Steven Moraga, M.B.A
Rio Rancho,NM
Summary
Over 20 years of meeting and exceeding ambitious objectives with strong management acumen. Collaborative leader with dedication who partners with coworkers to promote an engaged, collaborative work culture. Strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Member Service Manager
Nusenda Credit Union
05.2023 - Current
- Support the daily operations of a Member Service Representative team to ensure exceptional member experiences.
- Observe employee's individual strengths and initiate a coaching program to improve areas of opportunity.
- Train and guide team members to maintain high productivity and performance metrics.
- Enhance member satisfaction by addressing escalated inquiries and resolving issues promptly.
- Conduct regular performance reviews, identifying areas for improvement and develop action plans to address them.
- Analyze data to identify trends in service delivery and operations workflow, implement strategies to mitigate risks accordingly.
- Analyze and report on key performance metrics to senior management.
- Track employee attendance and punctuality, address repeat problems quickly to prevent long-term habits.
Manager, Sales and Account Management
Delta Dental Of New Mexico
06.2020 - 02.2023
- Coached, mentored, developed, and evaluated sales and account management staff to ensure sales and retention goals were achieved.
- Provided direction, prioritized, and distributed requests to staff. Scheduled and oversaw work assignments.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement. Strengthened relationships with current accounts through consistent and frequent communication.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving results.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Manager, Biometrics
HID Global
03.2016 - 08.2019
- Process Manager responsible for global end to end customer experience processes.
- Managed third party logistics team to ensure on time order fulfillment and inventory control procedures were followed.
- Led operations integration projects to facilitate process improvement and to transition work between multiple locations.
- Responsible for month end close reporting, including global sales target trending, financial analysis and client specific reporting.
- Designed, implemented and evaluated new process performance and made decisions to adjust processes based on data driven results.
Service Delivery Manager
Fidelity Investments
03.2008 - 03.2016
- Responsible for providing leadership to employees, ensuring employee adherence to corporate policies and client plan rules.
- Coached, mentored, and developed staff, including overseeing new employee on-boarding and providing career development planning.
- Managed overall operational, budgetary, and financial responsibilities of the department.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Customer Service Manager
Citibank, NA
07.1997 - 03.2008
- Team Manager responsible for a large sales unit from 8/2005 to 03/2008.
- Senior Operations Analyst 1/2001 to 08/2005.
- Card Services Collection Agent 07/1997 to 01/2001
- Managed organizational sales by developing business plans that covered sales, revenue and expense controls.
- Managed, coached, and motivated sales staff to develop sales skills and ensure high professional standards were achieved.
- Responsible for workflow optimization and process improvement initiatives.
Education
MBA -
University of New Mexico
Albuquerque, NM12.2009
Bachelor of Science - Business Management
University of Phoenix
Albuquerque, NM11.2006
Skills
- Team Leadership
- Process Improvement
- Strategic Planning
- Customer relationship building
- Analytical and problem-solving
- Contact Center operations
- Goal Setting
- Workforce Management
- Negotiation Skills
- MS Office Suite
Certification
New Mexico Life and Health Insurance license
Timeline
Member Service Manager
Nusenda Credit Union
05.2023 - Current
Manager, Sales and Account Management
Delta Dental Of New Mexico
06.2020 - 02.2023
Customer Service Manager, Biometrics
HID Global
03.2016 - 08.2019
Service Delivery Manager
Fidelity Investments
03.2008 - 03.2016
Customer Service Manager
Citibank, NA
07.1997 - 03.2008
MBA -
University of New Mexico
Bachelor of Science - Business Management
University of Phoenix
Similar Profiles
Laryssa MontoyaLaryssa Montoya
Financial Consultant at Nusenda Credit UnionFinancial Consultant at Nusenda Credit Union
George RodriguezGeorge Rodriguez
Financial Consultant at Nusenda Credit UnionFinancial Consultant at Nusenda Credit Union
Francisco Sebastian IrigoyenFrancisco Sebastian Irigoyen
Financial Wellbeing Coordinator at Nusenda Credit UnionFinancial Wellbeing Coordinator at Nusenda Credit Union
Johanna SowarJohanna Sowar
Lead Financial Consultant at Nusenda Credit UnionLead Financial Consultant at Nusenda Credit Union
Brenda FordBrenda Ford
Deputy at Santa Fe County Sheriff's OfficeDeputy at Santa Fe County Sheriff's Office