Tamara Rivera Email & Phone Number

Houston, Texas

Effectively oversaw all promotions for the organization.Supervised offer strategy for all consumer marketing initiatives involving third-party vendors.Revitalized marketing efforts, including complete revision of website and all digital marketing.Responsible for coordination of new branch opening project including grand opening with Chamber of Commerce.Coordinate all employee events, community involvement events, press releases, and marketing campaigns.Successfully organized the organizations largest charity Golf Tournament during pandemic. Proven ability to manage multiple projects while meeting deadlines.Responsible for compliance notices in branch locations.Served as main contact for all vendors responsible for marketing.

Houston, Texas Area

Administrator for phone system for organization including IVR, call center queues and phone functionality.Coordinated/Lead for a successful phone system conversion for entire organization.Developed quality assurance standards and established targets for all staff.Built customer confidence by actively listening to concerns and giving appropriate feedback.Oversaw all daily operations of the call center.Responded promptly to general inquiries from members, staff via phone, mail, e-mail and fax.Educated members on product and service offerings.Processed loans applications.Increased loan application volume from 2% to 30%.Created, monitored and maintained reporting for call center metrics.Created incentive program for employee performance.

The Woodlands, Tx

Oversaw all daily operations of 3 supervisors and their teams of call center representatives. Offered direction and gave constructive feedback to motivate team members. Maintain professional and technical knowledge by tracking trends in call center operations management; attending educational workshops and conferences. Kept abreast of rapidly evolving technology to provide exceptional support, develop proactive issue resolutions, and share benefits of new technologies. Held each team member accountable for achieving brand and performance goals. Facilitated team meetings each month to all supervisor staff to voice concerns, provide training and offer constructive feedback to others. Built and maintained effective relationships with peers and upper management. Recruited, hired, developed and retained call center talent for the company.

The Woodlands, Tx

Managed 96 direct reports, including completion of recruiting and hiring processes. Served as a link between management and employees by handling questions, interpreting and administering action and helping resolve work-related problems. Identified staff vacancies and recruited, interviewed and selected applicants. Answered employee questions and resolved any issues. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Offered direction and gave constructive feedback to motivate team members. Built and maintained effective relationships with peers and upper management. Responsible for all personnel related issues. Performed Quality Assurance monitoring on agents and deliver coaching to improve performance. Build upon human resources by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. Monitor and analyze report results, implement changes as needed. Handle high level customer escalations, investigate customer complaints; find solutions.

Houston, Texas Area

Simultaneously managed 2 profitable traditional branch location. Counseled customers in the selection of financial products to meet banking needs. Maintained confidentiality of bank records and client information. Established new customer accounts including checking, savings, lines of credit and loans. Adhered to regulatory and company security and audit procedures. Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance. Delivered prompt, accurate and excellent customer service. Trained employees on cash drawer operation. Scheduled staffing for multiple branch locations.

Houston, Texas Area

Cross-trained in several departments Managed quality communication, customer support and product representation for each client. Capitalized on opportunities to enhance customer experiences and bring in repeat business. Prevented store losses by leveraging awareness, attention to detail and integrity to identify and investigate concerns. Cross-trained on teller, head vault teller, personal banker, cash balancing, auditing, ATM/Mastercard department and many other roles in order to provide skilled back-up for customer-facing teams. Answered customers' questions and addressed problems and complaints in person and via phone. Trained new employees and acquired banking sites on company customer service policies and service level standards. Expressed appreciation for patronage, inviting and encouraging customer return visits. Opened and closed banking locations, which included counting cash drawers and balancing the vault.