Vilma Rivera
Tampa,FL
Summary
Dynamic leader in product management and customer engagement within the credit card sector. Skilled in managing vendor relationships, implementing process improvements, and utilizing market research to inform product strategy. Strong focus on team management and fostering a culture of collaboration to achieve organizational objectives.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Product Owner
TCM Bank
Tampa, FL
02.2026 - Current
- Prioritized product backlog to align with stakeholder feedback and market research insights.
- Negotiate with stakeholders to reach consensus on product features and priorities.
- Communicate product updates and progress to stakeholders regularly.
- Assisted in release planning by defining feature sets, establishing launch dates, and coordinating marketing campaigns.
- Collaborate with development teams to ensure successful delivery of products.
- Participate in agile ceremonies including sprint planning, reviews, and retrospectives to ensure team alignment and continuous improvement.
- Monitor performance metrics post-release to evaluate success of new features or products.
- Developed business partnerships to foster lasting relationships with internal and external stakeholders.
Product Management, AVP
TCM Bank
Tampa, FL
01.2022 - 02.2026
- Assessed and documented products for restructuring or repositioning to enhance organizational alignment.
- Aligned products with customer needs to ensure satisfaction.
- Managed vendor partnerships to deliver marketable features and benefits that aligned with customer needs.
- Collaborated with departments on product implementation and launch, ensuring effective analysis and alignment with strategic goals.
- Analyzed market trends to inform strategic planning and product development initiatives.
- Implemented process improvements that resulted in improved operational efficiencies.
Collections Department, AVP
TCM Bank
Tampa, FL
01.2018 - 01.2022
- Surpassed budgeted recovery numbers by 20% three years in a row.
- Analyzed and planned departmental needs to increase recoveries, reduce delinquencies, and implement efficient processes.
- Managed vendor relationships to mitigate risk and minimize losses.
- Assisted in initiatives and projects to achieve organizational goals.
- Developed individual development plans to enhance employee career growth.
General Customer Service Agent and Supervisor
TCM Bank
Tampa, FL
01.2015 - 05.2018
- Supervised a team of 15 agents.
- Provided daily real-time direction to employees regarding service levels and queuing conditions. and communication to employees (Service level, Queuing conditions, attendance, etc.).
- Conducted monthly quality assurance reviews to ensure adherence to service standards.
- Trained new employees in contact center procedures to enhance team readiness.
Education
Bachelor of Arts - Communications
University of South Florida
Tampa, FL12-2021
Banking Development -
Florida School of Banking
Gainesville, FL08-2023
Skills
- Product Management
- Backlog management
- Release planning
- Agile methodology
- Market Research
- Vendor management
- Product alignment
- Process improvement
- Time optimization
- Cross-functional collaboration
- Stakeholder negotiation
- Virtual collaboration
Certification
- Product Management Methodologies; Columbia Business School Executive Education June 2023
- Certified Scrum Master; Mountain Goat Software March 2026
Timeline
Product Owner
TCM Bank
02.2026 - Current
Product Management, AVP
TCM Bank
01.2022 - 02.2026
Collections Department, AVP
TCM Bank
01.2018 - 01.2022
General Customer Service Agent and Supervisor
TCM Bank
01.2015 - 05.2018
Bachelor of Arts - Communications
University of South Florida
Banking Development -
Florida School of Banking