Ken Risser
Rockwall,Texas
Summary
Professional in consumer relations with focus on resolving complex customer issues and enhancing user satisfaction. Proven expertise in communication, conflict resolution, and data analysis to drive impactful outcomes. Strong emphasis on team collaboration and adaptability, ensuring reliable and flexible support in dynamic environments. Skilled in critical thinking, empathy, and strategic problem-solving essential for consumer affairs.
Overview
29
29
years of professional experience
Work History
Consumer Affairs Specialist
FDIC
Dallas, TX
12.2023 - 11.2025
- Deposit Insurance Specialist/Subject Matter Expert- responded to specialized or escalated deposit insurance inquiries from consumers, bankers or brokers via phone or email
- Researched/provided detailed information on formal and informal trust coverage, business, government, fiduciary, custodial, estate and retirement accounts, plus other complex ownership categories and scenarios; Provided options to maximize coverage
- Researched suspicious bank/non-bank entities, fraudulent or misleading websites for possible Part 329 misrepresentations; Referred to internal group for further action or take-down
- Responsible for Consumer Response Unit mail/email queue; Processed correspondence from consumers or state or federal agencies; Researched case matter; Created Epic cases for CRU
Information Specialist – Contractor
FDIC Call Center (SII / AECOM / URS / Apptis / AppleOne)
Dallas, TX
02.2008 - 12.2023
- Responded to consumer or banker inquiries, concerns or complaints by phone or email
- Researched, interpreted and provided banking industry data - (market share, quarterly banking profile, summary of deposits, statistics on banking, etc.)
- Provided basic information on FDIC deposit insurance rules and limits; Offered options for maximizing deposit insurance coverage for consumers, bankers and brokers
- Researched bank failures, mergers and other historical banking information to assist with lien release, satisfaction of mortgage, deposits, unclaimed property or other asset resolution; Referred to appropriate internal or external sources for follow-up
- Assisted with training new agents, provided feedback and training recommendations
Group Sales Manager
DFW Tours
Dallas, TX
01.2006 - 01.2007
- Provided leadership, direction, accountability and profit guidelines for Group Sales Department
- Created and provided analytical research to support group revenue generation
- Doubled land component bookings (hotels, transfers, tours) from 2006 in first 3 months of 2007
- Established, tracked and maintained individual and department goals and performance standards
- Resolved ownership/customer Issues, improved call response time and customer service levels
Corporate Trainer, Quality Analyst, Group Sales Manager
Hotels.com
Dallas/Arlington, TX
01.1997 - 01.2005
- Provided systems, sales and customer service training to over 400 agents for all call centers
- Created, monitored and provided training/improvement strategy updates for all call centers
- Resolved high-profile and/or escalated customer service issues via phone, mail and email
- Managed Group Sales and Customer Service staff - hiring, scheduling, payroll, performance
Education
Bachelor of Applied Arts and Sciences - Political Science
University of North Texas
Denton, TXundefined
Brookhaven College
Farmers Branch, TXSkills
- Excellent written and verbal communication, coaching, negotiating and interpersonal skills
- Detail-oriented, extremely resourceful, superb problem solving and diligent but fair complaint handling
- Analytical yet empathetic, research and fact-based approach
- Customer focused, result-oriented and calm under pressure
- Strong team and relationship building/collaboration skills
- Ability to multitask, yet meet or exceed service levels and manage time requirements
- Software: Epic/Salesforce, CCATS, Remedy, Microsoft Office Suite, AS400, TITAN
- Mayor’s Appointee to City of Garland Environmental & Communities Advisory Board 2009 – 2025
- Shores of Wellington HOA Board of Directors 2014-2024; Pool and Social Committee Chair
- SPCA of Texas volunteer since 2007; Event Committee, Strut Your Mutt Route/Logistics Chair
Timeline
Consumer Affairs Specialist
FDIC
12.2023 - 11.2025
Information Specialist – Contractor
FDIC Call Center (SII / AECOM / URS / Apptis / AppleOne)
02.2008 - 12.2023
Group Sales Manager
DFW Tours
01.2006 - 01.2007
Corporate Trainer, Quality Analyst, Group Sales Manager
Hotels.com
01.1997 - 01.2005
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Brookhaven College
Bachelor of Applied Arts and Sciences - Political Science
University of North Texas