LEXUS WALLACE
San Diego
Summary
Dynamic leader with 7+ years of experience driving team performance, operational efficiency, and customer satisfaction. Skilled in hiring, training, coaching, and developing high-performing teams. Expertise in process improvement, compliance, and risk management. Adept at achieving results through collaboration, KPI tracking, and strategic execution.
Overview
12
12
years of professional experience
Work History
SR Member Service Representative
Navy Federal Credit Union
10.2023 - Current
- Provides leadership and mentor ship to team members, serving as a go-to resource for complex accounts and operational guidance.
- Manages escalated member issues with professionalism, ensuring resolution aligned with compliance and service standards.
- Partners with branch leadership to drive performance goals, implement process improvements, and enhance member experience.
- Delivers expert support for specialized accounts (business, trust/estate, IRAs) and maintained certifications as a California Notary and IRA/Trust Specialist.
Financial Services Representative
SDCCU
10.2021 - 09.2023
- Trained and coached 10+ team members, improving onboarding efficiency and compliance accuracy.
- Collaborated with leadership to streamline workflows, reducing transaction errors by 15%.
- Ranked among top performers for sales and member satisfaction across multiple quarters.
- Acted as escalation lead, resolving high-value member concerns and preserving relationships.
Store Manager
STARBUCKS COFFEE COMPANY
03.2014 - 08.2020
- Directed daily operations for a high-volume store, overseeing team of 20+ employees and ensuring compliance with company standards.
- Managed P&L responsibilities , including budgeting, inventory control, and labor scheduling to maximize profitability.
- Delivered leadership coaching to shift supervisors and baristas, preparing future leaders and improving team performance.
- Led hiring, training, and development of partners, fostering a culture of accountability and engagement.
Education
Associate of Science - Water Technology
Sacramento State
Sacramento, CA06-2018
Skills
- Member Services: Business, Trust/Estate, and IRA Accounts
- California Notary BSA/AML, KYC/CIP Compliance
- Risk Management & Fraud Prevention
- Customer Experience & Escalation Resolution
- Leadership: Hiring, Training, Coaching, Scheduling
- Process Improvement & SOP Development
- Financial Acumen: Cash Handling, Reconciliation, KPI Management
- Technical: Banking Systems, CRM, Microsoft 365
Timeline
SR Member Service Representative
Navy Federal Credit Union
10.2023 - Current
Financial Services Representative
SDCCU
10.2021 - 09.2023
Store Manager
STARBUCKS COFFEE COMPANY
03.2014 - 08.2020
Associate of Science - Water Technology
Sacramento State