David Flanagan
San Antonio,Texas
Summary
Dynamic and results-driven professional with a strong track record of surpassing business objectives through the cultivation of collaborative relationships. Recognized as a motivated team player dedicated to driving revenue growth and consistently achieving ambitious goals. Creative thinker thriving on challenges and embracing opportunities outside the comfort zone, fostering innovation and strategic problem-solving. Proven leadership skills in building cohesive teams, championing accountability, and empowering others to achieve exceptional business growth and profitability.
Overview
16
16
years of professional experience
Work History
Department Manager
OKIN Process
San Antonio, TX
01.2021 - 01.2023
- Led start up company/vendor team of 75 fulfillment representatives for a fortune 500 telephony company/Verizon
- Tenaciously improved call center operations by monitoring system/team performance
- Conducted system and representative audits to ensure required results and quality
- Determined call center operational strategies by conducting needs analysis assessments
- Collaborated daily with Verizon management and created weekly/quarterly/annual presentations
- Performance reviews, planning, and cost/benefit analyses
- Negotiated pay per transaction vs per hourly rate to improve P&L
Digital Conversion Specialist II
Digital Staffing / Harland Clarke Holdings
San Antonio, TX
11.2018 - 08.2020
- Effectively & efficiently managed the conversion of assigned commercial clients from legacy Treasury Management Platform to new, Target Platform. (Fifth Third Bank, First Bank of Tennessee and City National Bank).
- Designed and delivered customized & interactive online, virtual training programs, which cater to the specific needs of each client and their users utilizing WebEx, Go to Meeting and Skype for Business
- Consulted with Relationship Managers regarding any adjustments needed to user entitlements so that client may effectively function on target platform.
- Communicated progress of migration and status of clients’ transition to all necessary parties, including Relationship Managers, Treasury Managers and project managers
- Assisted with the training and development of newly on boarded Conversion Specialist I & II and provide on-the-job training
- Mentoring to new team members prior to contacting their client portfolio.
- Served as a resource to peers with policy & procedural questions
Secondary Marketing Team Manager
USAA Savings Bank
San Antonio, TX
04.2017 - 12.2017
- Assembled mortgages to be sold on the Secondary Market to maximize revenue
- Published rates for mortgage department and USAA.com
- Established procedures to mitigate losses on rate locks and extensions
- Created quality assurance audit process
- Coached team to provide an exceptional experience for our internal members/mortgage teams
- Established procedures to mitigate losses on rate locks and extensions
- Created quality assurance audit process
New Employee Team Manager
USAA Savings Bank
04.2013 - 04.2017
- Led a team of 8 Relationship Specialists and 64 direct reports
- Coached and inspired team of Relationship Specialists, “managers in training” to develop/perfect sales and coaching skills
Mortgage Originations Team Manager
USAA Savings Bank
07.2007 - 04.2013
- Piloted dual skilled Mortgage and Consumer loan sales team
- Collaborated with colleague to overcome the new construction, “free money” offers
- Facilitated implementation of additional cross skilled teams
- Cross trained consumer team to utilize break-even analysis to improve sales results by 15%
- Daily observed/audit live work for sales and soft skill implementation
- Consistently exceeded member satisfaction and business sales results
- Coached and inspired
- Coached weekly via call observations, Y-Cording/drive-by/situational opportunities
Education
Bachelor of Arts - Industrial Psychology
University of Texas At Austin
Austin, TXSkills
- Sales
- Sales Training & Development
- Team Collaboration
- Call Center Acumen
- Customer Service
- Operational Leadership
- Quality Assurance
- Employee Development
- Human Resources
- Employee Development & Leadership
- Demonstrated history of exceeding sales/revenue goals
- Ability to exercise independent judgment and creative problem-solving techniques
- Strong ability to define and lead strategic team re-organizations
- Recruiting
- Coaching
- Mentoring
- Proven ability to assess client needs
- Ability to prioritize leads
- Consistent track record of goal attainment
- Team leadership
Timeline
Department Manager
OKIN Process
01.2021 - 01.2023
Digital Conversion Specialist II
Digital Staffing / Harland Clarke Holdings
11.2018 - 08.2020
Secondary Marketing Team Manager
USAA Savings Bank
04.2017 - 12.2017
New Employee Team Manager
USAA Savings Bank
04.2013 - 04.2017
Mortgage Originations Team Manager
USAA Savings Bank
07.2007 - 04.2013
Bachelor of Arts - Industrial Psychology
University of Texas At Austin
Key Proficiencies
- Demonstrated history of exceeding sales/revenue goals
- Ability to build and maintain solid working relationships and internal business partners
- Ability to exercise independent judgment and creative problem-solving techniques
- Effective leadership ability that create an environment of inclusion, engagement, and high morale
- Strong ability to define and lead strategic team re-organizations to proactively adapt to changing market conditions.
- Recruiting, training, coaching, and mentoring new customer service teams from the ground up.
- Exceptional communicator; strong leadership skills to effectively resolve problems and provide superior customer service.
- Proven ability to assess client needs; establish rapport, build trust, and close deals.
- Ability to prioritize leads and maximize revenue generation via sales pipeline control.
- Consistent track record of goal attainment, team leadership and personnel development.
Award
- Proud to have been selected for the 2025 founders award
- 6x President Club Award Winner
- Was recognized as top 8% of leaders in the US listed on Forbes (2015)