Ted Hernandez

Experience

• 

  USAA

  Apr 1993 - now

  Ted leads a team of highly engaged leaders in a contact center environment, who are located onsite, hybrid and remote, who grow, develop and support frontline Member Service Representatives to provide Service Excellence to USAA members. As part of his business responsibilities Ted delivers additional impact through support of supplemental roles that drive compliant-driven results along with leading as a a culture champion to enable strategic value and output in the Bank contact center. In addition to his primary role of leading in a contact center environment, Ted also leads a team of leaders who are actively involved in interviewing and selecting the Bank contact center's newest Member Service Representatives to support at USAA's onsite locations including Tampa, FL, San Antonio, TX, Colorado Springs, CO, and Phoenix, AZ.Ted is an advocate for growth and development for self and those leaders and others in in his orbit. Ted has benefited in completing several ABA Certificates to broaden his banking industry knowledge and seeks opportunities to connect and learn from those who actively engage in USAA's diversity business groups. Ted has been the recipient of many who have invested in him over his many years at USAA, and as such he makes it a priority to do similar, especially through volunteering and his active participation in diversity, equity and inclusion efforts provided at USAA and in his local community. Show less Ted served as a Director, Business Process Consultant on the USAA Federal Saving Bank Omnichannel Sales and Service Strategy team. Ted and his team are focused on innovating toward a simplified yet more powerful and intuitive member service representative (MSR) tool set, designing dynamic curriculum and personalized learning modalities that create best-in-class experiences for MSR and USAA Financial Center teammates. In addition to successfully completing his bachelor's degree in Fine Arts from the University of Texas at San Antonio and an MBA from Our Lady of the Lake University, Ted has also broadened his business and leadership acumen through purposeful SAFe Agilist and Human Centered Design training along with active involvement in roles that contribute beyond his immediate role. He successfully completed the certificate coursework for the American Bankers Association in BSA and AML Compliance and the Certificate in Compliance - Foundational Show less Ted is s Director of Member Solutions at USAA's Banking & Insurance Solutions where he leads Insurance teams which are currently participating in creative and ground breaking concepts to positively impact the work environment and employee experience. In addition, Ted is responsible for enhancing leadership skills of his immediate management team along with participating in several working groups focused on frontline employee and leadership development. He is also an active member of USAA's Policital Action Committee, serving a three year board role. Ted carries active Arizona Life and P&C licenses.In his spare time Ted enjoys spending his time traveling and spending time with family and friends in South Texas and New Mexico. He also appreciates the opportunities where he volunteers in his local community through work sponsored events and even through his local church. Show less

  • Director, Bank Contact Center

    Nov 2021 - now

  • Director, Business Process Consultant

    May 2019 - Nov 2021

  • Operations Director

    Apr 1993 - May 2019