Steven Cruz Email & Phone Number

•Manager on duty•Facilitator and point of contact for leadership development program •Review and submit updates to knowledge management team•Practice behavior based coaching methodology •Coach direct reports to use consultative sales approach •Provide mentorship to future leaders •Build strong relationships with cross functional departments •Proactively identify process gaps and provide solution-based recommendations

•Develop call center agents•Ensure team engagement in remote environment•Utilize GROW coaching model•Focus on consultative sales approach •Collaborate with peers •Empower leaders•Talent acquisition •Resolve complaints

•Supervisor on duty•Empower our call center agents•One on one coaching •Error reduction•Handle escalated situations •Correct agent returns•Lead weekly team and sales huddles•Interview potential employees•Audit end of day balancing •Act as liaison between various departments

•Act as on duty supervisor after hours•Handle escalated calls and irate members•Complete monthly sales tracking•Set appointments for our investment group•Establish personal and commercial deposit accounts•Continual follow ups to maintain member loyalty•Promote our mobile and online applications•Complete auto and personal loans•Assist with new hire sales training •Encourage and motivate co-workers with monthly competition •Manage and update sales blog•New hire mentor

•Establish checking, business and trust accounts•Continual follow ups to maintain strong member relationships•Educate our members on our mobile application, online system and bill pay functions to expose them to the full range of our financial products•Complete loan applications and provide feedback that best fit our member's needs•Assist with sales training•Encourage and motivate co-workers •Senior assistance for new hires

•Offer and inform our members of our financial products and services that will best fit their individual needs•Work with a team to meet goals and assist with new hire training •Establish vehicle, personal loans and credit cards for our members•Process monetary transactions•Self motivated career advancement•Involvement in local charities and non-profit organizations•Troubleshoot online bill pay and mobile applications

•Establish vehicle and personal loans, credit cards, individual retirement accounts, share accounts and certificates of deposits to our members •Continual training in credit union business practices and financial regulations•Working with a team to meet goals •Active engagement with local charities and non-profit organizations