Laquinton Dean
Phoenix
Summary
Adept at operational risk management and leading teams, my tenure at USAA significantly enhanced audit scores and compliance adherence. Leveraging expertise in data analytics and a proactive approach, I spearheaded projects that bridged gaps and fostered innovation, while mentoring staff to foster professional growth and optimize performance.
Overview
8
8
years of professional experience
Work History
Bank Senior
USAA
09.2022 - Current
- Played a key role in achieving consistently high audit scores by adhering to strict compliance policies and procedures.
- Participated in community outreach events on behalf of the bank, enhancing brand visibility and fostering goodwill within the local area.
- Substitute for Manager in lieu of their absence
- Knowledge in Workforce Management, Salesforce, Gridspace, PAR and NICE
- Collaborated with team members to continually improve processes and enhance overall company performance.
- Served as a mentor to new employees, sharing best practices for optimal performance and professional growth.
- Maintained a thorough understanding of bank products, services, and regulations, ensuring the ability to provide knowledgeable guidance to MSR's.
- Identified potential needs through observation, questioning, and listening.
- Lead and managed projects to find gaps, areas or opportunities and provided solutions to the bank
Quality Assurance Specialist
USAA
01.2021 - 09.2022
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Implemented process improvements to increase productivity in quality assurance operations.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Bank and Service Contact Center Representative
USAA
09.2016 - 01.2021
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Assisted with help line calls
Education
High School Diploma -
Sunrise Mountain High School
Peoria, AZSkills
- Operational risk management
- Auditing Techniques
- Derivatives valuation
- Anti-Money Laundering
- Data Analytics
- Compliance Management
- Project Oversight
- Microsoft Office
- Team Leader
Timeline
Bank Senior
USAA
09.2022 - Current
Quality Assurance Specialist
USAA
01.2021 - 09.2022
Bank and Service Contact Center Representative
USAA
09.2016 - 01.2021
High School Diploma -
Sunrise Mountain High School
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