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Member Service Supervisor at University Federal Credit Union


Over 10 years in management.  Successfully developed and promoted over 20 employees.  Career Development Mentor, Diversity Leader, and Business Resource Group Organizer



Prioritizing and executing initiatives around sales, controls, diversity and employee experience at multiple mid-size Chase retail branches.

Demonstrating Leadership
Driving results through taking initiative and acting as a role model in such areas as fostering diversity and open communication; demonstrating strategic, people, personal, and partnership leadership behaviors
Coaching/Mentoring Others
Constructively and appropriately delivering feedback to others in the context of their performance management and career development and helping them see how they can improve; respecting and encouraging individual differences and work styles while supporting diversity
Providing Customer Service

Anticipate the needs of customers/clients and working to consistently meet those needs; providing and ensuring client satisfaction on an ongoing basis by phone and in person.


Breaking down quantitative and qualitative customer information and viewing it from various perspectives, in order to determine how to proceed with a situation.

Work History

June 2016April 2018

Member Service Supervisor

University Federal Credit Union

Responsible for leading a team of 26 Member Service Representatives both remotely and in a contact center environment through the implementation of policies and procedures, execution of department and Credit Union initiatives, and overall operational reliability.

Sept 2007June 2016

Branch Manager

JPMorgan Chase Bank & Co

Manage sales and service levels at different retail branches throughout Austin and Round Rock. Develop, Coach, and Advanced 10+ employees to various areas of Retail Banking. Successfully grew P&L through outbound calling efforts, partner relations and consecutive quarterly Gold and Silver customer experience levels. Build long term consumer and business relationships to ensure branch growth.

Dec 2005Aug 2007

Assistant Branch Manager

JPMorgan Chase Bank & Co

Assistant Branch Manager. Manage large commercial volume branches. Responsible for effective staff salary administration and rewards. Ensure compliance with audit and operational regulations and guidelines. Creates, trains and coaches a successful service and referral team 


Oct 2017

Orange/Yellow Belt

Six Sigma-Lean for Excellence

Lead department specific improvement projects as well as assist on complex projects to improve processes that impact the entire organization.  Understand how to implement, interpret, and apply Six Sigma in a project environment.  

Sep 2014Dec 2014

Difficult Interactions and Career Development

Harvard Manager Mentor

Shows how to discuss and resolve difficult interactions in the workplace—whether they’re with employees, peers, bosses, or even customers and suppliers. Includes tools and techniques to help you: decide which situations are worth resolving, find the source of the difficulty, productively discuss the emotions that difficult interactions can raise, and overcome barriers to action.  Also, develop a straightforward approach to managing your career or helping others manage theirs.


Oct 2016April 2018

Recognition and Special Committee Events Sponsor

UFCU Contact Center 

Sponsor a committee of 5-7 individuals representing each team in the Call Center. Help meet company initiatives to increase employee engagement and satisfaction in the workplace by coordinating events that allow employees to recognize one another as well as celebrate successes on a ongoing basis. Write summaries for senior management sharing activities and overall impact to the business. 

July 2012June 2016

Women's Interactive Network -Business Resource Group

JPMorgan Chase & Co.

Women's Committee Global Co-Chair, Jan 2015-June 2016

Southwest Region Co-Chair, Jan 2014-Jan 2015

Austin Region Organizer and Co-Chair, July 2012-Jan 2014

Help company meet diversity objectives by bringing awareness to issues facing women in the workplace. Create, Market, and Budget events in key geographical areas, establish new WIN resource groups globally, and develop topics of discussion for over 25,000 members