Tamika Rivera

Experience

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  Bell Atlantic Nynex Mobile

  Jun 1999 - Sept 2000

  Customer Financial Service Specialist

  As a Financial Service Call Center Specialist I collected thousands of dollars in unpaid consumer debt by assisting customers with payment arrangements.

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  Verizon Wireless

  Oct 2000 - Sept 2003

  Proposal Coordinator

  Writer/Editor/Project Manager - Managed multiple customer requests for proposals concurrently requiring demonstration of industry knowledge, strategic project management, and well-developed writing. Maintained Request for Proposal (RFP) database for specialized legal and marketing language/material. Researched and reviewed internal procedural documents for contractual process/procedures, operational concerns, device and disclaimer information, and calling plan eligibility requirements for necessary updates to calling plan templates. Evaluated internal customer concerns regarding pricing templates to determine necessary modifications. Show less

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  Verizon

  Nov 2003 - Dec 2018

  Internal Communications - Lead a team of project managers and copy writers who deliver daily marketing and training communication to our call enter employees. Developed and executed strategic internal communication plans aimed at engaging employees and driving revenue. Pitched and launched an executive social media pilot program garnering organic reach and thought-leader positioning.• Enhanced employee engagement and drove revenue growth with innovative executive communications and creative thought leadership strategies through collaborative ideation and strategic execution.• Improved customer service quality by spearheading a digital transformation initiative, which involved deploying over 100 digital signage monitors and desktop applications across five northeastern call centers, thereby boosting employee engagement, information access, and connectivity. Show less Internal Communications/Diversity & Inclusion/ Employee Resource Group Executive Board Member - As the National Communications Lead for the Hispanic Support Organization (a Verizon Employee Resource Group/ERG), I created and executed annual strategic communications plans aimed at increasing membership and awareness. Created and distributed monthly and quarterly member newsletters that drove awareness about the organization while promoting volunteer opportunities within local communities across the United States. Newsletters typically generated open rates of over twenty percent and contributed to the increased membership by fifty percent. Show less External/Corporate Communications - Developed and executed strategic Corporate Communications programs to support Marketing initiatives for all business units. Developed proactive and sustaining communications plans to enhance company reputation and convey brand differentiation. Supported the Corporate Communications function from ideation through planning, creative and execution. Employed 360-degree communications approach by partnering with appropriate PR practitioners to develop and execute cohesive and holistic PR plans.• Transformed approach to corporate communications which improved Verizon's image and set company apart from competitors. • Played a pivotal role in steering the national content team by launching the Verizon Social Media Employee Advocacy program, which amplified the brand through the voices of 5,000 employee ambassadors. • Transformed over 5,000 employees into brand ambassadors with a cutting-edge social media advocacy program, leveraging their networks for broader impact. Show less Directed five-member team on the strategy and execution of comprehensive internal communications plans at Verizon, enhancing clarity around key messages, corporate initiatives, and product launches. • Delivered dynamic intranet content and innovative feature stories to boost employee engagement and productivity. • Spearheaded production of quarterly earnings webcasts, incorporating employee recognition to inform and engage a global workforce about financial health and strategic direction, while fostering collaboration with executive teams for data-driven presentations. • Elevated the corporate intranet and mobile news app usage by 60% through a revitalized content strategy and enhanced functionality, improving internal communications efficiency. • Launched an industry-first mobile news application for retail employees, revolutionizing internal communications by eliminating reliance on email. • Recognized with the 2013 Leading Performance Appraisal for developing and launching two groundbreaking communication tools. Show less Marketing Communications - Spearheaded the launch of an online tool and mobile application to transform printed sales collateral into digital assets for use by National Account teams to aid in the development of new business opportunities. Managed national Print on Demand (POD) tools to support Verizon Wireless B2B channels. Produced elaborate product videos for use as sales collateral by national account teams. Video production included working with subject matter experts in marketing, advertising and legal. Lead the launch and transformation of all enterprise sales collateral into new and innovative digitally available tools. Creative development and digital asset management including: - Collateral template design and creative template portfolio management. - Creative template content maintenance, highlighting new content and content changes. - Usage reporting. Created process improvements designed to preserve Verizon Wireless competitive edge in an increasingly competitive marketplace. Managed field communication while working with other cross-functional teams including the management of advertising agency relationships. Show less Ensured the integrity of operations through management of operational compliance issues across various business channels including visits to retail and direct sales locations for completion of Field Audit Reports. Performed investigative reviews of operational business processes, including extensive research pertaining to product sales and account activation processes. Participated in the implementation of recommended process improvements through development and review of formal Policy documents. Show less

  • Sr. Manager Marketing Operations & Communications

    Feb 2017 - Dec 2018

  • National Communications Lead - Verizon Hispanic Support Organization (HSO)

    Nov 2016 - Dec 2018

  • Manager - Corporate Communications

    Nov 2015 - Jan 2018

  • Manager-Internal Communications

    Apr 2012 - Oct 2015

  • Marketing Communications Consultant - B2B, SMB & Enterprise

    Apr 2010 - Mar 2012

  • Sr Analyst-Audit Compliance

    Oct 2006 - Mar 2010

  • Consultant - Wireless Marketing Operations

    Sept 2005 - Oct 2006

  • Senior Pricing Analyst

    Nov 2003 - Sept 2005
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  Prudential Financial

  Jun 2019 - May 2024

  Spearhead the creation and dissemination of over 1,000 innovative and many award-winning content pieces, significantly enhancing internal audience engagement and empowerment. Fostered a high-performing, inclusive team culture, driving organizational productivity and engagement.• Championed the adoption of emerging trends, such as Artificial Intelligence, and steered the team towards strategic optimizations that sustain a competitive advantage. • Implemented a comprehensive creative and content request submission process, alongside the introduction of department-wide project management tool, which markedly improved operational efficiencies. • Played a pivotal role in the digital workplace research and strategy initiative which leveraged employee insights to co-develop a prototype for a new, organization-wide digital workplace tool, enhancing digital integration and collaboration. Show less Served as lead architect of comprehensive internal audit communications campaigns. Led the global communications strategy, design and execution for Chief Auditor and the senior leadership team. Developed and distributed weekly newsletter content, leadership messaging and engagement forums. Awarded the Ragan Communications BEST Virtual Town Hall of 2020 for AuditCON 2020.• Drove organizational priorities through strategic planning, execution, and insightful analytics. • Mobilized global resources and expertise which significantly amplified the impact of communications, enhanced decision-making processes, and achieved targeted outcomes. • Designed and led both virtual and in-person events, including town halls and leadership forums which fostered employee engagement and elevated executive presence across Prudential's international landscape.• Secured the 'Best Virtual Town Hall of 2020' award from Ragan Communications for AuditCon2020, achieving an exceptional 90% engagement rate. Show less

  • Internal Communications - Creative Director

    Jun 2021 - May 2024

  • Global Internal Communications Director

    Jun 2019 - Jun 2021
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  ETS

  Dec 2024 - now

  Head of Internal Communications