Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tareika Giles

Tampa,FL

Summary

To utilize my critical thinking and analytical skills to work in a supporting role where I can provide an exceptional member experiences. My goal is to help influence the ideas of decision makers and inspire others through action. I will execute and drive development processes by fostering innovation through my own work experiences and creativity.

Overview

8
8
years of professional experience

Work History

Facilitator II -Rotation

USAA
07.2023 - Current
  • Delivers high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
  • Facilitates learning through a variety of activities such as discussions, learning activities, coaching’s and group interactions
  • Fosters an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
  • Provide constructive feedback to participants during debriefing sessions, fostering personal growth and skill development.
  • Certified in teaching virtually, in a classroom setting, or lab
  • Supports Instructional Design & Development team with recommendations for identified training material that is out of compliance per BCC rules, law & regulations & submit revisions, as needed.
  • Exercises leadership capabilities by successfully motivating and inspiring others.

Bank Sales and Service Contact Center Rep I

USAA
07.2020 - 07.2023
  • Provided exceptional customer service by actively listening to inquiries and offering personalized banking solutions.
  • Promoted superior experience by addressing member complex concerns, demonstrating empathy, and resolving escalated problems swiftly.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Ensured that all transactions are identified, measured, monitored and controlled following the bank risk and compliance policies and procedures
  • Managed and executed complex decision making while prioritizing member needs and offering solutions for complaints/issues.
  • Maintained Checking, Savings, CD’s, Credit Cards, and IRAs.
  • Facilitated conflict resolution between members and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
  • Managed fraud and dispute cases.


TRAINING FACILITATOR II

USAA
04.2019 - 07.2020
  • Effectively trained employees on specific bank customer service & technical skills
  • Facilitated learning through a variety of activities such as discussions, learning activities, coaching’s and group interactions
  • Facilitated virtual, in-person and blended learning sessions.
  • Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
  • Mitigated potential compliance risks by ensuring all employees received mandatory industry-specific training.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Worked with Instructional Design & Development team and made recommendations for identified training material that is out of compliance per BCC rules & submitted revisions
  • Performed managerial administrative duties to include timesheet reviews, performance evaluations, and managing employees in One Source.
  • Administered regular assessments to track progress and address any areas requiring additional focus or support for learners'' growth.

EXECUTIVE RESOLUTIONS TEAM/HELPLINE SR

USAA
04.2016 - 07.2020
  • Provided product knowledge and best practices with less experienced frontline peers through the helpline service
  • Responded to member inquiries to address concerns and maintain member satisfaction and loyalty.
  • Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Certified in Deposits, Credit Cards & IRA products. Handled servicing and acquisition calls on complex and high-risk situations
  • Served as a resource to team members for member escalated issues. Researched and resolved moderate to complex bank issues.
  • Collaborated with Facilitators for floor walking and peer-to-peer shadowing support for new hire/cross-skilled teams
  • Active ICE POC for the team creating increased team engagement/participation
  • Worked well in a team setting, providing support and guidance.

Education

Bachelor of Science - Business Administration And Management

American Public University
Charles Town, WV
08.2027

Skills

  • 95 years of Financial Services experience
  • Excellent experience in revising training material to comply with BCC
  • Time Management
  • Staff Management
  • Training and Development
  • Team Leadership skills
  • Performance reviewing
  • Conflict resolution skills
  • Developing knowledge of Microsoft Office tools
  • Facilitation Techniques
  • Complaint resolution

Timeline

Facilitator II -Rotation

USAA
07.2023 - Current

Bank Sales and Service Contact Center Rep I

USAA
07.2020 - 07.2023

TRAINING FACILITATOR II

USAA
04.2019 - 07.2020

EXECUTIVE RESOLUTIONS TEAM/HELPLINE SR

USAA
04.2016 - 07.2020

Bachelor of Science - Business Administration And Management

American Public University

Similar Profiles

CREATE PROFILE
Tareika Giles