Tabitha Leyba Email & Phone Number

Brooklyn, New York, United States

• Present
• Spearhead research, classification, and archiving of confidential documents, ensuring compliance. Internal communications, compliance, and process improvement.
• Conduct internal audits on NYML, NYMC, Mail house, and Reports materials for quality assurance.
• Developed and implemented internal communication processes for audits and document control, leading to a 20% reduction in errors.
• Implemented efficient document control processes, reducing errors and discrepancies.
• Monitored and provided detailed feedback to call center staff, resulting in improved communication protocols and overall service quality.

United States

• Account and Relationship Manager for Merchant Industry to TSYS and First Data Banking platform. Managed process improvement for call center production and quality, achieving seamless client service.
• Managed communication between the call center, sales, and tech teams, leading a total of 50+ employees across four teams to achieve seamless client service.
• Trained over 200 merchants on using the VALOR terminal, streamlining communication between sales teams and clients, and improving customer satisfaction.
• Coordinated with peers, IT, and System Administrators for efficient problem-solving. Supervised subcontractors and agents – sales team that provided service to merchants.
• Led daily operations for credit card, tech support, and Call Center groups in New York and India (VALOR). Produce daily, weekly, and monthly FSA, client, and ad hoc reporting as needed; within strict timelines.
• Orchestrated service center human resource objectives, including hiring, training, and employee scheduling and payroll. Coordinated with Data Management for ongoing analysis, forecasting, and staffing preparation.

• Created and presented comprehensive communication strategies to improve call center performance, ensuring alignment with company goals and increasing customer satisfaction by 10%.
• Managed a team of 20, providing ongoing communication coaching and performance feedback to improve customer service.
• Led staff development programs focusing on communication training, mentoring 25 team members and improving customer service quality.
• Streamlined communication with vendors and partners, improving service level agreements and building stronger external relationships.
• Led staff development through mentoring and communication training, resulting in improved call center metrics and customer satisfaction.
• Promoted within 6 months to manage call center staff and fraud investigation staffFraud Investigation-Disputes, CardWorks Services July 2019 – October 2019

United States

supervision and bank security for Td banks. On call when a guard calls out. Prevents bank robbery and fraud. Excellent computer knowledge and customer service skills. Excellent hospitality and extremely professional. responsible for developing, implementing and administering all aspects of the Bank's Security Program and Safety Program by acting as a.

Westbury, New York, United States

• Performs account reviews and thorough verification of documents for fraud claims
• Perform all processing, sending correspondence, reporting, and performing account maintenance.
• Provide administrative support to leadership as well as meeting needs of fraud department.
• Contact claimants regarding missing documentation or information.
• Handle inquiries and reports regarding unauthorized activity. Quickly promoted to call center manager

United States

• Developed and coordinated inclusive recreational programs tailored to the needs of disabled young adults and children.
• Supervised and trained staff on adaptive activities and working with individuals with varying disabilities.
• Ensured safety and compliance with all regulations, conducting risk assessments and implementing protocols.
• Provided individualized support to participants, adapting activities to accommodate varying abilities.
• Maintained open communication with families, caregivers, and staff regarding participant progress and program updates.
• Documented program participation, tracked individual progress, and handled incident reporting.

Bachelor Of Applied Science - Basc, Health/Health Care Administration/Management, 3.0

Associate'S Degree, Early Childhood Education And Teaching