Tamar Gunn

Analyzed play history to implement effective retention strategies for account managers.

Evaluated purchase history to identify responsible gaming and prevent fraudulent activities.

Compiled comprehensive account summaries for legal and compliance teams addressing customer concerns.

Identified coaching opportunities for leadership based on customer support interactions.

Highlighted training gaps and process improvements for operational efficiency.

Reported trends in customer play, support issues, and purchasing behavior.

Managed a team of 25+ employees, ensuring all projects met or exceeded deadlines.

Established key performance indicators by analyzing historical queue data.

Streamlined departmental processes and procedures for enhanced efficiency.

Facilitated cross-departmental meetings across various time zones.

Oversaw hiring and onboarding of new employees to strengthen team capabilities.

Conducted weekly calibration sessions with QA to maintain quality standards.

Handled player escalations effectively to uphold service excellence.

Maintained personal objectives in alignment with overall business goals.

Managed a diverse team of over 25 employees, enhancing productivity and engagement.

Oversaw hiring and onboarding processes to integrate new employees effectively.

Facilitated training and development programs to promote skill advancement.

Addressed and resolved customer complaints to ensure satisfaction.

Developed and implemented processes and procedures to standardize operations.

Coordinated events, managing logistics and execution.

• Scheduled staff shifts to optimize coverage and meet operational needs.

• Hiring and onboarding of new employees

• Training and development

• Handled all escalations

• Small claims and judgement handling

• Bankruptcy handling

• Handled all credit bureau disputes

• Coordinated repossession and auction sales

• Familiarized myself with mortgage, mortgage insurance, principal and interest applied and regulatory

obligations prior to foreclosure

• Familiarized myself with the repossession process along with state regulation and guidelines

• Worked with attorneys, dealerships, vendors, insurance agent as well as internal and external support

in an effort to resolve all member issues

• Managed credit bureau disputes

• Managed a diverse and high-risk portfolio.

Developed call reviews and identified learning opportunities for leadership advancement.

Analyzed quality adherence trends, producing comprehensive reports for leadership review.

Maintained up-to-date knowledge on processes, procedures, and federal obligations.

Facilitated team meetings to disseminate updates and foster communication.

Managed heavy workload alongside special projects while meeting deadlines.

Collaborated daily with senior management and risk departments to mitigate issues.