetings reviewing strategic goals and key performance metrics.
- Fostered a high‑performance culture centered on empathy, accountability, and service excellence.
- Conducted regular performance evaluations to promote accountability, continuous improvement, and employee development.
- Ensured ongoing compliance with industry regulations and internal controls, mitigating risk and supporting audit‑ready operations.
Technical Support Team Manager
Rackspace Technology
06.2022 - 10.2023
- Led and managed a team of technical support professionals to deliver high-quality customer assistance.
- Acted as escalation point for critical customer issues, providing hands-on technical guidance to resolve escalated problems.
- Oversaw technical support for complex needs, ensuring timely follow-up and coordinated resolutions to enhance customer satisfaction.
- Integrated service excellence with troubleshooting to deliver effective and empathetic issue resolution.
- Monitored performance metrics to consistently meet or exceed service level expectations.
- Conducted performance evaluations and coaching to enhance accountability and service consistency.
- Developed and delivered training sessions to improve technical skills and problem-solving abilities.
- Partnered with engineering and operations teams to address recurring issues and enhance service delivery.
Customer Success Team Manager (SAFE)
Wells Fargo
06.2014 - 04.2022
- Lead, develop, support, and coach Team managers and second level team members within the organization.
- Collaborated with underwriting teams and partners to align strategies and improve service delivery.
- Collaborate with Enterprise Complaint Management Office to review customer impact cases to collect data and perform analysis to assist with complex problem solving regarding customer impact.
- Formulated recommendations of Financial Customer Impact.
- Provided an enterprise-wide view of risk by identifying risks affecting multiple lines of business.
- Ensured compliance with internal and external audits and evaluations, contributing to informed employment decisions and enhanced customer satisfaction.
Contact Center Team Manager Bilingual
Wells Fargo
04.2010 - 06.2014
- Managed sourcing and hiring of talented team members, provided coaching and feedback, recognized and developed talent, identified and managed risks, and completed daily management tasks.
- Led and collaborated on complex projects with managers, supervisors, and business partners across the enterprise.
- Conducted quality assurance, reviewed procedures, and performed deep dives into fraud issues to align with business initiatives.
- Led and collaborated on complex projects with managers, supervisors, business partners throughout the enterprise.
- Ensured alignment with business initiatives which included quality assurance, reviewing procedures, Fraud conducting deep dives and making recommendations to solve issues.
- Remained current on digital tools and services while promoting their use during coaching conversations.
Education
Bachelor’s Degree -
The College of Health Care Professionals
San Antonio, TXAlamo Colleges District (Northwest Vista)
San Antonio, TXSkills
- Sales operations
- Strategic planning
- Sales strategy optimization
- Client relationship management
- Performance metrics
- Team performance management
- Customer service excellence
- Sales forecasting
- Staff training initiatives
Selected Achievements
- Expanded the San Antonio Consumer and Language Sale Department in San Antonio, 01/01/08 - Present
- Led San Antonio NPS, in NPS-Training and Developing our management team and second leave members
- Golden Spoke Winner
Timeline
Sales and Service Manager Wealth Manament
USAA
10.2023 - Current
Technical Support Team Manager
Rackspace Technology
06.2022 - 10.2023
Customer Success Team Manager (SAFE)
Wells Fargo
06.2014 - 04.2022
Contact Center Team Manager Bilingual
Wells Fargo
04.2010 - 06.2014
Bachelor’s Degree -
The College of Health Care Professionals
Alamo Colleges District (Northwest Vista)