January 2024 - Star of the Month - Stacey Herrada

In our days of automated everything and the use of artificial intelligence, there is still something to be said for help received from a human being. In the midst of all of the technology solutions we have available, Austin Bank is proud to offer our customers the opportunity to speak to an individual when they need help or have a question. The Customer Care Center at the bank handles an average of 42,000 calls per month, and managing the staff taking care of this large task is no small feat. We are proud to introduce you to one of those managers as our January Star of the Month, Stacey Herrada.

Stacey came to work for the bank in 2020 as a telephone customer service representative where her work ethic and professional experience quickly catapulted her to a promotion. Since 2021, she has served as the Assistant Telephone CSR Manager for the Customer Care Center located in the Longview Greggton office space. As you can imagine, call center work is often stress-filled and not always rewarding when dealing with unhappy customers. Stacey daily brings with her a positive disposition along with kindness and empathy for her staff. She works to foster an environment where employees feel valued; have the tools and training needed to perform their jobs well; and have open communication with management. Making it fun to come to work, Stacey enjoys devising new ideas to foster morale and encourage productivity within the department. In addition, she also works well with those outside of the Customer Care Center, assisting personnel in other bank offices with the same knowledge, positivity, and care she does customers and her staff.

Stacey and her family – husband, Adan, and their three children – live in Longview with their dog, Miko. Outside of the office, she enjoys baking and spending quality time with her family, especially dining at El Sombrero. With a passion for knowledge and sharing it, Stacey is a graduate of Longview High School and a member of the Austin Bank mentorship program for new employees.

“Stacey goes out of her way to not only help our customers, but also to help and train the call center staff. She always has a positive attitude and a willingness to learn, especially so she can teach others. She is indeed a shining star.”
Lisa Emmons, Senior Vice President/Director of Digital Banking, Jacksonville

“Stacey is a great employee with a great attitude. She is always coming up with new ideas to make our department better, and is a team player and hard worker.”
Brett Carre, Telephone CSR Supervisor, Longview Greggton

“I am so thankful and grateful for Stacey’s daily presence in the Customer Care Center. Her compassion for the staff and consistently pleasant and nurturing demeanor allow her to connect with them in a personal way. She builds a positive culture within the department that engages employees resulting in reduced turnover rates.”
John Ory, Senior Executive Vice President/Chief Operations Officer, Longview Greggton