VANESSA E. Cruz
SAN ANTONIO,TX
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Financial Center Supervisor
Firstmark Credit Union
- Built and lead high-performance team focused on achieving sales and service goals.
- Implemented policies to improve efficiency and team performance.
- Tracked metrics such as Net Promoter Score to stay up to date on operations.
- Complied with established internal controls and policies.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Coached employees for career advancement, resulting in three employee promotions to Supervisor and one employee promotion to Senior Member Service Specialist
- Traveled between 2-4 Financial Centers as the Traveling Supervisor; also travel to various Firstmark Financial Centers to provide backup support and assist as needed in any capacity
- Participates in FMCU volunteer events and in the Communications Committee
- Other titles held: Teller, Member Service Specialist, Senior Financial Specialist, Traveling Senior Member Service Specialist, Traveling Supervisor, and Supervisor.
Digital Solutions Architect
Firstmark Credit Union
05.2015 - Current
- Collaborated with internal business partners to deliver a cohesive digital banking experience to members.
- Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
- Assisted the Member Care and Financial Center teams in responses to member evaluations and escalations
- Managed project planning, resource allocation, scope, schedule, status and documentation.
- Conducted research to evaluate systems design and process efficiency.
- Spoke to different vendors regarding new features or troubleshooting if unable to solve
- Supervised deployments and provided troubleshooting and user support.
- · Central point of contact for digital banking and LOS/DAO outages, system degradations/bugs. Communicated recurring or severe issues to executive leadership and recommended solutions to maintain service.
- Support all audit, security, and risk assessments requests.
- Maintain current knowledge of Credit Union core financial system, network, products, and services.
- Created and maintain the most current documentation of all digital services. Documentation includes procedures, training material, vendor information, and workflow diagrams, and update as needed.
Secretary-Parent Engagement Program
Edgewood Independent School District
02.2011 - 05.2015
- Aided in developing and organizing the EISD Family Service Center Launch and other district-wide family events
- Organized and maintained routine work activities of the office
- Trained and coached new Parent Liaisons on Title I compliance regulations guidelines
- Coached parent volunteers and Parent Ambassadors on campus and district policies and procedures
- Organized and maintained all correspondence, publications, PO’s, other forms and department data in a user-friendly manner
- Handled sensitive information and maintained confidentiality
- Kept informed and comply with federal, state, and district policies and regulations.
Education
MBA - Business Administration
Jack Welch Management Institution: Strayer University
06.2019
Leading Others Workshop, Conditions of Success Workshop, Making Change an Asset, Seasons of Change Workshop, Emotional Intelligence Workshop I & 2, Change Management Workshop, Proposal Writing Workshop, Project Management - undefined
FMCU Leaders in Action cohort 2018
10.2018
Bachelor of Arts - Sociology
St. Mary's University
San Antonio, Texas05.2007
Skills
- Team coaching
- Quality controls
- Document Preparation
- Team Development
- Work Delegation
- Relationship Management
- Business partnership management
- Partnership Development
- Operations Management
- Risk Assessment
- Decision-Making
- Prioritizing and Planning
Licensescertificates
- Notary
- Signature Guarantee
- Crucial Conversations
- Scrum Alliance-Certified Scrum Product Owner (CSPO), Active through April 6, 2025
Additionalskillsprograms
- Spanish - Fair (Read, Write, Speak)
- Excellent communication skills.
- Ability to work well under pressure, multi-task, and prioritize work as needed.
Acknowledgements
- Steered the Potranco Financial Center to have the top Net Promoter Score (NPS) for the years 2018 and 2020.
- Leaders in Action Group Presenter Winner, on how to improve the NPS for the credit union.
- Guided the Alamo Ranch Financial Center to receive a perfect audit in 2021
- Refined leadership skills and increased self-awareness, executive presence, and insightful leadership style.
- Leadership in Action
- Crucial Conversations foreword by Stephen Covey.
- Coaching & Emotional Intelligence – Your Sweet Spot Coaching /Consulting with Dr. Kym Harris-Lee
- Renegotiated the document count pricing in MeridianLink, which resulted in a savings of $16,667.30.
Certification
- Certified Scrum Product Owner, Scrum Alliance - Active through April 06, 2025
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Digital Solutions Architect
Firstmark Credit Union
05.2015 - Current
Secretary-Parent Engagement Program
Edgewood Independent School District
02.2011 - 05.2015
Leading Others Workshop, Conditions of Success Workshop, Making Change an Asset, Seasons of Change Workshop, Emotional Intelligence Workshop I & 2, Change Management Workshop, Proposal Writing Workshop, Project Management - undefined
FMCU Leaders in Action cohort 2018
Bachelor of Arts - Sociology
St. Mary's University
- Certified Scrum Product Owner, Scrum Alliance - Active through April 06, 2025
Financial Center Supervisor
Firstmark Credit Union
MBA - Business Administration
Jack Welch Management Institution: Strayer University
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