Summary
Overview
Work History
Education
Skills
Timeline
Generic

Reachel Wilcoxson

San Antonio,TX

Summary

Proven leader with extensive experience in the travel and financial sectors, notably with USAA. Spearheaded project management and process improvement, enhancing productivity by automating tasks. Skilled in delivering top-notch customer service and driving team performance. Excel in organizational capabilities and fostering team collaboration. Achieved significant improvements in customer satisfaction and operational efficiency.

Overview

21
21
years of professional experience

Work History

Travel Advisor

Self-employed
03.2024 - Current
  • Conducted thorough research on destinations and accommodations to provide accurate information to travelers.
  • Delivered exceptional customer service by promptly addressing inquiries via phone, email, or in-person meetings.
  • Researched cruises, airfare options and siteseeing options to best meet client expectations.
  • Educated clients on necessary travel documents, insurance options, and safety precautions for each destination.

Property Preservation Specialist

Self-employed
09.2021 - 01.2023
  • Safeguarded properties from vandalism or theft by installing security measures such as fencing, boarding windows, or replacing door locks when required.
  • Hired sub-contractors to fulfill tasks as needed
  • Established strong relationships with clients by consistently delivering high-quality work on time and within budget expectations.

Business Process Owner

USAA
03.2019 - 05.2021


  • Supported business process risk management using established methodologies and exercising control plans to verify alignment with business and regulatory requirements.
  • Improved overall productivity and adherence, identifying innovative solutions to automate manual tasks.
  • Spearheaded root cause analyses for recurring issues, devising long-term strategies to prevent recurrence effectively.


Program Project Manager (Non-IT)

USAA
04.2015 - 03.2019
  • Successfully managed multiple Banking Deposits and Credit Card projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Provided detailed project status updates to stakeholders and executive management.
  • Conducted validation testing, drafted communications to leadership and MSRs, and analyzed data.

Financial Foundations Manager

USAA
09.2011 - 04.2015
  • Enhanced member satisfaction by resolving escalations promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing Bank employees to maximize team agility and performance.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Call Quality Coach

USAA
08.2006 - 09.2011
  • Provided one-on-one call observation and employee coaching feedback to all levels of leadership ensuring they had the essential tools and skills needed to develop and support their teams
  • Partnered with business clients to facilitate listening posts to drive business results
  • Assisted in developing training materials and facilitated training classes

Bank Servicing Representative and Manager

USAA
10.2003 - 08.2006
  • Handled customer escalations quickly and professionally to restore customer confidence and prevent loss of business.
  • Deepened member relationships by referring company products and/or services
  • Responded to customer questions via telephone and written correspondence regarding their banking products (ie. checking, savings, credit cards, certificates of deposit, etc.)
  • Developed employees through coaching and development to improve business results

Education

Bachelor of Science -

University of Texas At Austin
Austin, TX
08.2003

Skills

  • Travel industry experience
  • Organizational capabilities
  • Team player attitude
  • Excellent customer service

Timeline

Travel Advisor

Self-employed
03.2024 - Current

Property Preservation Specialist

Self-employed
09.2021 - 01.2023

Business Process Owner

USAA
03.2019 - 05.2021

Program Project Manager (Non-IT)

USAA
04.2015 - 03.2019

Financial Foundations Manager

USAA
09.2011 - 04.2015

Call Quality Coach

USAA
08.2006 - 09.2011

Bank Servicing Representative and Manager

USAA
10.2003 - 08.2006

Bachelor of Science -

University of Texas At Austin

Similar Profiles

CREATE PROFILE
Reachel Wilcoxson