Ivan Varela

Expanded responsibilities as an Advanced Client Solutions Specialist, focusing on resolving issues related to deposit accounts while maintaining high-level sales and client service conversations.

• Consistently ranked in the top 10% of performers across the line of business, exceeding sales targets and quality benchmarks.
• Maintained an exceptional quality control score of 98% (Goal for the role is 90%) since assuming the role.
• Achieved a client experience rating of 96% (Goal for the role is 80%), demonstrating a strong commitment to customer satisfaction.
• Ranked among the top revenue-generating performers, achieving maximum payouts for multiple quarters.
• Recognized as a balanced performer with the ability to adapt quickly to new products and procedures.
• Received a “Exceeds/Exceeds” rating in the most recent mid-year performance review.
• Entrusted with mentoring new hires, providing guidance on sales techniques, answering questions, and ensuring a smooth transition into their roles.

Owner and Operator of Desert Oasis Flooring

• Solely manage all aspects of the business, including sales, operations, and payroll.
• Lead a team of 10 employees with plans for future expansion.

Service-to-sales role managing inbound calls, resolving client issues related to credit cards, and transitioning conversations into relationship-deepening opportunities.

• Consistently maintained quality control of 95% or higher throughout the role.
• Achieved Tier 3 revenue performance for most quarters.
• Demonstrated the ability to handle difficult conversations with empathy, maintaining a client experience rating of 95% or higher during tenure.