Roxanne Chung
Frost Bank
San Antonio,TX
23
years of professional experience
Dynamic professional with extensive mortgage and banking experience, 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.
Work History
Consumer Banking Experience Analyst II
4 Years 5 Months- Educated MLAs on end-to-end origination process as mortgage subject matter expert.
- Lead the Foundations training, orienting new frontline employees to the Frost culture, operational procedures, emergency protocols, and product suite.
- Facilitate consumer lending training focused on the application process, guiding participants through the intake, documentation and closing process.
- 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.
- Evaluated reporting insights to enhance training programs continuously.
- Assessed line-of-business needs to design customized training programs for performance improvement.
Executive Complaints Manager
18 Years 11 Months- Managed team of 15 representatives handling executive-level complaints, ensuring timely and effective resolutions.
- Conduct regular performance reviews to recognize achievements, address challenges, and establish clear goals for continued development.
- Delivered modularized training for new hires, creating structured onboarding experience that accelerated integration into department.
- Facilitate the hiring process by conducting interviews and selecting top talent for open positions.
- Traveled to disaster-affected areas to coordinate and facilitate assistance for impacted customers.
Education
Some College (No Degree) - Mass Communication
Skills
Employee onboarding
Training evaluation
Performance metrics
Regulatory compliance
Project management
Cross-functional collaboration
Communication skills
Timeline
Consumer Banking Experience Analyst II
Frost Bank
05.2022 - CurrentRead More
Executive Complaints Manager
Wells Fargo
06.2003 - 05.2022Read More
Texas State University
Some College (No Degree) from Mass Communication
Read More