Tamara Roberts Email & Phone Number

Promoted to Process Manager for Trade Credit Well Managed Team after successful completion of intensive and competitive six-month fellowship program transitioning from customer facing to process management. Trade Credit manages Capital One's business to business lending products and partners with large, enterprise merchants to manage in-house lending programs available to small businesses, contractors, and municipalities. ● Document L2 and L3 processes with Senior Process Manager; created overview deck and distributed to management for essential updates to Acquire and Serve Merchant L2.● Conduct risk assessments and manage risk and controls in FUSE, the system of record in preparation for audits.● Currently completing BPM (Business Process Management) Certification, equivalent to Lean Six Sigma Yellow Belt.

Remote

Selected for a six month fellowship program transitioning from customer facing to process management.

Tampa, Florida, United States

Mitigated regulatory and corporate complaints with customers who are victims of fraud and disputes; identified and tracked fraud and dispute trends. Implemented process improvements. ● Handled inbound Tier 2 escalated concerns for intake groups and customers; recognized for having no business intent or regulatory errors.● Empowered to reverse initial decision of Tier 1 investigation and accept losses on behalf of Capital One, increasing customer satisfaction.

Tampa, Florida, United States

Researched cardholder account transactions; took appropriate corrective action through customer interaction to verify legitimate transactions and charges. Reviewed and analyzed risky or disputed transactions; properly tracked and documented claim information and resolved discrepancies. ● Selected to train team on updated Routing Cases process and to conduct new hire side-by-sides, sharing knowledge and best practices. ● Coached team members on controlling and de-escalating calls; acknowledged by manager and chosen to take on additional responsibilities.● Received 25+ customer compliment calls in 2020.● Demonstrated expertise by hosting department leaders and agents in side-by-sides to listen to calls. ● Awarded top 10% ROAR Q2 and Q3 2020; consistently met and exceeded metric goals in NPS, QA, Schedule Adherence, and After Call Wrap. ● Voted Change Champion in HVSD; appointed as Team Liaison to FDO Improvement Zone (FIZ).

Tampa, Florida, United States

Interfaced with 40+ reward cardholders on daily basis; focused on APR inquiries, statement issues, balance transfers, and payment issues. Promoted upgrades and initiated product changes, depending on customer needs.

Fort Myers, Florida Area

Worked as an integral part of collaborative instructional development team to assess, design, develop, and evaluate training materials and delivery. ● Analyzed content, target audience, job tasks, and learner environment to identify appropriate instructional strategies and define learning objectives. ● Developed interactive materials that included sound instructional design methodology incorporating presentations, instructor and participant guides, classroom activities, practice exercises, and handouts.

Fort Myers, Florida Area

Ensured the continuation of learning in the absence of the teacher.

Cape Coral, Florida

Ensured the smooth and efficient daily operations of the company by overseeing employee daily duties, managing inventory, correctly ordered supplies, the maintenance and replacement of operational equipment, and maintained store displays and ensured phones and tablets on the floor were operational. ● Executed different knowledge continuity efforts via coaching and mentoring of colleagues. ● Managed cash flow activity, inventory tracking and audit compliance to achieve company metrics. ● Exceeded customer satisfaction goals annually by 15% or more.

Cape Coral, Florida

Nurtured and grew an existing client base by building rapport and keeping in constant communication. Ensured customer satisfaction by resolving technical and administrative issues concerning wireless accounts and products. ● Met and exceeded monthly incentive quotas, net sales goals, and all revenue targets. ● Developed and maintained strong client relationships with key customers across multiple settings. ● Delivered client-focused customer service techniques and strategies to sales associates.

Cape Coral, Florida

Conducted leadership, motivation, and professional development of sales staff. Met and exceeded monthly revenue goals by driving the profitability of the retail store. Activated new business and personal wireless accounts by discovering individual client’s needs. ● Achieved Top 5 store ranking in activations and new product launch sales. ● Successfully opened a new kiosk store location.

Tampa, Florida

Led training and development efforts across business units to facilitate training, schedule training sessions, maintain a participant database, update the corporate calendar with classes, perform surveys and communicate training needs to the Training Department, maintain education/training files, prerequisites and pre/post training assignments. Managed all New Hire Customer Service Representatives during 16-week training period including performance management, attendance/time keeping, and disciplinary process. Certified all New Hire Customer Service Trainers in the South Region. Measured effectiveness of New Hire Customer Service Training through participant feedback, nesting, and assessments. Designed, developed, and implemented instructional curriculum for customer service representatives. ● Developed Negotiation Skills Training which saved $1 million per month in bill credits. ● Ranked in Top 10% for Trainers located in the South Region.

Tampa, Florida, United States

Handled inbound customer calls regarding all aspects of Wireless business (billing, customer resolution, save attempts, personal account information updates). Activated new business and personal wireless accounts by discovering individual client’s needs.

Bachelor Of Business Administration (Bba), Business Administration And Management

Business Administration And Management, General

Associate Of Arts (Aa), Education

Certified Nursing Assistant, Nursing Assistant/Aide And Patient Care Assistant/Aide