Mary Orlando, assistant vice president of banking and insurance solutions, USAA
Orlando led USAA through a complex culture change to improve the member experience for loans. As an expert in process improvement and design, her team shortened the cycle time for third party calls and improved its ability to resolve member problems.
Advice: “Be true to yourself. Embrace and celebrate your unique qualities. You’ll be happier and more effective for it.”
Surprising fact: “While I started my career as a CPA, people say I don’t ‘look like an accountant.’ I assure them that accountants, like many other roles, cannot be stereotyped and that my background provided me a strong foundation for my career.”
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