Joel Ornelas-Esparza

CEW Champion

• Lead all technology pilot for the Las Vegas Retail Site.
• Facilitate pilot training material to associates ,ensuring they had a full understanding of the upcoming changes.
• Immediately escalated any issues CRSs experienced during the pilot to our technology partners.
• Joined daily calls with technology partners to provide feedback.
• Streamlined communication with the site's leadership with any technology recent updates.
• Assists the associated with troubleshooting any system/technology issues that arise.

Specialty Servicing Senior Client Advocate

• Frequently sought after to resolve a wide range of challenges and opportunities by peers and leadership.
• Creates a calendar rotation to ensure the SCA’s have a monthly impactful meeting.

Senior Client Advocate

• Provided an elevated client experience to generate loyalty.
• Investigated and resolved client inquiries an complaints quickly.
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
• Educated client on product and service details and information.
• Responded to all client inquiries efficiently, thoroughly and professionally.
• Resolved all client complaints in a professional manner while prioritizing client experience.
• Managed a wide variety of client service and administrative tasks to resolve client issues quickly and efficiently.
• Deescalating tough situations, client concerns and frustrations.

Interim Team Manager

• Maintained positive client relations by addressing problems head-on and implementing successful corrective actions.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Developed action plans based on performance to ensure associate were implementing coaching/feedback while maintaining risk and meeting goal.
• Fostered a healthy, 360 learning environment within our team by engaging in calibrations at least 2 times a week while following and creating actions plans.
• Supporting associate's build and expand their brand and focus their vision based on their career goals.

OJT/ Proctoring

• Developed and implemented organizational systems to better manage training documentation and progress reporting.
• Documented class activities, including attendance and participation, and provided feedback to management.
• Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
• Provided effective coaching and created specific actions plans for each individual associate to hit their goal metric.
• Handled escalated calls
• Proctored 6 FC classes with over 40 FTE each, while focusing on their receptiveness with our "Words Matter" behaviors, ensuring an exceptional client experience is delivered