Tamere Guess
Pennsauken
Summary
Dynamic leader with extensive experience at TD Bank, driving fraud operations and tech support excellence. Proven track record in regulatory compliance and risk mitigation, enhancing team performance through data-driven decision making. Skilled in performance management, fostering a culture of continuous improvement and collaboration to achieve operational goals.
Overview
8
8
years of professional experience
Work History
AVP of Fraud Operations
TD Bank
08.2023 - Current
- Leads a high-performing team responsible for identifying, reporting, and responding to check and digital fraud across approximately $20 billion in monthly activity.
- Ensure operational controls comply with federal regulations and internal risk standards.
- Monitor and escalate emerging fraud trends to strategic partners to support proactive fraud mitigation efforts.
- Collaborate cross-functionally with fraud strategy teams to strengthen enterprise-level fraud controls.
- Oversee the development of agent procedures to promote clarity, efficiency, and adaptability in a dynamic fraud environment.
AVP, Manager II - Tech Support
TD Bank
04.2018 - 08.2023
- Led a team of agents supporting daily contact center operations focused on technical troubleshooting and issue resolution.
- Trained, coached, and developed staff to meet performance standards and deliver exceptional service.
- Accountable for achieving monthly KPIs, including sales, service levels, customer satisfaction, and resolution time.
- Designed and implemented strategies to enhance call center efficiency, streamline workflows, and boost team productivity.
- Collaborated with cross-functional teams to align tech support processes with broader operational goals.
Resource Officer - Tech Support
TD Bank
05.2017 - 04.2018
- Served as subject matter expert for all tech support operations, handling escalated concerns and complex inquiries.
- Mentored frontline agents and provided continued education and skill development for tenured staff.
- Acted as a key liaison between agents and management, ensuring consistent communication and operational alignment.
- Supported training initiatives and knowledge sharing to elevate overall team performance and customer satisfaction.
Education
Bachelor of Science - Finance
Southern New Hampshire University
Hooksett, NH11-2024
Skills
- Regulatory Compliance (federal standards)
- Risk Mitigation
- Leadership
- Performance Management
- Data-driven Decision Making
Timeline
AVP of Fraud Operations
TD Bank
08.2023 - Current
AVP, Manager II - Tech Support
TD Bank
04.2018 - 08.2023
Resource Officer - Tech Support
TD Bank
05.2017 - 04.2018
Bachelor of Science - Finance
Southern New Hampshire University
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