PTMA President : Anthony Rubio - Security Service Federal Credit Union
Anthony Rubio is an Inbound Contact Center Supervisor for Security Service Federal Credit Union. He has supported multiple lines of business within the contact center environment to include telephone, mobile, and online banking. He also serves as a liaison between customer service representatives and other interdependent departments. Anthony is passionate about employee development and employee engagement. He has leveraged his passion and knowledge of these topics to help develop and/or facilitate multiple training classes within his organization focusing on topics such as business writing, employee empowerment, managing over generations, and other supplemental courses for career progression. As a level II supervisor, he serves as a mentor to agents and level I supervisors, and works closely with department managers to assess department policies and procedures to ensure optimal efficiency and customer service. Anthony’s unique perception of customer service makes him a catalyst for change and a great contributor to his team. Anthony has been a member of PTMA since 2013.
Vice President of Programs: Monica Johnson - Security Service Federal Credit Union
Monica Johnson has over 23 years of banking and call center experience and is a Graduate of the South Chamber of Commerce Leadership Academy . She currently serves as a level II supervisor at Security Service Federal Credit Union, where she leverages her industry knowledge to assist management in developing and implementing process improvements and best practices to improve the effectiveness and efficiency of department operations. Some of Monica’s contributions include assisting with developing and facilitating the agent onboarding program, as well as the senior agent career path training for the member service call center. Additionally, Monica is highly involved in the community through her volunteer work with Loan Star Ball, Shield for Kids, and SSFCU’s Volunteer Corps.
Vice President of Communications : Jen Esquivel - Kohl's Credit & Customer Service
Jen Esquivel holds the position of Assistant Manager with Kohl’s Credit and Customer Service Center with over 25 years in contact center management encompassing retail banking, omni-channel contact center, training / quality improvement and recruiting. She is a contact center executive that is resourceful and an empowering problem solver with a proven record of achievement in employee retention, project/process implementation and improvement of productivity in established departments.
Having held various positions within the contact center realm, she is passionate about employee engagement, development, retention and diversity as well as holds a large presence in community involvement.
Vice President of Membership: Alyssa Gutierrez - Burnett Staffing
Alyssa is a Senior Account Executive with Burnett Specialists and covers the greater San Antonio area. Burnett offers full-service recruiting solutions including temporary staffing, direct-hire placement and payroll services. Our specialty divisions include Call Center, Accounting, Admin/Clerical, Convention Support, Engineering, HR, IT, Legal and Sales/Marketing. Alyssa has outstanding business development skills and obtained the status of President’s Club with a record of success within the call center industry.
Alyssa holds a BBA in Management with a concentration in International Management from UTSA.
Treasurer : Melissa Saldivar - Tri-Starr Staffing
I take pride in understanding San Antonio’s culture and pay meticulous attention to the diverse needs of clients. My passion for personnel management and consulting allows me the opportunity to understand and help our clients find their right fit candidates and the ability to help employees find their right fit career path. Received my BBA in International Business at the University of the Incarnate Word.
Secretary : Yvonne Garcia - H-E-B