2020 PTMA Board of Director Biographies

PTMA President : Anthony Rubio, Security Service Federal Credit Union 

 Anthony Rubio is a Sr. Contact Center Manager for Security Service Federal Credit Union. With over 10 years of contact center and banking experience, he has supported multiple lines of businesses within the contact center environment to include telephone, mobile and online banking.  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. Anthony’s unique perception of customer service, and his ability to lead and motivate diverse groups, makes him a  catalyst for change and a great contributor to his team. He is a member of the Texas Diversity Council and formerly served as the VP of Programs for the PTMA.     

 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 Manager of Customer Service with Kohl’s Credit and Customer Service Center. With over 25 years in contact center management encompassing retail banking, omni-channel contact center, training and 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 and 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 and inclusion as well as holds a large presence in community involvement. Jen also serves as the #PrideAtKohls Business Resource Group Ambassador for Kohl's San Antonio division.

 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. 

 Vice President of Call Center Excellence: Cindy Rocha, Security Service Federal Credit Union

Cindy Rocha has served in the banking and call center industry for over 25 years. In her current role she is tasked with overseeing the onboarding program designed to ensure a smooth transition from the training environment onto the production floor. Additionally she oversees the remote workforce program for the contact center and directly manages a team of agents. Cindy is known for her high engagement in the contact center and has been recognized by the organization for her contributions. 

 PTMA Leadership Development: Monique Rice, Security Service Federal Credit Union 

Monique Rice joined SSFCU in March of 2019, she currently one of MCC leaders. Monique is passionate about the development of SSFCU new hires and currently teaches a monthly SSFCU’s Keys to Success class preparing them for their transition. Monique is also very active with leading a multiple MCC Committees.

Prior to joining SSFCU, Monique served in various roles within her community, the contact center industry, to include roles in teaching Cosmetology, assisting with Training, Quality Assurance, Insurance, and Customer Service. Additionally, she has served in various management roles for national companies.

Monique graduated from CFNI in Dallas, TX with a Bachelor's, holds a license as an Instructor and minister.

 Treasurer : Melissa Saldivar, Tri-Starr Staffing 

Offering 15 plus years of exemplary consulting, customer service, business operations background and cross-functional expertise. Proven analytical skills, involving client contracting, operational forecasting and logistics, customer needs analysis, project management and product/service development in the areas of staffing and recruiting. I am a results-oriented leader with 8 years’ experience as a Branch Manager delivering quality staffing management solutions with optimum customer service.

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 : Justin O'Neal, Security Service Federal Credit Union

Justin O’Neal is the Administrative Assistant for the Member Contact Center at Security Service Federal Credit Union. He is known for his passion and dedication to employee engagement, and his involvement in the department festivities and gamification initiatives. Along with his creativity and passion for engagement, Justin plays an integral role in the day-to-day operations of the contact center.    

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