Resume Tatiana Cutchember in USA Tucson

Quality Specialist – Citi | Tucson, AZ (Remote) | November 2024–Present • Leverage Salesforce, Pega, and multi-system platforms to monitor and mitigate operational risks, ensuring compliance with internal controls and regulatory standards • Produce detailed risk and compliance reports and conduct data analysis to identify patterns and strengthen business control processes • Partner with cross-functional stakeholders to resolve systemic issues, enhancing process efficiency while maintaining strict compliance • Assess workload distribution, identify anomalies in upload processes, and implement solutions that reduce heavy workloads to normal levels, improving team efficiency • Facilitate regular meetings with tenured team members to capture insights and drive collaborative problem- solving for ongoing operational challenges • Deliver working solutions for rework processes, minimizing errors and accelerating turnaround times • Achieved 2,000+ completed work items by mid-year review, demonstrating exceptional productivity and accuracy • Pitch and advocate for process improvements including recorded live Zoom trainings, enabling employees to revisit presentations to improve clarity, proficiency, and knowledge retention • Provide digital support alternatives when desktop applications fail, ensuring continuity of operations and minimal business disruption • Report latency issues and offer proactive feedback on root causes and fixes, supporting smoother digital operations • Recognized for strategic thinking, adaptability, and executive presence in presenting solutions to leadership and influencing team adoption of process improvements Digital Support Specialist – Citi | Tucson, AZ (Remote) | September 2023–November 2024 • Provided digital support across enterprise platforms, troubleshooting authentication, access, and technical issues in real-time • Created visual resources and instructional aids for Citi Entertainment to address team pain points, reducing Average Handle Time (AHT) and improving departmental efficiency • Pitched and co-developed a shadow program pairing high-performing agents with those struggling to meet AHT requirements; program improved team performance scores and was adopted into ongoing training curriculum • Invited back by management post-program to mentor agents, helping team members avoid Performance Improvement Plans (PIPs) by reducing AHT through targeted coaching and support • Collaborated with product teams to capture user feedback and influence digital user experience improvements • Navigated multi-system platforms daily to process workflows, resolve cases, and track client interactions • Applied analytical problem-solving skills to identify patterns in customer interactions, evaluate risk, and share actionable insights with stakeholders • Demonstrated adaptability by embracing new responsibilities and thriving in a fast-paced, high-growth environment • Delivered work with executive presence, influencing leadership through clear communication, conflict resolution, and proactive solutions Customer Service Specialist – Afni | Tucson, AZ | 2022–2023 • Handled inbound calls, troubleshot customer issues, and provided accurate solutions in a fast-paced environment • Maintained high quality and compliance scores, consistently meeting or exceeding performance metrics for call handling, accuracy, and customer satisfaction • Collaborated with team leads to identify process improvements and streamline workflows, contributing to improved efficiency and reduced call escalations • Applied conflict resolution skills to de-escalate challenging interactions and maintain positive customer experiences • Recognized for adaptability and ability to thrive in high-volume, high-growth contact center environment Owner / Manager – Atelier 801 Natural Hair | Timonium, MD / Tucson, AZ | 2012–2022 • Led business operations including financial management, vendor negotiations, inventory control, and service delivery • Built and maintained strong vendor and supplier relationships while introducing new products, services, and market innovations to remain competitive • Drove business growth and revenue increases year-over-year through loyalty programs, customer retention strategies, and digital marketing initiatives • Managed staff recruitment, training, scheduling, and performance management, fostering professional growth and accountability • Developed and implemented service standards, training programs, and performance metrics to ensure consistent quality • Maintained online presence and digital marketing efforts to strengthen brand visibility and client acquisition • Balanced creativity with business management, demonstrating entrepreneurial leadership, strategic planning, and long-term sustainability Hairstylist / Salon Manager – Na'klectic Natural Hair Salon and Spa | Baltimore, MD | 2007–2012 • Managed regional operations while owner oversaw LA region, ensuring consistent brand standards and quality across both markets • Directed staff recruitment, training, scheduling, and performance reviews, driving high team performance and retention • Coordinated vendor relationships, product sourcing, inventory management, and cost controls to support client demand and profitability • Led marketing campaigns, promotions, and client engagement strategies that increased regional visibility and customer retention • Balanced dual responsibilities as stylist and manager, modeling excellence in customer service, leadership, and operational oversight Freelance Graphic Designer | Self-Employed | 2008–2012 • Designed logos, branding packages, and promotional materials for clients, aligning creative vision with business objectives • Delivered visual assets and content ensuring brand consistency across print and digital platforms • Managed client relationships, project timelines, and deliverables while balancing multiple concurrent projects • Applied design principles and software proficiency to create professional, polished deliverables

The Art Institute of Washington

Salesforce | Pega | Microsoft 365 | Google Workspace | Multi-System Navigation
Client & Executive Stakeholder Management | Business Process Improvement | Workflow Optimization
Cross-Functional Team Leadership | Product & Project Lifecycle Management | Data Reporting & Analysis
Creative Direction & Visual Design | Financial Management & Budgeting

English

CORE COMPETENCIES Business Development | Relationship Building Sales Strategy | Team Leadership Operations Management | Risk Monitoring Client Engagement | Cross-Functional Collaboration Skilled in counseling, problem-solving, and conflict management for a smooth workflow