Dynamic Details- and Results-Focused Leader Specializing in Customer-Facing Business, Finance & Cutting-Edge Technology

Consumer Finance Operations ￨ Anti-Money Laundering ￨ Fraud Detection Programs

Bank Secrecy Act ￨ Technology / Business Operations ￨ Customer Relationship Management

Team Building / Training ￨ Large-Scale Customer Portfolio Management ￨ Account Management

Trends Tracking ￨ Risk Mitigation ￨ Strategic Analysis ￨ Process Optimization ￨ Project Management

Highly Accomplished Leader who makes sound decisions to continually reflect positively on multi-site financial, technical, and business initiatives and seamlessly align with an employer s vision, value, and goals. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results while maintaining knowledge of up-to-date bank products, pricing, sales techniques, and marketing strategies, as well as local and global economic trends awareness. Out-of-the-Box Thinker who rises above business challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving operational scenarios. Excellent Communicator who develops synergistic relationships with C-level executives, business / financial teams, stakeholders, and clients / customers of diverse cultural, ethnic, and socioeconomic backgrounds, and who leads multidisciplinary peers by example and with ethics and integrity.

Rackspace Hosting

(2011 Present)

Manager Fanatical Support, Strategic ￨ Strategic Account Manager V (2017 Present)

Capitalize on the opportunity to lead a forward-thinking account team of Support Engineers with sub-management of Implementation PM and Dedicated Systems Administrator. Project-managed account maintenance plans between ESEs and DSA within a rapidly growing customer base. Recruit, interview, train, mentor, and manage a top-performing team of associates, including conducting weekly, monthly, and quarterly staff 1:1 and coaching as necessary.

Key Accomplishments

  Objectively compile and conduct employee evaluations to continually boost team synergy.

  Serve as key account advocate between team and customers to maximize beneficial relations.

  Successfully represent account team throughout Rackspace during customer and / or top projects.

Strategic, Account Manager V (2015 2017)

Utilized broad scope of industry knowledge toward building lucrative client relationships via continuous delivery of Fanatical Support to the 3^rd largest Rackspace customer with $2.6 million MRR, and additionally worked with customers from $240,000 MRR to $2.6 million MRR. Optimized strength of customer relationships as a direct interface between customers and Rackspace support infrastructure, and developed a solid rapport with stakeholders to identify and capitalize on sales, networking, and public relations opportunities. Collaborated with Business Development Consultant, Enterprise Support Engineers, and Support Rackers to exceed customers goals, as well as ensure Sales and Support were working together to safeguard Rackspace and that customers were protected during complex client negotiations.

Key Accomplishments

  Expertly calculated and maintained a log of customer aggregate spend discounts.

  Profitably supported complex financial negotiations to promote customer satisfaction.

  Successfully mentored highly qualified Strategic and Enterprise-Level Account Managers.

  Personally built results-centric relationships with customer technical teams through to C-levels.

  Collaborated with Legal and Incident Management to create individual Incident Reports for U.S. use.

Enterprise, Senior Account Manager (2011 2015)

Strategically steered Fanatical Support to 25+ Enterprise-based clients with $1+ million in dedicated monthly revenue, including owning customer relationships as a direct interface between customer and Rackspace support infrastructure to ensure customers technical, system administration, and specialist support needs were met. Built a strong rapport with stakeholders, including identifying sales, networking, and public relations opportunities; scheduling, planning, and executing on- and off-site customer visits; and assisting with complex financial negotiations and contract reviews. Collaborated with Business Development Consultant, Enterprise Support Engineers, Support Rackers, and additional departments within Rackspace meet and / or exceed the customers objectives.

Key Accomplishments

  Won Rackspace Fanatical Jacket in October 2013 the company s highest award for service.

  Mentored Strategic and Enterprise-Level Account Managers and provided training for new Rackers.

  Actively upheld 95% NPS survey response rate with 80% NPS Satisfaction rate for 2 consecutive years.

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BBVA Compass Bank

(1995 2011)

Senior Preferred Relationship Manager ￨ Assistant Vice President (2007 2011)

Maximized bottom-line branch performance by aggressively marketing, selling, and servicing portfolio clients, including managing high-valued and high-potential clients, as well as achieving sales goals established by management through direct sales and referrals of all deposit, loan, and investment products. Expertly profiled affluent clients and prospects by conducting financial needs assessments to identify opportunities to sell loan, deposit, and investment products.

Key Accomplishments

  Recognized for excellence with Investment Sales Producer Award in 2007, 2008, 2009, and 2010.

  Mentored Financial Sales Advisors to coach teams to become exceptional consumer sales specialists.

  Met and / or exceeded sales goal of $4 million in new loans, $4 million in new deposits, and $1 million in written and referred investment sales annually; responsible for managing weekly and monthly forecasts.

Banking Center Manager ￨ Assistant Vice President Lakeway, Lakeway, XXXXXX (Special Project) (2007)

Actively participated in a special project assigned by Banking Center Manager. Audited records from vault to signature cards.

Key Accomplishments

  Developed records corrections to adhere to state, local, and federal guidelines.

  Created and implemented action improvement plans for staff while maintaining loyalty.

Retail Training Specialist, Austin, XXXXXX (2006 2007)

Led targeted retail-specific investigations while developing and implementing crime mitigation strategies to achieve business-focused goals, as well as conducting investigations related to key crimes tied to technology and Organized Crime.

Key Accomplishments

  Participated in a rigorous Global Police Exchange Program.

  Collaborated with state / local government to implement new technology platforms.

Banking Center Manager ￨ Assistant Vice President Parmer, Austin, XXXXXX (2004 2006)

Delivered excellence in staff recruitment, training / development, and leadership to guarantee consistent sales growth and customer satisfaction. Ensured team was staffed with top resources, talent, and skillsets. Improved branch performance, profit / loss, and service scores while rapidly diagnosing branch-wide issues and mitigating actions to branch action plans.

Key Accomplishments

  Honored with 1^st, 2^nd, and 3^rd Quarter Gold Club status for 2005.

  Established revenue-generating goals and strategies to grow business.

Senior Lending Specialist ￨ Home Equity Sales Officer, Central XXXXXX Locations (2003 2004)

Contributed skill in profitably selling and processing fixed rate home equity loans, home equity lines of credit, home improvement loans, purchase money seconds, and residential loans across multiple locations. Cross-sold bank products to increase sales and revenue for banking centers while assisting with client retention in collaboration with center and retail executives. Developed comprehensive home equity product training for multi-site branch personnel.

Key Accomplishments

  Honored as Gold Club Winner 2^nd, 3^rd, and 4^th Quarter of 2003.

  Personally achieved the highest bank-wide cross-sell ratio for Equity Lenders.

  Received 2003 s 2^nd Quarter Gold Club honors in annual production companywide.

  Created and conducted Home Equity Product Sales Training within diverse XXXXXX locations.

  Exceeded goals, including 80% booking ratio to 53% average with $20+ million annual loan volume.

Private Banking Officer Wealth Management, River Oaks-Houston, XXXXXX (2000 2003)

Managed a portfolio of 1,600 client accounts within a BBVA Compass Wealth Management segment, including managing client portfolios from opening new consumer and business banking products and investments. Led training of multi-level new and existing employees. Attended retail training classes regarding new products, policy, and / or guideline changes.

Key Accomplishments

  Met and / or exceeded sales and service goals with $6+ million in annual loan and deposit growth.

Additional Professional Roles:

Wealth Management Banking Center Manager (1999 2000)

Private Client Services Customer Service Manager ￨ Teller Operations Coordinator ￨ Vault Services (1995 1999)

Rackspace Hosting ITIL Certified (2016) ￨ BBVA Compass Management Certification (1999)

Series 7 (Previously Licensed) ￨ Series 63 (Previously Licensed) ￨ General Lines Accident & Health (Previously Licensed)