Summary
Overview
Work History
Education
Timeline
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Angelina Orona

Phoenix,AZ

Summary

10 years management/23 years of Customer Service/Sales Experience- Face to face, inbound and outbound Sales Experience Passionately self-motivated to learn and succeed Adapts quickly to organizational changes Dynamic team player Strong relationship builder, utilizing active listening and negotiation skills Creative problem solver with attention to detail, organization, and prioritization of work Drives for results and responds positively to coaching and feedback

Overview

27
27
years of professional experience

Work History

USAA, Banking & Insurance Solutions Relationship Specialist

NMS/Sep/Divorce/Face to Face/NMA Afterhours
01.2004 - Current
  • Extensive SIT in’s for managers while out of office- experience 1 week up to 12 months
  • Extensive experience utilizing a suite of tools and resources
  • Sales force entry for weekly call audits
  • Workforce Management to monitor call center and pull adherence reports
  • 360 platform for coaching documentation
  • Recognized by Executive Director in driving results during long term SIM
  • Created Employee Recognition – weekly, mid-month, end of month
  • Recognized by district director for driving NRAC from 21.21 to 42
  • Coordinated and facilitated implementation training for the newly established NMA Afterhours department
  • Scheduled and led recruiting roadshows
  • Scheduled and led NMA Sales Training
  • Mentored newly promoted NMA RS
  • Created “Moveable Middle Strategy” for W@H NMA which was adopted in all regions
  • Reviewed impact of coaching on low/mid/high performing employees; data determined coaching impact was greatest on mid-level performing employees
  • Equipped with necessary skills to identify outliers (both high will/high skill and low will/low skill) adapting my coaching style, optimizing coaching effectiveness and employee performance
  • Cross trained in Service & Deepening, NMA, Face to Face, Sep/Divorce, Military Affairs.

Seasonal Bath & Body Sale3s Associate

Arrowhead Crossing
10.2022 - 12.2022
  • Service External Customers with their product needs based on needs analysis
  • Cashier - assisting with credit and cash transactions
  • Stock and inventory products
  • Assist with daily sales goals to meet Store Set Sales Goals.

Discover Financial Services Team Lead/Subject Matter Expert/Quality Assurance Team

08.1997 - 01.2004
  • Served as a Team Leader, coach, mentor, role model, and change agent to a team of front-line employees who provided sales and service to credit card stakeholders
  • Assist with team strategies, monthly reviews, write performance appraisals, and corrective actions, career counseling, and resolution of employee issues
  • Managed call quality assurance team to audit calls, conducted listening sessions for managers and director to ensure consistency in evaluating call observations maintaining compliance with policies, procedures and regulations.

Education

Master's - Organizational Leadership

Grand Canyon University
02.2024

Bachelor's - Applied Management

Glendale Community College

Timeline

Seasonal Bath & Body Sale3s Associate

Arrowhead Crossing
10.2022 - 12.2022

USAA, Banking & Insurance Solutions Relationship Specialist

NMS/Sep/Divorce/Face to Face/NMA Afterhours
01.2004 - Current

Discover Financial Services Team Lead/Subject Matter Expert/Quality Assurance Team

08.1997 - 01.2004

Master's - Organizational Leadership

Grand Canyon University

Bachelor's - Applied Management

Glendale Community College

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Angelina Orona