Roxanne Chung
San Antonio
Summary
Dynamic professional with extensive banking experience at Wells Fargo and Frost Bank, excelling in training development, and cross-functional collaboration. Proven track record in managing teams and enhancing performance through data analysis and regulatory compliance. Recognized for delivering impactful training programs that drive operational excellence and improve customer satisfaction.
Overview
22
22
years of professional experience
Work History
Consumer Banking Experience Analyst II
Frost Bank
San Antonio
05.2022 - Current
- Serve as a mortgage subject matter expert, educating MLAs on the end-to-end origination process.
- Lead the Foundations training, orienting new frontline employees to the Frost culture, operational procedures, emergency protocols, and product suite.
- Collaborate with cross-functional teams on projects related to line-of-business needs and initiatives.
- Determine line-of-business needs to create and deliver personalized training.
- Regularly evaluate reporting insights to drive continuous improvement in training programs.
- Evaluate line-of-business needs to create customized training programs to drive performance improvements.
Executive Complaints Manager
Wells Fargo
San Antonio
06.2003 - 05.2022
- Manage a team of up to 15 representatives, responsible for handling executive-level complaints and determining appropriate resolutions.
- Conduct regular performance reviews to recognize achievements, address challenges, and establish clear goals for continued development.
- Deliver modularized training to new hires transitioning into the department, ensuring a structured and comprehensive onboarding experience.
- Facilitate the hiring process by conducting interviews and selecting top talent for open positions.
- Selected to travel to disaster-affected areas to coordinate and facilitate assistance for impacted customers.
Education
Some College (No Degree) - Mass Communication
Texas State University
San Marcos, TXSkills
- Training development
- Communication skills
- Data analysis
- Regulatory compliance
- Project management
- Cross-functional collaboration
Affiliations
Volunteer Experience
- SA Youth
- SA Food Bank
- Texas Diaper Bank
- NISD
- San Antonio Sports
Accomplishments
- SA Youth Board
- SA Youth Fiesta Chips & Salsa Queen
- Wells Fargo Volunteer of the Year
Timeline
Consumer Banking Experience Analyst II
Frost Bank
05.2022 - Current
Executive Complaints Manager
Wells Fargo
06.2003 - 05.2022
Some College (No Degree) - Mass Communication
Texas State University
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