Posted On: August 12, 2025 by Austin Bank in: Star of the Month
"Fully engaged and motivated employees are more likely to go above and beyond to provide exceptional service, which translates into better customer outcomes,” states a recent blog post authored by Louis Carter from Best Practice Institute. A more succinct description of this month’s Star could not be found. Over and over in the notes collected regarding this employee, these were the attributes described. We are happy to introduce you to Adrian Aguirre, Assistant Telephone Customer Service Manager, in our Longview Greggton office.
Adrian has been part of the Austin Bank team since 2013, nearly all of that time being spent assisting bank customers via telephone in our Customer Care Center. Recognizing his work ethic and the knowledge he possesses, he was promoted to Assistant Manager for the department on July 1. Adrian's enthusiasm and friendly demeanor resonate with customers as he carefully attends to each individual's unique needs. This creates a memorable experience, leaving customers feeling appreciated and valued. He listens well to customer concerns, affording him the ability to see challenges as opportunities for growth and utilize the depth of his knowledge to solve problems effectively. Adrian takes ownership of a customer’s issues and works hard to find proactive solutions, genuinely seeking to resolve issues in ways that meet or exceed customer expectations.
Several of our retail office managers have taken the time to nominate Adrian for his conduct towards their customers. Marti Hart, from Gilmer, shared, “Adrian reached out to me about one of my customers who was working out of town. The customer had confirmed fraud on his debit card, but was unable to go into a local office to pick up a replacement card. Adrian worked with this customer, allowing him to get to an ATM to withdraw some cash. The customer was relieved and appreciated that he would not be stranded without access to funds.” She goes on to share, “Adrian demonstrates outstanding performance in his daily tasks. He is always, kind, respectful, and caring when he speaks to me or my staff. I can see his smile through the conversations we have on the phone.”
Adrian is the oldest of two sisters and a brother in his family. He lives in Longview and enjoys kayaking as well as spending time with friends and family. Adrian is a graduate of Longview High School.
“Adrian has been a cornerstone of excellence at our Customer Care Center for the past 12 years, consistently going above and beyond to serve our customers with empathy, professionalism, and dedication. His deep knowledge, positive attitude, and commitment to problem-solving exemplify the very values that define Austin Bank. This is a well-deserved honor for an exceptional team member.”
John Ory, Senior Executive Vice President/Chief Operations Officer, Grand Saline
“Adrian is always willing to help with whatever is needed. He is a team player and a great employee.”
Brett Carre, Operations Officer/Telephone CSR Supervisor, Longview Greggton
“Adrian wants to do a good job because he cares about his coworkers and the bank. He always looks for ways to improve the department and takes pride in his work. He is a good person with a kind, caring heart.”
Stacey Herrada, Assistant Telephone CSR Manager, Longview Greggton
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