Lori Valley
San Antonio,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Bank Sales and Service Contact Center Rep Sr
USAA Federal Savings Bank
San Antonio, TX
08.2023 - Current
- Maintains compliance with policies, procedures, and regulations through evaluations, coaching, and acting as a subject matter expert in credit cards and deposits.
- Utilized various software tools such as Microsoft Office Suite, Salesforce.
- Offered resolutions to new learners de-escalate calls and solve customer issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and member service levels by anticipating needs and delivering outstanding support to new learners.
- Supported onboarding team members to drive growth and development.
- Increased member satisfaction ratings of the new team by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Exceeded established service goals while leveraging member service, sales, and employee management best practices.
- Lead in partnership with manager, new hire, and cross-skill classes in the onboarding process.
- Responsible for facilitating daily uploads and downloads with new learners on processes related to their area of member service.
- Provides feedback to support employee performance that is in alignment with business objectives.
- Reviewing and adjusting learning materials to meet business needs, to ensure that the Bolt team is reducing errors and achieving company goals.
- Developed and implemented Walking/Chat support evaluations to assist in their development.
- Completed Lead Certification.
- Filled in for Bolt Manager when needed.
Bank Sales and Service Representative 1
USAA Federal Savings Bank
San Antonio , TX
12.2006 - Current
- Proficient skills in Deposits, Credit Cards, Consumer Lending originations, Mortgage Originations, and Mortgage Processing.
- Participated in the MSR Lab for 13 months.
- Assisted members in resolving highly complex questions, issues, or needs regarding CD, credit card, or deposit products.
- Identifies opportunities within business practices to improve efficiency and MSR knowledge.
- Educates members on products and services to deepen their relationship with USAA.
- Serves as a subject matter expert for USAA products and services by assisting frontline MSRs on the phone, as well as traveling to 3rd party locations.
- Serves as a resource to team members on escalated issues of complex nature.
- Communicates product updates, changes, and best practices to team members.
- Onboarding of New Senior MSRs who are transitioning to the MRT role in the bank call center and the chat channel.
- Participated in peer-to-peer coaching to assist MSRs in improving skills.
- Facilitated team meetings and huddles.
- Used established procedures and extensive job experience to complete complex work assignments
Education
Associate of Arts - Interior Design
Bauder College
Arlington, Tx05-1980
Skills
- Workload Management
- Call handling
- Quality Assurance
- Report Preparation
- Quality Assurance Controls
- Documentation And Reporting
- Answering questions
- Product Knowledge
- Analytical abilities
- Call Center Operations
- Call documentation skills
- Call Center Customer Service
- Performance monitoring
- Performance Improvement
Timeline
Bank Sales and Service Contact Center Rep Sr
USAA Federal Savings Bank
08.2023 - Current
Bank Sales and Service Representative 1
USAA Federal Savings Bank
12.2006 - Current
Associate of Arts - Interior Design
Bauder College
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