Porsha Boyattia
Plano,TX
Summary
Dynamic and results-driven leader with 20 years of experience in financial services and team management. Proven expertise in coaching and mentoring teams, fostering trust, and driving performance to exceed organizational goals. Skilled in credit evaluation, underwriting, and risk assessment with a track record of delivering top results in financial analysis and customer satisfaction. Adept at problem-solving and making data-driven decisions, leveraging strong interpersonal and communication skills to build lasting relationships. Self-motivated professional with a diligent work ethic and a passion for cultivating high-performing teams.
Overview
14
14
years of professional experience
Work History
Team Lead
Vivid Seats
10.2023 - Current
- Supervise and coach a team of customer service agents to deliver VIP experiences, focusing on skill development and career growth.
- Implement innovative strategies to improve productivity and elevate customer satisfaction through timely and professional fan support.
- Foster a collaborative and goal-oriented team culture by setting clear performance expectations and providing individualized coaching.
- Analyze and monitor agent performance metrics (e.g., CSAT, QA scores, resolution rates) to identify improvement areas and drive continuous quality enhancement.
- Manage staffing, attendance, and policy adherence to maintain operational efficiency and exceed key performance indicators (KPIs).
- Handle escalated customer issues and implement solutions to resolve inquiries, ensuring high levels of loyalty and satisfaction.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Relationship Manager Coach
Capital One
07.2021 - 10.2023
- Directed a team of 10 relationship managers, ensuring top-tier performance through training, coaching, and career development.
- Maintained the highest-performing team in the RBC for 12 consecutive months by fostering excellence and accountability.
- Recruited, interviewed, hired, and onboarded team members, driving talent acquisition and retention strategies.
- Analyzed and reported on production goals across 11 territories using Salesforce and Tableau, driving data-informed decisions.
- Built and maintained strategic relationships with key stakeholders, ensuring monthly top performance.
- Guided dealership relationships with 60+ locations, influencing General Managers, Sales Managers, and Finance teams to strengthen partnerships.
- Facilitated employee growth through regular performance reviews, development plans, and weekly coaching sessions, resulting in a cohesive and high-performing team.
- Consistently exceeded monthly sales goals by cultivating a strong network of professional contacts and referrals.
Relationship Manager
Capital One
03.2013 - 07.2021
- Strategically acquired new client relationships, tripling market share and contract volume within the assigned territory.
- Achieved consistent top performance, driving the #1 producing territory in RBC for five consecutive years.
- Utilized competitive market intelligence to develop targeted strategies, increasing metrics month over month.
- Cultivated strong relationships with dealers and decision-makers, resulting in increased market share and client loyalty.
- Conducted credit reviews and underwrote auto loans, ensuring compliance with credit and policy standards.
- Maintained up-to-date knowledge of industry trends to position the bank as a top choice in the market.
Assistant Relationship Manager
Capital One
01.2011 - 03.2013
- Processed and verified loan documentation for dealer customers, ensuring accuracy and a seamless funding experience.
- Partnered with dealers through inbound and outbound communications, educating them on funding policies to streamline processes.
- Identified fraudulent activities and misrepresented income during loan reviews, saving the company millions by mitigating risk.
- Delivered brand-defining customer service, building trust and loyalty among dealer clients.
Education
High School Diploma -
John B Connally High School
06.2001
Skills
- Attention to detail
- Building strong relationships
- Coaching and mentoring
- Leadership & Team Development
- Problem-solving abilities
- Performance Metrics Analysis
- Process Improvement & Risk Management
- Recruiting & Onboarding
- Creditworthiness assessment
- Loan approval & denial
- Team supervision
- Credit analysis
Timeline
Team Lead
Vivid Seats
10.2023 - Current
Relationship Manager Coach
Capital One
07.2021 - 10.2023
Relationship Manager
Capital One
03.2013 - 07.2021
Assistant Relationship Manager
Capital One
01.2011 - 03.2013
High School Diploma -
John B Connally High School
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