- American Sign Language (ASL) & Spanish - pursuing conversational fluency through structured self-study (target: 2026)
- Interior Design - Interest in spatial organization & functional design principles
- Long-distance running - endurance training that reinforces discipline & goal-setting
Eliza Hernandez
San Antonio,TX
Summary
Proactive and detail-oriented Bank Sales & Service Contact Center MSR III within Deposits-Disputes Center of Excellence, recognized for strong initiative, adaptability, and emotional intelligence in high-volume, face-paced environments. Demonstrated ability to manage complex member interactions while ensuring accuracy, efficiency, and adherence to internal policies and regulatory requirements. Skilled in analyzing transactions, identifying discrepancies, and supporting quality assurance efforts through consistent application of compliance standards. Known for strong organizational skills, critical thinking, and the ability to balance member experience with risk awareness & operational expectations. Experienced working within omnichannel environments, utilizing performance metrics & quality standards to support continuous improvement. Seeking to leverage a quality-focused & analytical approach in a Quality Assurance role supporting audit execution & process improvement initiatives.
Overview
7
7
years of professional experience
Work History
Deposits-Disputes Center of Excellence MSR III
USAA Federal Savings Bank
San Antonio, TX
01.2025 - Current
- Evaluate member transactions & interactions to ensure accuracy, efficiency, and adherence to internal policies & regulatory requirements
- Analyze account activity & dispute cases to identify discrepancies, potential risks, and resolution opportunities
- Support quality assurance efforts by consistently applying compliance standards & operational procedures across omnichannel interactions
- Utilize KPIs, or Key Performance Indicators & performance metrics board to monitor individual performance & maintain high-quality service standards
- Navigate multiple internal systems to complete transactions while maintaining data accuracy & process integrity
- Handle complex deposit & dispute-related inquiries, ensuring proper documentation, audit readiness, and adherence to policy guidelines
- Apply strong attention to detail & critical thinking when reviewing account activity & resolving member concerns
- Maintain compliance with security protocols, fraud prevention measures, and regulatory standards
- Collaborate with peers & leadership to support process consistency, knowledge sharing, and continuous improvement initiatives
- Created & maintained spreadsheets to monitor monthly performance trends, productivity & operational metrics for individual & team record keeping
- Identify & address errors or inconsistencies in real time, preventing escalation & supporting overall quality & compliance standards
- Serve as a resource to peers by providing guidance, answering process-related questions, and reinforcing policy & procedural accuracy
- Identify trends, process gaps, and compliance risks through transaction & case analysis to support quality assurance & audit readiness
Customer Experience & Sales Champion II
Verizon Wireless
Remote, TX
08.2022 - 12.2024
- Managed high-volume inbound & outbound interactions while ensuring accuracy, efficiency, and adherence to company policies & procedures
- Analyzed account activity, billing details, and service issues to identify discrepancies & provide accurate resolutions
- Utilized performance metrics boards, KPIs & real time member feedback to track individual & team performance, supporting consistent quality outcomes
- Created & maintained spreadsheets to monitor monthly performance trends, productivity & operational metrics
- Applied strong problem-solving & critical thinking skills to resolve complex customer concerns while maintaining compliance standards
- Documented interactions & account updates with a focus on accuracy, completeness, and audit readiness
- Supported team performance by sharing knowledge, clarifying processes, and contributing to a consistent & compliant work environment
Assistant Store Manager
Torrid
San Antonio, TX
02.2022 - 08.2022
- Oversaw daily store operations to ensure compliance with company policies, procedures, and loss prevention standards
- Monitored team performance & provided coaching to support consistency, accuracy, and operational efficiency
- Handled escalated customer concerns, ensuring resolution accuracy & adherence to company guidelines
- Supported hiring, training, and scheduling processes to maintain team productivity & performance standards
Assistant Store Manager
Ross Dress For Less
San Antonio, TX
01.2019 - 02.2022
- Analyzed store performance using reporting tools (DART) to identify trends, gaps, and opportunities for operational improvement
- Managed scheduling, payroll accuracy, and reporting processes to ensure compliance & operational efficiency
- Communicated performance insights & action plans to leadership using data-driven reporting
- Maintained inventory accuracy & supported loss prevention efforts to ensure alignment with company standards
Sykes Product Support Specialist
TurboTax - Intuit
Remote, TX
12.2018 - 03.2019
- Assisted customers with tax preparation while ensuring accuracy & adherence to federal regulations & guidelines
- Maintained detailed documentation to support compliance & audit readiness
- Simplified complex tax information while ensuring clear communication & regulatory alignment
Education
Certification - UDAAP
OneSource Learning
USAATraining - Regulatory Compliance & Consumer Protection
OneSource Learning
USAATraining - Anti-Money Laundering & Financial Crime Prevention
OneSource Learning
USAATraining - Fraud Prevention & Risk Mitigation
OneSource Learning
USAATraining - Data Privacy, Security & Ethics
OneSource Learning
USAATraining - Operational Compliance & Audit Readiness
OneSource Learning
USAATraining - Banking Operations, Products & Disclosures
OneSource Learning
USAAHigh School Diploma -
William Howard Taft Highschool
San Antonio, Tx06-2018
Skills
- Quality Assurance & Quality Control
- Regulatory Compliance & Policy Adherence
- Audit Support & Quality Reviews
- Risk Identification & Mitigation
- Microsoft Office 365 (Excel, Word, Outlook, Teams, PowerPoint, SharePoint)
- Data Tracking, Reporting & Spreadsheet Management
- Multi-System Navigation (Banking & CRM Platforms)
- Talent Source (Training & Employee Management)
- DART (Performance Metrics & Reporting)
- RISC (Risk & Shrink Management)
- Wire (Employee Maintenance Systems)
- Adobe
- Typing Speed: 70WPM
- Transaction Analysis & Discrepancy Resolution
Interests
Timeline
Deposits-Disputes Center of Excellence MSR III
USAA Federal Savings Bank
01.2025 - Current
Customer Experience & Sales Champion II
Verizon Wireless
08.2022 - 12.2024
Assistant Store Manager
Torrid
02.2022 - 08.2022
Assistant Store Manager
Ross Dress For Less
01.2019 - 02.2022
Sykes Product Support Specialist
TurboTax - Intuit
12.2018 - 03.2019
Certification - UDAAP
OneSource Learning
Training - Regulatory Compliance & Consumer Protection
OneSource Learning
Training - Anti-Money Laundering & Financial Crime Prevention
OneSource Learning
Training - Fraud Prevention & Risk Mitigation
OneSource Learning
Training - Data Privacy, Security & Ethics
OneSource Learning
Training - Operational Compliance & Audit Readiness
OneSource Learning
Training - Banking Operations, Products & Disclosures
OneSource Learning
High School Diploma -
William Howard Taft Highschool