Tamra Burkett
Idaho Falls
Summary
Knowledgeable cards and payment services, with proven background in senior director roles, creating strategic initiatives and growing revenue. Successfully led cross-functional teams to implement new card products and payment systems, enhancing operational efficiency and stakeholder satisfaction. Demonstrated expertise in project management and strategic planning.
Overview
18
18
years of professional experience
Work History
Sr Director/VP of Cards and Payment Systems
Westmark Credit Union
Idaho Falls, ID
02.2024 - 05.2026
- Directed strategic initiatives to enhance operational efficiency across departments, saving the Credit Union 21K.
- Oversaw development and implementation of member service improvements.
- Analyzed market trends to inform strategic planning and drive organizational growth initiatives.
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities. Increasing revenue in card margin by 13% year over year.
- Achieved departmental goals by developing dispute policy to create efficiencies that improved member service.
- Navigated complex regulatory environments to ensure compliance with local laws, standards, and regulations relevant to cards and payment services.
- Developed detailed plans based on broad guidance and direction.
- Fostered a culture of continuous improvement, mentoring staff on best practices and performance standards.
- Negotiated high-value contracts with VISA that maximized profitability while saving the Credit Union 120K in marketing dollars.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
Card Support Manager
Westmark Credit Union
Idaho Falls, ID
01.2019 - 02.2024
- Led and implemented new product development with FISERV, creating a net revenue increase of 5%.
- Created GL for balancing procedures for complex payment systems, saving the Credit Union 15K.
- Completed research and implemented "Buy Now Pay Later" for the Credit Union, creating a new premium revenue source.
- Developed and maintained VISA and FISERV and ensured all projects were completed on time and within designated budgets.
- Monitored fraud trends, implementing rules and strategies to negate losses to the credit union up to 250K.
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Prepared employee schedules for maximum coverage during key hours.
- Created, prepared, and delivered reports to c suite departments.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
- Developed comprehensive training programs for new support staff, ensuring high levels of customer service.
Card Support Assistant Manager
Westmark Credit Union
Idaho Falls, ID
04.2012 - 01.2019
- Provided exceptional customer service, addressing member inquiries with a 98% resolution rate, exceeding the Credit Union goal.
- Assisted in managing member accounts, ensuring accuracy and confidentiality of financial information.
- Trained new staff on systems and procedures, fostering a knowledgeable support environment.
- Managed high call volume, prioritizing cases and providing prompt assistance to customers.
- Assisted in the development of training materials and resources for the support team to enhance overall performance levels.
- Mentored junior staff members on proper documentation techniques enabling more effective tracking of case progress.
- Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Service Center Assistant
Westmark Credit Union
Idaho Falls, ID
09.2008 - 04.2012
- Facilitated communication between departments to enhance service delivery.
- Maintained accurate record keeping systems, ensuring data integrity and easy accessibility for staff members.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Accepted and filed VISA Card Disputes while ensuring regulatory compliance
- Assisted with ACH processes including OFAC checks, returns and exception posting
- Accepted and reviewed IRA documentation for accuracy
Call Center Representative
Westmark Credit Union
Idaho Falls, ID
07.2008 - 09.2008
- Provided expert guidance on loan products and services, enhancing member satisfaction.
- Analyzed member feedback to identify service gaps and recommend process improvements resulting in a 85% improvement.
- Collaborated with cross-functional teams to streamline communication and improve service delivery.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Associate of Arts - General Studies, With Criminal Investigation
Pima Community College
Tucson, AZ05-2003
Skills
- Collaborative leadership
- Team building and management
- Policy development and implementation
- Verbal and written communication
- Decision-making
- Process improvement
- Contract and vendor management
- Project coordination and management
- Goal setting
- Time management
- Problem-solving and conflict resolution
Timeline
Sr Director/VP of Cards and Payment Systems
Westmark Credit Union
02.2024 - 05.2026
Card Support Manager
Westmark Credit Union
01.2019 - 02.2024
Card Support Assistant Manager
Westmark Credit Union
04.2012 - 01.2019
Service Center Assistant
Westmark Credit Union
09.2008 - 04.2012
Call Center Representative
Westmark Credit Union
07.2008 - 09.2008
Associate of Arts - General Studies, With Criminal Investigation
Pima Community College