Tamera Tolbert Email & Phone Number

• Spearheaded the content strategy for the Grace Hopper Celebration, turning visionary ideas into impactful narratives that aligned with our organizational goals, enhancing global engagement. • Revolutionized our content management system, setting a new standard for efficiency and accessibility, significantly elevating the event's quality and attendee satisfaction. • Achieved a milestone in participant engagement, redesigning the call for participation process to attract a record number of high-quality submissions.

• Enhanced the call for participation process, leading to record number of high-quality submissions.• Managed comprehensive event content, from keynote to breakout sessions, aimed at maintaining rigorous attention to detail for seamless delivery of ~300 sessions each conference.• Recruited, mentored, and led high-achieving team with exceptional collaborative abilities, responsible for successful execution of events in partnership with key corporate and organizational stakeholders.

• Pioneered a centralized data collection and analysis process, crafting a narrative of progress and pinpointing areas for growth, which became the cornerstone of our strategic decisions. • Instituted key performance indicators (KPIs) that served as our compass for success, driving improvements across departments and elevating organizational efficiency.

Promoted to lead cross-functional collaboration across departments and solve program efficiency and effectiveness. Conceptualized innovative components for future programs to meet evolving needs and trends.• Developed and implemented new programming strategies and unique feature shows to enhance audience engagement and diversify content offerings.• Adapted program mechanics dynamically to accommodate changing conditions and ensure relevance.• Ensured adherence to strict production timelines and quality standards, delivering exceptional content to audiences.• Engaged with customers to gather feedback, enhance service delivery, and foster positive relationships.

Produced high-quality programs exceeding customer expectations by implementing system life cycle methodology, creating and using data to inform key decision-making and strategic planning, ensuring alignment with organizational goals. Fostered networks and partnerships with industry experts and technology leaders to curate engaging speakers, increasing session attendance at conference. • Led implementation of internal project submission system, facilitating over 120 requests.• Employed design thinking and thought leadership to diversity strategies for content creation and process improvement.• Monitored communication and managed high-profile talent and speakers for conferences attracting over 26K attendees.• Completed risk assessment and feasibility of plans to ensure project viability.• Defined and led quality sessions with project stakeholders to evaluate progress and make adjustments.

• Produced engaging web and online content for over 500 GHC volunteers, 900+ speakers, and 20,000+ attendees, resulting in a significant decrease in customer service inquiries.• Managed over 900 speakers and 500 volunteers effectively, ensuring the successful execution of a conference attended by over 20,000 individuals.• Developed and implemented a new session type, achieving an attendance rate exceeding 100%.• Enhanced program success by proactively adjusting operations to meet evolving needs and challenges.

Dallas/Fort Worth Area

Designed and developed applications to enhance customer experience and increase efficiencies in agent workflow. Managed inbound and outbound calls and emails from taxpayers.• Managed team of 5-7 agents and conducted training sessions for over 30 agents and 200 tax professionals to ensure proficiency in processes and procedures.• Established and nurtured relationships with tax preparers, effectively handling escalations, issue resolutions, account reconciliations, and payment submissions.• Oversaw performance of more than 500 tax professionals by monitoring communication with clients.• Adhered to contractual obligations and compliance with process requirements while maintaining relations with tax preparers.

• Managed 5-7 agents, processing payments for 200+ tax professionals.• Designed and built application enhancing customer experience and increasing agent workflow efficiencies. • Built and maintained relationships with tax preparers, handling escalations, resolving issues, reconciling accounts, and submitting payments. • Provided training for 30+ agents, ensuring proficiency in internal processes and procedures. • Resolved escalated account issues for tax payers.

• Managed performance of 500+ tax professionals through monitoring communication with clients, contractual obligations, and process requirements, as well as established and maintained relationships with tax preparers. • Handled inbound and outbound calls and emails for tax payers, providing comprehensive customer care, including answering questions, working through technical problems, and resolving account issues. • Appointed team lead to actively reach out and resolve escalated customer situations.