Ted Hernandez

Questioner
DISC Type : c

Director, Bank Contact Center at USAA

Santa Fe, New Mexico, United States

Overview

Ted is a long-tenured Director at USAA with over two decades of leadership experience in contact centers. He focuses on developing solutions that provide frontline teams with superior tools, training, and coaching to deliver exceptional member and employee experiences. He holds an MBA from Our Lady of the Lake University.

His educational background includes a Bachelor of Fine Arts from The University of Texas at San Antonio, suggesting a foundational interest in the creative arts. He is committed to continuous learning, frequently completing new certifications and courses related to professional and personal development, including psychological safety and diversity.

Unique fact: Ted combines a creative background in fine arts with extensive, long-term leadership in the financial services and contact center industry.

Personality Overview

Value Seeker

Cautious & Analytical

Not Easily Convinced

They generally do not appreciate an overfriendly approach and prefer to stay to-the-point.  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 Strategy
Has spent the majority of his 20+ year career at USAA leading various contact center teams and now develops strategy to equip representatives with better tools and learning.
Leadership Development
Authored publications like "The Heart of Coaching" and focuses on enhancing the leadership skills of his management teams.
Employee Experience
Leads initiatives to positively impact the work environment and create seamless, best-in-class experiences for employees as well as members.

Media Appearances

Ted has no verified media appearances

Work History

11-2021
Director, Bank Contact Center at USAA
5-2019 - 11-2021
Director, Business Process Consultant at USAA
4-1993 - 5-2019
Operations Director at USAA

Education

2001 - 2003
MBA from Our Lady of the Lake University
1991 - 1993
BFA from The University of Texas at San Antonio

More Information

Social Presence :

Prographics :

Exp : 33 Location : Santa Fe, New Mexico, United States Job Level : Mid-senior Designation : Director, Bank Contact Center at USAA
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Insights For Selling To Ted

During A Call Or A Meeting

DO's

  • Back up any claims with data and numbers
  • Tell them that you will come back if you don’t have a good answer for a question
  • Keep some extra margin in hand as they will likely negotiate the pricing

DONT's

  • Don’t depend too much on anecdotal evidence, it reduces their confidence
  • Don’t overhype the product/pitch, keep it measured
  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ted 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 Ted

  • 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 Ted move?

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

  • If they believe that they have analyzed the situation well, they can take a little risk.

You And Ted

Personality Compatibility


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