Diondrea Buster
Colorado Springs,CO
Summary
Air security specialist with expertise in risk management and compliance auditing at USAA Federal Savings Bank. Enhanced customer service through effective complaint resolution and data analysis. Streamlined account recovery processes and fostered team collaboration to achieve operational excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
AIR Security Specialist
USAA Federal Savings Bank
Colorado Springs, Colorado
11.2024 - Current
- Developed and maintained risk management strategies for financial services.
- Managed security compliance for banking operations and customer data protection.
- Engaged with members to resolve security concerns and improve service delivery.
- Analyzed security incidents to enhance response procedures and inform policy development.
- Analyzed account data to identify authentication missteps and develop recovery strategies.
- Collaborated with cross-functional teams to streamline account recovery processes.
- Utilized CRM systems to track interactions and document recovery efforts accurately.
- Ensured compliance with regulatory guidelines during account recovery procedures.
- Provided support to team members in complex account resolution cases.
- Managed multiple tasks simultaneously in a fast-paced environment.
- Assessed customer needs and provided appropriate solutions.
- Identified and proposed process improvements for implementation within the department.
- Actively participated in team meetings providing updates on individual cases while also offering suggestions for improvement.
- Reviewed member profile and identification documents for accuracy, validity and compliance to ensure proper member authentication and security.
Bank Sales /Service Contact Center Representative
USAA
09.2023 - 11.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Handled high call volume while prioritizing excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Fostered effective collaboration and communication with colleagues to improve team productivity.
- Contributed insights during team meetings on common customer issues, facilitating collective problem-solving.
City Mail Carrier
USPS, United States Postal Service
Port Charlotte, Florida
12.2012 - 08.2023
- Delivered mail and packages efficiently to residential and commercial locations.
- Delivered mail with friendly customer service, fostering positive relationships with residents and businesses.
- Maintained accurate records of deliveries and pickups, ensuring accountability and transparency in operations.
- Managed time effectively to ensure timely deliveries each day.
- Trained new carriers on best practices for efficient mail delivery procedures.
- Collaborated with team members to enhance delivery processes, promoting efficiency and coordination.
- Ensured compliance with safety regulations while operating postal vehicles.
- Adhered to postal regulations and standards during daily operations.
NCO - Pharmacy Journeyman
Air Force
San Antonio, TX
05.2005 - 09.2012
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Resolved customer issues with knowledgeable and friendly service to promote satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
- Proposed innovative ideas and solutions that improved team outcomes.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Education
Master of Arts - Human Resources Management
American Military University
Charles Town, WV08-2025
Bachelor of Arts - Psychology
American Military University
Charles Town, WV06-2023
Skills
- CRM Software
- Call Center Operations
- Call handling
- Inbound call management
- Call Center Customer Service
- Complaint resolution
- Resolving issues
- Account Management
- Account updating
- Gathering information
- Customer Service
- Workload Management
- Data protection
- Compliance auditing
- Project management
- Team collaboration
- Relationship management
- Communication skills
- Problem-solving skills
- Professionalism
- Project management
Accomplishments
- Documented and resolved missing processes in Knowledge Center (KC) which led to updates and changes that ensured clarification on directions for completing account maintenance tasks.
Certification
- Completion of Deposit Servicing and Acquisitions Onboarding, USAA, November 17th, 2023
Timeline
AIR Security Specialist
USAA Federal Savings Bank
11.2024 - Current
Bank Sales /Service Contact Center Representative
USAA
09.2023 - 11.2024
City Mail Carrier
USPS, United States Postal Service
12.2012 - 08.2023
NCO - Pharmacy Journeyman
Air Force
05.2005 - 09.2012
Master of Arts - Human Resources Management
American Military University
Bachelor of Arts - Psychology
American Military University