Tavare S. Hutchins
Bentonville
Summary
Dynamic, self-motivated, and ambitious operations professional with extensive experience developing and leading teams to deliver business goals. Proven track record in monitoring SLAs and achieving 100% quality adherence. Known for financial expertise, leadership, decision making, attention to details, organization, and budgeting. Strong business acumen demonstrated through results-driven teamwork, collaboration, and innovative thinking. Customer-focused with astute problem-solving skills and effective communication.
Extensive experience providing high-level service to executive, political, and celebrity clients, effectively resolving escalated issues while ensuring adherence to service level agreements. Demonstrated ability to handle a significant volume of consumer complaints, collaborating with regulatory bodies such as the CFPB and BBB to implement compliance measures. Successfully led a diverse team across multiple countries, focusing on process improvement initiatives that resulted in reduced customer complaints and enhanced training programs for vulnerable populations. Proven track record in capacity planning and performance management, consistently achieving high standards in customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Consumer Affairs Manager
Experian
Allen
01.2021 - Current
- Provide white-glove service to executive level, political, and celebrity clients, resolving escalated issues.
- Strategically resolve conflicts for consumers with escalated issues from the CFPB, BBB and Attorney General ensuring SLA adherence.
- Handle a high volume of daily CFPB requests, responding to over 15,000 complaints per week.
- Aid consumers who are victims of human trafficking with identity issues.
- Collaborate with the Attorney General, Better Business Bureau (BBB) and in-house counsel regularly.
- Directed designing a BOT to reduce manual work, decreasing human touches by 25%.
- Review and update processes, procedures, and laws monthly to ensure compliance.
- Lead 25 staff members in 3 different countries.
- Utilized information gathered from call listening and call complaints to decrease customer complaints by 20%.
- Coordinated staff meetings to discuss targeted goals, SLA, and department quality scores.
- Spearheaded a new staff training to help human trafficking consumers complaints by 35%.
- Negotiate terms with consumers and outside customers.
- Forecast future views of volume based on workforce data.
Analyst/Operations Manager
Goldman Sachs
Richardson
01.2017 - 01.2021
- Managed teams and partnered with BPO teams to exceed satisfaction survey expectations.
- Achieved 95% adherence and 80% quality review consistently.
- Managed Inbound Customer Service Fraud and Credit Teams across multiple locations.
- Facilitated launch of Richardson contact center and earned JD Power & Associates award for outstanding customer service in 2019.
- Orchestrated the development of departmental policies, monitored regulatory changes, and implemented updated procedures.
- Presented Monthly Business Reviews to leadership, providing insights into accomplishments, volumes, and opportunities.
- Provided forecasting and capacity planning, ensuring weekend capacity met customer needs and service levels.
- Reviewed credit applications and fraudulent applications, resolving compliance matters.
Adverse Action/Customer Service Manager
Ally Financial
Lewisville
01.2015 - 01.2017
- Developed and executed departmental policies, regulatory adjustments, and training programs for compliance.
- Managed team members and conducted screenings, interviews, and hiring for entry-level positions.
- Spearheaded a relationship with the North Texas Food Bank to assist those in need.
Remarketing Manager
Ally Financial
Lewisville
01.2015 - 01.2016
- Executed daily operational management responsibilities, ensuring customer satisfaction and adherence to company policy.
- Acted as a liaison between departments and external entities, improving processes and resolving issues.
- Led the team to record appointment setting rates and achieved 100% quality for six consecutive months.
Education
Bachelor of Arts (B.A.) - Human Development and Family Studies
University of Arkansas-Pine Bluff
Pine Bluff, ARSkills
- Strategic Thinking
- Capacity Planning
- Relationship Building
- Procedure Development
- Cross-Functional Team Leadership
- Process Improvement
- Conflict Resolution
- Performance Management
- Forecasting
- Time Management
- Team Building
- Crucial Conversations
- Conflict resolution
- Compliance management
- Escalation handling
Websites
Certification
- Notary Public
- Crucial Conversations Certificate of Completion
Additional Relevant Experience
- Bayview Loan Servicing, Senior Document Coordinator
- JP Morgan Chase, Arlington, TX, Senior Operations Analyst
- Barrett Daffin Law Firm, Addison, TX, Bankruptcy Case Manager
- Nuvell/Ally Bank, Bankruptcy Manager
Timeline
Consumer Affairs Manager
Experian
01.2021 - Current
Analyst/Operations Manager
Goldman Sachs
01.2017 - 01.2021
Adverse Action/Customer Service Manager
Ally Financial
01.2015 - 01.2017
Remarketing Manager
Ally Financial
01.2015 - 01.2016
Bachelor of Arts (B.A.) - Human Development and Family Studies
University of Arkansas-Pine Bluff