Desiree Flores
San Antonio,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager, Insurance Sales & Service
USAA
07.2016 - Current
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Maintained professional, organized and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Accomplished multiple tasks within established timeframes
- Applied customer feedback to develop process improvements and support long-term business needs
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained a professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring 14 team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Relationship Manager
Bank Of America
06.2009 - 07.2016
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Utilized prospecting techniques to identify potential clients and create opportunities to sell financial services.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Customer Specialist
Best Buy
01.2008 - 01.2009
- Provided customers with detailed information on company products, services and materials.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Directed customers to appropriate departments for additional support.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
Education
Master of Science - Marketing
Southern New Hampshire University
Hooksett, NH07.2024
Esthetician License - Esthetics
Ogle School Hair Skin Nails
San Antonio09.2022
Bachelor of Science - Business Administration
Southern New Hampshire University
Manchester, NH04.2019
Skills
- Verbal and Written Communication
- Time Management
- Administrative Functions
- Service-Oriented
- Relationship Building
- Property and Casualty Insurance Sales
- Call Center Customer Service
- Product Knowledge
- Critical Thinking
- Coaching and feedback
- Conflict Resolution Techniques
- Professional Relationships
Certification
- Fixe Beauty Classic Lash Certification - Feb. 2022
- Dermoligica Certified- 2022
- PCA Skin Certified -2022
- Boss Beauty Professional Makeup Certified -2022
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Manager, Insurance Sales & Service
USAA
07.2016 - Current
Relationship Manager
Bank Of America
06.2009 - 07.2016
Customer Specialist
Best Buy
01.2008 - 01.2009
Master of Science - Marketing
Southern New Hampshire University
Esthetician License - Esthetics
Ogle School Hair Skin Nails
Bachelor of Science - Business Administration
Southern New Hampshire University