Jennifer Keathley

Questioner
DISC Type : c

Executive Director, Bank Sales & Service Contact Center at USAA

San Antonio, Texas Metropolitan Area, United States

Overview

Jennifer is the Executive Director of the Bank Sales & Service Contact Center at USAA, leveraging 28 years of prior experience from Wells Fargo. She is a leader focused on customer experience, operational excellence, and developing top talent. She holds a Lean Six Sigma Yellow Belt Certification.

Jennifer champions a culture of trust, care, and inclusiveness, believing her energy and positivity create an engaging work environment. She is passionate about servant leadership and building strong relationships with business partners to solve complex organizational challenges.

Unique fact: While at Wells Fargo, she was awarded the "Golden Spoke, Top Performer 2018, " recognizing her as the top contact center manager in the companys footprint.

Personality Overview

Systematic

Value Seeker

Cautious & Analytical

They prefer to analyze every situation thoroughly.
  It is quite likely of them to ask for pricing or other concessions. While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters.

Topics They Care About

Contact Center Excellence
Directed a 400+ person contact center, consistently ranking in the top three nationally, and spearheaded the expansion to 24/7 operations.
Employee Engagement
Focuses on creating a positive and inclusive work environment, which she directly links to achieving high employee engagement and reducing attrition.
Customer Experience
Led enterprise-wide initiatives to improve Net Promoter Score (NPS) and managed crisis communications to preserve customer trust during high-impact events.

Media Appearances

Jennifer has no verified media appearances

Work History

11-2025
Executive Director, Bank Sales & Service Contact Center at USAA
2-2024 - 11-2025
Executive Director Business Execution Senior Manager at Wells Fargo
8-2020 - 2-2024
VP Lead Business Execution Consultant at Wells Fargo
12-2019 - 8-2020
VP Business Communications Manager at Wells Fargo
4-2016 - 11-2019
VP Customer Service Contact Center Senior Manager at Wells Fargo

Education

Mass Communication/Media Studies from University of Central Florida

More Information

Social Presence :

Prographics :

Exp : 28 Location : San Antonio, Texas Metropolitan Area, United States Job Level : Senior Designation : Executive Director, Bank Sales & Service Contact Center at USAA
URL has been copied!

Insights For Selling To Jennifer

During A Call Or A Meeting

DO's

  • Back up any claims with data and numbers
  • Emphasise more on facts and measurable benefits
  • Keep some extra margin in hand as they will likely negotiate the pricing

DONT's

  • Avoid rushing them, be polite and patient
  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t overhype the product/pitch, keep it measured

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jennifer is

  • Ensuring that the product delivers ROI, cost-effective pricing and process compliance are very important for them.
  • Will you ever get a clear answer from Jennifer

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Jennifer move?

  • If they have the information that they need, they can move fast at making their decisions.
  • Can Jennifer take some risk or not?

  • They can take risk if they are convinced that they have analyzed the circumstances well.


You And Jennifer

Personality Compatibility


Other USAA Employees

Explore more public profiles from related professionals at the same organization.

More Profiles

Discover additional public profiles from our index.

Search more profiles

Looking for someone else? Search here for anyone.

Or visit Humantic AI to know more.