TRISHA RAMOS
San Antonio,TX
Summary
Highly motivated and results oriented professional with 12 years in Banking, including more than 2 years of leading high performing and dynamic teams. Leadership experience includes Workforce Transition, Leave of Absence, Job Accommodations, Performance Management. Coaching experience demonstrates required skills to be an asset to the Extended Leave Program Team. Current Contact Center Management experience provide the opportunity to be a subject matter expert in managing complex employee relations and accountability for employee development and availability.
Overview
9
9
years of professional experience
Work History
USAA Bank Contact Center Manager
USAA Federal Savings Bank
10.2022 - Current
- Servant leader of high-performing Core Servicing team.
- Manager routines consisted of excellent administrative skills to ensure weekly coaching and call audits are documented as scheduled, which ensure real-time feedback and accountability were accomplished.
- Strong Performance Management skills, HR knowledge, Workforce Transition/Leave, and Accommodation process, and thorough documentation of employee attendance and accountability.
- Mentor current reports in professional skill development, role readiness, including branding and interview preparation for career development and growth.
Representative Senior
USAA Federal Savings Bank
San Antonio, TX
12.2018 - 10.2022
- Serve as a team leader in absence of manager
- Develop, coach and support Member Service Representatives
- Foster innovative approach to boost morale and achieve business goals
- Provide feedback for process improvements.
- Remain current on all regulations, compliance, and procedures.
- Facilitate new hire employees through virtual channels.
Executive Resolutions Team Specialist
USAA Federal Savings Bank
San Antonio, TX
01.2016 - 12.2018
- Subject matter expert in Core Servicing (Deposits, Credit Cards, and Acquisitions)
- Facilitate training for new ERT specialist and de-escalation techniques
- Selected for various projects (Visa conversion, BA- Process improvements, Reg E, Manager callbacks, CEO pilot)
Education
BBA - Organizational Leadership
University of Arizona
Tucson, AZSome College (No Degree) - General Studies
Austin Community College
Austin, TXSkills
- USAA Banking & Regulations
- Retail Bank Deposits
- Credit Cards
- Specialty Skills - MRT/ERT
- Contact Center Manager
- Verbal/Written Communication
- Time Management
- Accountability
- Innovation
- Excel
- Workforce Management
- NICE
- Coaching Documentation
- OneSource
- Team Building
- Relationship Building
- Critical Thinking
- Problem Solving
Accomplishments
- Ambassador Award 2018
Timeline
USAA Bank Contact Center Manager
USAA Federal Savings Bank
10.2022 - Current
Representative Senior
USAA Federal Savings Bank
12.2018 - 10.2022
Executive Resolutions Team Specialist
USAA Federal Savings Bank
01.2016 - 12.2018
BBA - Organizational Leadership
University of Arizona
Some College (No Degree) - General Studies
Austin Community College
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