JOSUE "JAY" RIOS
Las Vegas,NV
Summary
Creative, results-focused professional with over 15 years of experience in people leadership, operations management and risk/compliance evaluation. Lead teams in a fast-paced customer-driven environment. Excellent communicator, skilled at fostering an environment of trust and collaboration among both associates and leadership. Fluent in Spanish and English.
Overview
15
15
years of professional experience
Work History
Customer Experience Manager
Village Capital and Investment
Las Vegas, NV
03.2024 - Current
- Oversee the entire contact center operation, which includes 125+ agents, process managers, and team managers.
- Work closely with the executive team by providing performance reports and trends.
- Develop strategies to meet the organization's KPI requirements.
- Resolved complex customer complaints in a timely manner while maintaining excellent customer relations.
- Monitored progress by establishing plans, budgets and measuring results.
- Ensured compliance with company policies and regulatory requirements within the call center.
Head of Servicing - Operations Manager
PANORAMA MORTGAGE GROUP
Las Vegas, NV
05.2020 - 03.2024
- Manage a set of teams and oversee all servicing operations
- Assure all quality and servicing metrics met
- Create strong culture and enable servant leadership among teams
- Conduct audits related to financial statements (PnL)
- Develop strong team ethics and establish robust engagement with associates
- Establish monthly goals and evaluate current processes in order to streamline
- Oversee all quality of service with our customers to assure satisfaction
Department Manager - Office of the President
CAPITAL ONE BANK
Las Vegas, NV
01.2019 - 01.2020
- Led a team of supervisors and managers in overseeing process changes
- Worked closely with associates to develop action plans and team building exercises
- Created and enhanced multi-department PnPs base on our department findings
- Conducted department town halls and meetings to deliver training, recognition, and motivation
- Led focus group to address low associate morale by encouraging transparency in feedback
- A plan was implemented and over a 3-month period the associate engagement and morale scores increased significantly
- Managed research and identified growth opportunities with new processes
- Brainstormed with multi-site locations on customer experience and implemented best practices
- Worked with team to evaluate risk components for new processes or services
Credit Operations Manager
CAPITAL ONE BANK (Continued)
Las Vegas, NV
01.2015 - 01.2019
- Oversee department credit decisions for retail partners and powersport vehicles
- Manage underwriting guidelines for credit card applications under partnership US Card ops
- Worked closely with associates to develop action plans and team building exercises
Licensed Branch Officer
WELLS FARGO BANK
Las Vegas, NV
01.2011 - 01.2015
- Managed associates responsible for branch operations and customer service operations
- Handled high-value clients and built portfolios around need
- Conducted learning assessments and provided training and coaching for performance development
- Analyzed weekly reports and created reviews of monthly revenue reporting
- Created monthly action plans to attain better customer satisfaction scores quarterly, exceeding goals
Junior Analyst Internship
NORTHWESTERN MUTUAL
Las Vegas, NV
01.2010 - 01.2011
- Analyzed data, created charts and explained advisor plans for asset allocation
- Established spreadsheet design to create easier methods for research
- Maintained management of client service requests
- Researched trends in industry and provided weekly reports to leadership
- Met with clients to advise of market and account changes
Education
B.S. - Business Administration
UNIVERSITY OF PHOENIX
Las Vegas, NVA.S. - Marine Biology and Oceanography
COLLEGE OF SOUTHERN NEVADA
Las Vegas, NVSkills
- People leadership
- Compliance & risk evaluation
- Associate development
- Project management
- Process improvements
- Time management and productivity
- Employee engagement and coaching
- Lean and Six Sigma
Timeline
Customer Experience Manager
Village Capital and Investment
03.2024 - Current
Head of Servicing - Operations Manager
PANORAMA MORTGAGE GROUP
05.2020 - 03.2024
Department Manager - Office of the President
CAPITAL ONE BANK
01.2019 - 01.2020
Credit Operations Manager
CAPITAL ONE BANK (Continued)
01.2015 - 01.2019
Licensed Branch Officer
WELLS FARGO BANK
01.2011 - 01.2015
Junior Analyst Internship
NORTHWESTERN MUTUAL
01.2010 - 01.2011
B.S. - Business Administration
UNIVERSITY OF PHOENIX
A.S. - Marine Biology and Oceanography
COLLEGE OF SOUTHERN NEVADA
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