Experienced coach with 15+ years in customer service, coaching, and compliance. Known for clear communication, group leadership, and relationship-building while improving service quality, reinforcing procedures, and supporting team performance.
16
years of professional experience
Work History
COACH
16 Years 6 Months
Discover Financial Services, DFS | West Valley City, UT | 05.2010 - Current
Coached frontline associates on customer engagement, compliance, and quality expectations.
Facilitated performance reviews using scorecards, call observations, and developmental feedback.
Partnered with leaders to reinforce operational procedures and service consistency.
Trained staff on workflows, escalation handling, and documentation standards.
Acting Coach
5 Months
Discover Financial Services, DFS | West Valley City, UT | 12.2023 - 05.2024
Coached associates on customer interactions, service quality, and call handling standards
Developed feedback plans aligned with performance goals and compliance requirements
Observed calls to identify coaching opportunities and reinforce effective communication
Trained teams on policy updates, product knowledge, and service procedures
Representative
12 Years 8 Months
Discover Financial Services, DFS | West Valley, NY | 05.2010 - 01.2023
Resolved customer inquiries across credit card accounts, delivering accurate guidance and courteous service
Reviewed account activity to identify discrepancies, fraud indicators, and servicing needs
Processed payments, balance adjustments, and account updates with strong attention to detail
Explained billing statements, fees, and payment options using clear, compliant communication
Education
GED
Taylorsville High School | Taylorsville Utah | 10.2004