Evelyn Sermino
San Antonio,TX
Summary
Highly motivated professional with over 20 years of customer and over 15+ of management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Accomplished in hiring, developing and motivating employees. Successful at building rapport at all levels and resolving issues smoothly. Applies business acumen and experience while exercising decisive judgment to meet and exceed organizational goals. Dedicated to maximizing bottom-line profits with forward-thinking approaches and clear focus on continuous improvement. Vibrant professional proficient in performing office and management duties, including in-depth knowledge of Microsoft office and its applications as well as Ten-key, Corel, and WordPerfect. Have Used multiple Marketing creative producing software depending on the project or design a few being Canva, mailchimp, Wix, Adobe, LightTricks products and several others. Knowledgeable in multiple CRM softwares. Knowledgeable in Financial Services Products and have my Texas State license to sell life and health insurance. Multi-talented, strategic problem solver who knows how to implement process improvements to drive efficiency and productivity. Accomplished senior-level Business Development Executive with proven strength in developing highly successful marketing strategies. Adept at analyzing industry trends, negotiating terms of sale with business owners, decision makers and cultivating solid relationships with major clients.
Overview
23
23
years of professional experience
Work History
Bank Sales and Service Contact Representative
USAA Federal Savings Bank
San Antonio, TX
12.2023 - Current
- Manage inbound member inquiries in a high-volume contact center, ensuring adherence to compliance and regulatory standards.
- Utilize effective communication and analytical skills to identify member needs, providing tailored solutions that may include banking product offerings.
- Coordinate multiple tasks efficiently, navigating systems and resources to enhance service delivery and compliance adherence.
- Develop in-depth knowledge of banking products to attract new members and strengthen existing relationships through strategic product recommendations.
- Educate members on digital tools and resources, enhancing their experience and ensuring compliance with digital standards.
- Deliver exceptional member service by demonstrating empathy, active listening, and adherence to professional standards.
- Apply strong time management and call oversight skills to assist members with banking inquiries, ensuring compliance with established procedures.
- Foster a culture of continuous improvement through collaboration and mentorship, contributing to the evaluation of established controls and compliance practices.
- Identify member needs and provide solutions while consistently adhering to compliance policies and procedures and maintaining exceptional member service.
- Ensure risks associated with business activities are effectively identified, measured, monitored and controlled in accordance with risk and compliance policies and procedures.
Marketing Director
Eevee's Marketing & Consulting +
San Antonio, TX
09.2022 - 06.2023
- Advised clients on business matters and drafted innovative solutions.
- Facilitated and managed business development plan based on market and industry research.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Assessed, optimized and elevated operations to target current and expected demands.
- Put together full business plans for upcoming and established companies.
- Conducted meetings to increase communication and strengthen internal and external relationships.
- Provided targeted input on staffing and business management plans to optimize implementation and day-to-day oversight.
- Oversaw business operations, vendor inventory and client negotiations.
- Performed market and industry research on assigned client accounts to preventive maintenance.
- Outlined company products and services, identified target customers and developed forward-thinking sales and marketing plans to promote company growth.
- Assisted clients by delivering specialized business consulting and re-engineering services.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Licensed Associate Insurance Agent
PHP Agency Inc.
San Antonio, TX
06.2023 - 01.2024
- Pursued continued professional development through insurance workshops, course and webinars.
- Offered policy guidance and management to promote asset protection.
- Upsold products to policyholders and potential new clients.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
- Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
- Developed fact-finding interviews to determine need for coverage.
- Prepared proposals and conducted closing interviews to increase insurance sales.
Business Development Manager
Journey Business Solutions
San Antonio, TX
09.2021 - 01.2024
- Managed complete sales process from customer presentation to order, installation and post-sale service.
- Built and maintained healthy sales funnel utilizing cold calling, referrals and social media.
- Developed relationships with prospective customers and offered business solutions.
- Maintained current customer relationships by providing support, updates and new opportunities.
- Upgraded services with existing clients by successfully resolving customer issues.
- Recommended products and service solutions that drove revenue, reduced unnecessary cost and maximized growth.
- Analyzed, prepared and distributed reports to summarize information relating to business trends as well as Business Risks using business tools.
- Coordinated meetings with Business Owners and Senior management to discuss sales goals and risk of the business.
- Developed short-term and long-term vision and strategy to achieve targeted sales objectives.
- Coordinated with marketing teams to develop promotional materials and campaigns for target markets.
- Facilitated meetings with teammates to align goals and best practices.
- Provided direction and support to sales teams regarding contract development and negotiations.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Handled Business Owner questions and concerns via different communication channels to deliver exceptional customer service.
- Created presentations to attract new business opportunities.
- Ensured Businesses adhere to the ongoing laws and regulations compliant with their loan processes and underwriting.
Social Media Manager
Eevee's Marketing and Consulting +
San Antonio, TX
01.2019 - 09.2022
- Developed and implemented strategic social media marketing plans.
- Directed social media and digital marketing strategy and initiatives to promote brand building, guest retention and revenue-focused activities.
- Aligned visual design and brand messaging elements to deliver consistency across digital advertising and marketing platforms.
- Utilized platforms such as Instagram on regular basis.
- Analyzed market data to determine and target key audience or segments.
- Supported sales process by engaging appropriately when responding to online audience inquires and posted comments.
- Served as main point of contact for clients, answering questions and responding to messages.
- Tracked website analytics and kept report of findings.
- Established core metrics for projects based upon client needs.
- Proposed innovative storylines for digital content and developed unique campaigns to promote brand engagement.
Digital Marketing Specialist
Eevee's Marketing & Consulting +
San Antonio, TX
01.2019 - Current
- Developed social media initiatives and created daily content on Facebook and Instagram and emerging social platforms to engage current fans and acquire new ones.
- Improved advertising initiatives by executing social media and digital marketing campaigns.
- Collaborated with social media and e-commerce leaders to increase brand awareness and lead generation.
- Interfaced with clients to discuss budget allocation to determine project scope.
- Posted and monitored content on social media channels daily.
- Coordinated and assisted in-house digital marketing team in executing creative development, brand consistency and media campaign strategies.
- Captured content for website and social media pages by taking photos and video footage.
- Cultivated and maintained library of digital assets such as photos and videos.
Marketing Projects
Family Readiness Group, FRG, US Army
Maryland, Washington, Germany, Kansas
01.2010 - 10.2019
- Summarized raw data and analyses and made recommendations based on findings.
- Assisted teams with aligning marketing strategies and objectives based on data-driven insights.
- Kept marketing team informed of latest analytics and metrics through regular reporting.
Central Checkout Manager
HEB Grocery Store
San Antonio, TX
01.2007 - 01.2009
- Directed and supervised staff performance.
- Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Displayed merchandise for upcoming sales in visually appealing way.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Managed 200+ employees.
- Trained and developed employees through constructive feedback and focus on long-term career growth.
- Delegated tasks to employees based upon individual strengths and experience.
- Hired, trained, supervised and motivated team of retail professionals to provide knowledgeable and fast service to every guest.
Central Checkout Specialist
HEB
San Antonio, TX
01.2003 - 01.2007
- Complied with cash handling procedures to meet regional cashier variance policy.
- Welcomed customers, offering assistance to help find store items.
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
- Built and maintained productive relationships with employees.
- Managed cashier shifts and breaks.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Resolved issues with cash registers, card scanners and printers.
- Answered phone calls to assist customers with questions and orders.
- Assisted customers to find appropriate products, answered product questions and provided product solutions.
- Monitored sales events, added new merchandise.
- Resolved customer complaints and escalated worsening concerns for remediation.
- Answered questions about and demonstrated features of diverse merchandise to facilitate customer sales.
- Cross-trained in Business Center and Bookkeeping roles in order to provide skilled backup for team members.
Bookkeeper/Cash Controller and Business Center
HEB Grocery Store
San Antonio, TX
01.2003 - 01.2007
- Managed daily accounting operations, including closing, reporting and reconciliation functions.
- Reviewed account reconciliations and journal entries and resolved discrepancies to maintain record and account accuracy.
- Maintained general ledger and chart of accounts, performed complex accounting functions such as journal entry preparation, account analysis, balance sheet reconciliation and preparation of quarterly financial statements.
- Oversaw financial reporting, accounts payable and receivable, asset coordination, account management and budgets.
- Managed day-to-day finance operations by working closely with accounting, accounts payable, accounts receivable and payroll staff to provide direction.
- Took in payments and helped with customer needs and issue resolutions.
- Counted down and rebuilt all cashier registers on a daily basis.
Cashier
HEB Grocery Store
San Antonio, TX
01.2002 - 02.2003
- Operated cash register, collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Processed all sales transactions promptly to prevent long customer wait times.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Scanned customer purchases and supported transactions to streamline sales process.
Customer Service Assistant
HEB Grocery Store
San Antonio, TX
11.2001 - 01.2002
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded to customer questions about products and services.
- Greeted customers upon entrance.
- Met or exceeded speed, accuracy and volume benchmarks on consistent basis.
Lifeguard
Splashtown Waterpark
San Antonio, TX
06.2001 - 09.2001
- Kept watch over swimmers to respond quickly to distress situations.
- Monitored behaviors for safety violations and took steps to prevent further violations.
- Adhered strictly to emergency action plans.
- Delivered basic life support in emergency situations, including CPR to stabilize individuals prior to ambulance arrival.
Education
Bachelor of Arts - Business Administration And Management
Ashford University
Clinton, Iowa05.2010
Some College (No Degree) - Certifications in Marketing
USA Austin Peary State University
Tennessee Ridge, TN01-2019
Some College (No Degree) - Business Administration and Marketing
The University of Texas At San Antonio
San Antonio, TXHigh School Diploma -
South San Antonio High School
San Antonio, TXSkills
- Cost analysis and savings
- Sales strategics
- Task delegation
- Employee development
- Issue resolution
- Bookkeeping
- Operations oversight
- Team building and leadership
- Marketing expertise
- Brand management
- Proficient in several software programs
- New business development
Additional Information
References available upon request.
Timeline
Bank Sales and Service Contact Representative
USAA Federal Savings Bank
12.2023 - Current
Licensed Associate Insurance Agent
PHP Agency Inc.
06.2023 - 01.2024
Marketing Director
Eevee's Marketing & Consulting +
09.2022 - 06.2023
Business Development Manager
Journey Business Solutions
09.2021 - 01.2024
Social Media Manager
Eevee's Marketing and Consulting +
01.2019 - 09.2022
Digital Marketing Specialist
Eevee's Marketing & Consulting +
01.2019 - Current
Marketing Projects
Family Readiness Group, FRG, US Army
01.2010 - 10.2019
Central Checkout Manager
HEB Grocery Store
01.2007 - 01.2009
Central Checkout Specialist
HEB
01.2003 - 01.2007
Bookkeeper/Cash Controller and Business Center
HEB Grocery Store
01.2003 - 01.2007
Cashier
HEB Grocery Store
01.2002 - 02.2003
Customer Service Assistant
HEB Grocery Store
11.2001 - 01.2002
Lifeguard
Splashtown Waterpark
06.2001 - 09.2001
Bachelor of Arts - Business Administration And Management
Ashford University
Some College (No Degree) - Business Administration and Marketing
The University of Texas At San Antonio
High School Diploma -
South San Antonio High School
Some College (No Degree) - Certifications in Marketing
USA Austin Peary State University
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