Stephanie Miles

Manager• Member Solutions • Sales
Manages team(s) that perform sales, service accounting and/or underwriting activities through a variety of channels on a variety of insurance, lending and banking products. Accountable for enterprise, financial, and market performance through team's results in relationship management, operational effectiveness, member retention and risk management. Have been my team’s Capacity POC for 3.5 years and very skilled in call-center operations/NICE/Workstation. Work on projects for process improvement and was involved with setting up new department in staffing, training, process setup/monitoring/improvement, budget alignment, scheduling.

· Drives business results and revenue/product goal attainment; ensures team members provide appropriate product solutions to meet member needs.

· Responsible for the daily management of assigned resources to fulfill their normal customer contact responsibilities.

· Serves as a team leader, coach, mentor, role model, and change agent to a team of front-line employees who provide sales, service, accounting and/or underwriting activities to members through a variety of channels on a variety of insurance products.

· Responsible for employee development through regular coaching and timely feedback.

· Selects, develops, and coaching employees in fulfillment of USAA’s Corporate Mission.

· Performs managerial duties to include performance management, salary reviews, corrective actions, career counseling, and resolution of employee issues.

Ensures appropriate risk analysis, pricing, and compliance with internal and regulatory policies.

Manager, Talent Acquisition Team and Operations

Responsible for the recruiting and hiring of USAA employees within a specific CoSA/business line through co-leading a team of managers in the execution of the hiring demand. Ensured effective working relationships exist with all levels of company management to proactively deliver to staffing requirements. Analyzed gaps in reporting for the department, and designed, maintained and streamlined process of reporting for the Talent team and provided insights/reporting to executive-level key stakeholders. Managed the employment, placement, and transfer procedure of team to ensure a quality supply of candidates meet USAA's organizational requirements while adhering to compliance standards/expectations. Attended recruiting events and collaborated with recruiters on project to generate leads from sourcing with new hire employees.

• Managed enterprise level talent planning, programs, and projects. Collaborated with business and Human Resources partners to develop and implement strategies supporting hiring needs. Manages programs and initiatives, leveraging various channels to enable the hiring plan.
• Served as talent programs consultant to assigned CoSA or enterprise program(s), providing guidance, oversight, and communication on talent programs strategies.
• Represented USAA at career fairs and other recruiting/branding events around the country. Measures the effectiveness of talent solutions to ensure value and alignment to strategic priorities.
• Use analysis, organizational trends, competitive intelligence, and benchmarked industry practices to understand talent shifts. Recommends strategy adjustments to leadership by acquiring and applying intermediate knowledge of relevant human resources discipline.

Supervisor• The Broadmoor Hotel

Supervised a large staff and in charge of administrative duties to include scheduling, event coordination, performance management and training. Full cycle recruiting and hiring throughout position there. Increased profits by reducing losses and developed and trained to more cost effective business procedures. Worked on projects geared towards productivity and efficiency in processes.