Ed Garza Email & Phone Number

San Antonio, Texas Metropolitan Area

San Antonio, Texas, United States

Accountable for planning, directing, and coordinating operational activities to support the chief human resource officer.

San Antonio, Texas, United States

• Led development and management of multi-year enterprise program to meet federal regulatory commitments.
• Developed and delivered enterprise program, driving transformation strategy to standardize treatment and management of complaints to meet regulatory commitments.
• Leveraged program structure and discipline to manage delivery of critical milestones across 10 enterprise workstreams, aligning policy, standards, technical functionality, training, and readiness to operationalize.
• Improved decision making and work prioritization for enterprise stakeholders by delivering governance framework that defined roles and responsibilities, and increased visibility of program status.

San Antonio, Texas, United States

• Developed and led enterprise program to reduce top risks identified throughout organization.
• Established and managed program plan, reducing 75% of risks for 10 top focus areas identified by second line of defense.- Developed supporting routines to ensure progress and issues were managed and briefed at a weekly.
• Led program plan for over 15 workstreams aligned to reduce risk in sales practices and incentive compensation to support enterprise commitments made to federal regulators.

San Antonio, Texas Area

• Developed and implemented strategy for enterprise email and chat correspondence with members.
• Drove $1.3M in yearly savings through process and technology improvements that reduced rework.
• Maximized operational efficiency to drive historically high results in service level objective of 95% 24-hour response rate

San Antonio, Texas Metropolitan Area

• Accountable for operational performance of over 150 employees supporting member email and chat correspondence.
• Achieved 95% response rate within 24 hours for member messages by utilization of call center idle time to manage message backlog.
• Created 12 full time equivalent lift through cross skilling and expansion of third-party resourcing.

San Antonio, Texas Metropolitan Area

• Managed and oversaw operations of a 75+ employee organization to meet service level objectives.
• Created five full time equivalent capacity lift, enabling consistent member experience through process simplification and efficiencies.
• Formalized change management, training, and contact center support infrastructure to control operational readiness during seasonal volume spikes.

San Antonio, Texas Metropolitan Area

• Accountable for contact center and sales performance of first and second mortgage originations teams of over 100 employees.
• Managed multi-site operations (Phoenix and San Antonio), ensuring consistency with business process management cadences.
• Led first home equity product and process team. Coordinated efforts of stakeholders from end-to-end process to achieve common goals. Responsible for prioritization and execution of over 150 initiatives across process.

Bachelor'S Degree, Agribusiness/Agricultural Business Operations, Undergraduate

Activities and Societies: Corps of Cadets

Master'S Degree, Business Administration, Management And Operations