Anita Torres-Cobb Email and Phone Number

Support in delivering Amazon Business world class global Voice of the Customer program. Involvement and support with the VOC closed loop framework by identifying business customer needs, analyzing and researching from 70 million annual items of feedback and generating actionable insights that benefit customers in the Amazon B2B marketplace. Advocate for customers across our Product, UX, Engineering, Marketing, Support, Legal, Operations, & Executive Leadership teams.

Evaluating and forming recommendations for process improvements related to customerExperience• Digital Service management ensuring customer feedback monitored, resolved and utilized to enhance current and/or upcoming products/processes • Revamped QA process to focus more toward customer excellence • Creation of training curriculum to develop soft skills amongst department • Serving as the company advocate for the customer, influencing executive leadership on recommendations to enhance those experiences whether via systems, product or service • Work directly with team managers to ensure team members have customer centricmessage delivery • Partnering with Risk team on equitable solutions to credit declines for those to whichthey apply • Work cross-functionally with various departments to ensure customer consideration in allwe do

Start –up/launch of new call center- centralization of Customer Service for single family home residents • Ongoing Customer Service--day to day operations and strategic planning • Vendor/Third Party Management of Relationships • Manager of Managers and Supervisors in an inbound/outbound & transaction services environment • Development/Quality assurance of leadership team and staff • Employee relation, People management and Employee engagement management • Resident retention and Resident Experience enhancement development/implementation • Compliance and Risk management as it relates to Fair Housing regulations • CSAT process development and implementation • Cross-functional Liaison with Branch locations and Corporate Offices Related toCustomer Service

Migration/Start Up of call center/product support & transaction services- specializing Customer Service (including establishing and developing Inside Sales department • Responsible for Site staffing needs based on relevant work group • Ongoing Customer Service and Sales day to day operations and strategic planning • Product management/planning • Marketing Liaison (Back to Front Office • Vendor/Third Party Management of Relationships • Manager of Managers and Supervisors in an inbound/outbound and transaction servicesenvironment • Development/Quality assurance of Site Leadership Team and staff • Employee relation and Employee engagement management • Compliance and Risk management as it relates to FDA regulations • CSAT process development and implementation

System conversions/integrations experience. Start- up/launches of newbusinesses/portfolios • Lead on several projects management initiatives to support expansion and start- up ofbi-lingual customer service and collection operations in Puerto Rico and Mexico. After successful launches, was chosen to oversee daily operations and serve as primary liaison managing third party vendor relationships as a result, responsible for offshore results and management.• Managing different levels of Customer Service personnel to successfully achieve business operational metrics focused on call quality and customer retention. • Manager of Managers and Supervisors in an inbound/outbound environment • Training background (updating, delivering and implementing) • Third party vendor management responsibility and oversight of SLA and SOW • Quality program development for CSAT, improvement increased ratings by 10% on average • Managing different levels of Collections personnel to successfully achieve business operational metrics including; Net Credit Loss, Fair Lending quality checks, consumer support & regulatory adherence. • Performing risk assessment to development and implement effective controls to validate adherence to corporate policies, procedures. • Development and execution of self-assessment risk testing to validate effectiveness of operational controls validating adherence to US federal banking regulations.