Zativa Johnson
San Antonio ,TX
Summary
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with members and leadership. Motivated to maintain member satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a deep passion for mentoring, enhancing team cohesion and fostering confidence in others.
Overview
5
5
years of professional experience
Work History
Bank Sales Contact Center Rep AIR MRT I
USAA Federal Savings Bank
02.2024 - Current
- Ability to effectively multi-task and delegate responsibilities by priority level, while navigating multiple documents, processes, and systems.
- Focused on team/department cohesion through y-cording with written explanations and verbal communication through slack and zoom for those newly hired to profile recovery (AIR).
- Consistently looked to implement coaching feedback provided to me to quickly understand processes and learn how to self-identify areas of opportunity.
- Maintained effective time management strategies and adhered to work schedule and limit off phone activities/offline activities to manage multiple projects and work-item output.
- Provided walking support for new hires to A.I.R while employing problem solving and critical thinking to quickly get an understanding of the members need and the action that needed to be taken by the MSR to create a prompt resolution.
- Facilitated trainings and created training materials to close knowledge gaps withing the quickly expanding A.I.R department.
- Regularly requesting and implementing feedback from leadership
- Curated y-cording sessions between seasoned MSR’s and new hires to cultivate an understanding of the department, processes, and call flow.
- Collaborated to make kc updates to streamline and clarify the A.I.R processes. Created new authentication kc process for A.I.R team soon to be implemented.
- Implemented de-escalation strategies to maintain member satisfaction and control of call.
- Learned the QA auditing process to better assist teammates and management with auditing call evaluations to ensure adherence to policies and procedures.
Bank Sales and Contact Center Rep AIR II
USAA Federal Savings Bank
06.2023 - 02.2024
- Handled fast-paced inbound/outbound calls for member profile recovery.
- Curated deeper member relationship through empathy and understanding of processes.
- ·Verified identity documents and profile information to ensure risks associated with enterprise activities were effectively identified, monitored, and controlled according to compliance policies.
- Walked members through digital tools and services contributing to a better member experience.
- Consistently monitored metrics and processes to self-identify patterns to deliver consistent and effective techniques to peers
Bank Sales and Contact Center Rep III
USAA Federal Savings Bank
07.2022 - 06.2023
- Adapted effective communication styles ensuring clear understanding of call type, member needs and solutions.
- Managed a high volume fast-paced wire, bank dispute and servicing inbound calls daily, maintaining composure under pressure while providing USAA quality service to members.
- Provided exceptional member service by proactively applying compassion and active listening to resolve bank disputes and complaints.
Assistant Manager
Tetelestai Managment Group
04.2019 - 05.2022
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Compiled financial data to comply with budget.
- Developed strategy to increase sales and drive profits.
- planned schedules and delegated assignments to meet coverage and service demands.
- developed training materials and facilitating training sessions for new associates.
Education
Bachelor of Arts - Fine Arts
Belhaven University
Psychology - Counseling Psychology
UTSA
01.2026
Skills
- Critical Thinking and Problem Solving
- Coaching and Mentoring
- Colaborating with leadership
- Complaint resolution
- Regulatory Compliance
- Problem-Solving
- Attention to Detail
- Conflict Resolution
- Mentoring
- Leading Team Meetings
Additional Information
- Deposit disputes
- Bank servicing
- Domestic wires
- Identity Verification
- MRT
Timeline
Bank Sales Contact Center Rep AIR MRT I
USAA Federal Savings Bank
02.2024 - Current
Bank Sales and Contact Center Rep AIR II
USAA Federal Savings Bank
06.2023 - 02.2024
Bank Sales and Contact Center Rep III
USAA Federal Savings Bank
07.2022 - 06.2023
Assistant Manager
Tetelestai Managment Group
04.2019 - 05.2022
Bachelor of Arts - Fine Arts
Belhaven University
Psychology - Counseling Psychology
UTSA
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