CHRISTOPHER FLORES
Buckeye,AZ
Summary
- 11+ years of quality management experience spanning facilities, documentation, and compliance
- 6+ years of financial industry experience including home loans, personal loans, deposits, and servicing
- 4 years of professional facilitation in corporate, conference, and onboarding settings
- 4 years of people leadership excelling in performance improvement, employee engagement, and operational efficiency
- 4X ACE Call Award winner
Overview
7
7
years of professional experience
Work History
Associate Training Specialist
Discover Financial Services
Phoenix, AZ
06.2022 - Current
- Lead performance workshops of 160+ participants with 87% increasing their scores 1 month removed from the workshop, and 90% increasing their scores within the 60-bench mark (120% of goal)
- Cross work with multiple projects including content creation/editing, focus groups, compliance monitoring, Legal Day 1 Scoping
- Work with multiple business partners to create/review/approve edits and new program materials
- Diagnose gaps in current content/practices and implement changes to maximize results
- Supply the design team with department specific material for new/updated content
- Serve as the primary liaison between the Home Loans department and training due to experience and expertise
- Mentor and develop SMEs to set them up for success in their professional careers (45% of current DHL TL/TC leadership branches from my training classes)
Operations Specialist/Coach (DHL)
Discover Financial Services, DFS
Phoenix, AZ
09.2021 - 06.2022
- Was a knowledgeable resource for agents to come to with questions
- Continually developed agents’ critical skills and problem-solving abilities
- Set measurable goals for agents and provided blueprints for them to achieve/exceed those goals
- Audited and coached agents on call listening and performance metrics
Acting Coach/Training Assistant
Discover Financial Services
Phoenix, AZ
02.2021 - 09.2021
- Developed agents’ critical skills and problem-solving abilities
- Lead training bay classes
- Monitored and coached agents based on performance
- Tracked and reported new hire progress to management
- Developed framework for future training bay classes
Senior Loan Specialist (Personal Loans/Home Loans)
Discover Financial Services, DFS
Phoenix, AZ
03.2018 - 02.2021
- Provided excellent customer service via phone and email communication
- Continuously built the Discover brand by communicating clearly and concisely with existing and new customers
- Drove sales by communicating effectively and tailoring each call to meet the needs of the individual
- Served on multiple advisory councils for each business unit
Education
Bachelor of Arts - Business
Arizona State University
Tempe, AZTimeline
Associate Training Specialist
Discover Financial Services
06.2022 - Current
Operations Specialist/Coach (DHL)
Discover Financial Services, DFS
09.2021 - 06.2022
Acting Coach/Training Assistant
Discover Financial Services
02.2021 - 09.2021
Senior Loan Specialist (Personal Loans/Home Loans)
Discover Financial Services, DFS
03.2018 - 02.2021
Bachelor of Arts - Business
Arizona State University
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