David Herrera

Director of Contact Center @Southland Credit Union

Responsible for leading call center operations for a billion + asset size credit union. • Developed a high performing sales and service team to consistently exceed goals. • Recruited, trained, coached sales, customer service, and best practices in order to maximize sales opportunities. • Responsible for budgeting call center related expenses. • Helped implement new phone system, IVR, digital banking conversion, sales process flow, and new customer service standards and techniques. • Received award for the top performing sales team and top performing manager within the organization multiple times. • Recognized as the 2017 Associate of the year.