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DOUG M. ROBINSON

Cell Phone: 904-***-****

Work Phone: 904-***-****

Email: acd4z0@r.postjobfree.com

PERSONAL OBJECTIVE:

I’m highly productive, talented and motivated people manager currently with Citi Group

seeking a new and challenging position within the Atlanta, GA. area. Well rounded in both

education and experience, I have both a graduate degree and undergraduate degree in psychology

and I consider myself an expert in human potential. I also possess extensive skills in sales,

operations and project management. Whether working within scope to manage and deliver large

re-engineering projects, driving sales quota or managing business operational objectives, I am

engaged and always push to improve human and operational potentials. I have exceptional

communication skills in selling ideas and delivering a presentation of value to senior management

and stakeholders. I have a firm grasp of understanding human behavior in which I use to push and

individuals to newer levels of performance. I have experience in building highly successful

individuals and teams and turn them into a cohesive and dedicated unit that gets the job done. I

have a solid understanding of sales of business products and services through building value, I

understand process improvements and project management tools and techniques such as

mapping, planning, implementation, testing, roll out, root cause analysis and various

methodologies. I also have extensive experience using multiple applications and software tools

such as CRM and MS Office.

SUMMARY OF EXPERIENCE

Fifteen years of experience managing within various corporate operations of sales,

service and processing. Experienced managing small and large teams and striving to meet or

exceed assigned performance objectives. A knack for spotting individual talent and maximizing

true potential through mentoring and coaching that is designed to tap and exploit the talents that

exceed expectations in performance. I have extensive knowledge of managing projects in IT,

telecommunications and service support operations. A strong understanding how to manage

individuals and teams across department borders. I possess strong attention to detail using project

methodologies such as DMAIC, SIPOC and process mapping. A proven track record in

completing assigned objectives and deliverables. I’ve done this by using superior linguistics

through clear and articulate writing to all levels of management and stakeholders. My success is

through eliminating the road blocks that stifle growth that impedes creating an Olympian team

spirit and “can do” attitude through psychological conditioning.

WORK HISTORY:

Citi Group – A.V.P. Business Credit Cards, 12/5/2011 to Current

• Manage and direct a hybrid team of 25 FTE in- house and telecommuters.

• Create, analyze and interpret data reports to manage operational objectives.

• Manage and oversee employee payroll for over $560,000.

• Utilize forecasting tools to maximize staffing levels to ensure service levels are met.

• Mapping tools to determine process improvements for performance optimization.

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• Coach, train & develop teams to meet required tasks responsibilities and performance

metrics.

Accomplishments:

• Increased team metrics in all categories to meet and exceed goals.

• Improved performance outliers.

• Drive communications w/ systems programmers to log and execute on system issues.

Harte Hanks/FedEx – Operations Manager February 2010-November 2010

• Managed operational objectives for FedEx Ground Delivery Call Center.

• Directed team members and assigned tasks to improve on customer service delivery.

• Managed and developed 6 exempt employees to improve on team performance.

• Responsible for service levels, payroll, attrition, hiring & terminations.

Accomplishments:

• Increased customer satisfaction by 30%.

• Lowered attrition levels to 3% from 35%.

• Developed vendor relations with local staffing agencies for candidates .

Citi Group – Sales Manager, October 2006 – August 2009

• Managed sales of credit card products.

• Managed a sales team of 25 sales & service agents.

• Coached daily on selling tactics such as establishing rapport, product and services

presentation, effective objective handling and understanding the dynamics of buyer

remorse and strong closing skills.

• Managed attendance, attrition, sales reports, payroll and training updates.

Accomplishments:

• Increased sales by 35%.

• #1 Sales Team and #1 Sales agent.

• Decreased absenteeism through increasing individual bonus. Created a desire to be at ork.

EDUCATION:

• Masters in Psychology, University of the Rockies - April, 2014. (GPA 3.7).

• BS Psychology, - Ashford University – July, 2012. (GPA 3.6).

TECHNICAL SKILLS:

• Project Management (PMI) -1994. CRM, CMS, Visio, MS Project, Excel, PowerPoint &

Word.

MILITARY SERVICE:

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• United States Air Force - Security Police – 1981-1988

Additional & Relative Experience

E-Services Solutions (Pre-IPO) – Director of Operations – Emeryville, CA 2000-2001

• Managed the start- up of call center operations for pre-IPO, DSL services provider.

• Project leader for customer service, training, telecommunications & IT.

• Responsible for project planning, managing and implementing both telecommunications

and desk top systems applications to support over 150 inbound call center agents.

• Project leader and coordinated with local Bell companies to install DS3 lines for

telecommunications.

• Project leader and coordinated with local telecommunications exchange competitors to

install DSL services and telecommunications equipment at residences.

• Coordinated and planned all truck roles and DSL services for the local PacBell via VPN

to Bell servers to deliver DSL products and services to local residents.

Providian Financial – Sales Senior Manager - Pleasanton, CA June 1999 – January 2000.

• Responsible for overall sales performance of 6 sales teams of over 65 agents.

• Responsible for all operational activity of 250 seat inbound credit card customer service.

• Increased credit card product sales by 35% in 6 months.

• Coached and developed exempts and non-exempt for optimization.

SkyTel/MCI - Sales Telecommunications, 1999-2000 Oakland, CA.

• Called on new accounts to convert from pagers to two-way texting devices.

• Maintained Fortune 500 accounts in San Francisco such as; McKesson, Robert-Stevens,

Bechtel, Dreyers Ice Cream, Coca-Cola & Stanley Morgan.

• Maintained client relationships with senior management by luncheons and drop in’s.

• Presented new and existing product line of texting services.

• Prepared RFP’s and made presentations.

• Serviced existing clients and replaced broken units.

• Increased sales by 25%

AT&T – Sales Long Distance Services/ Mid -Market Business Sales – Pleasanton, CA -

November 1998 – June 1999

• Cold Calling (hunting) on small to mid- size business accounts.

• Farmed existing accounts using enterprise based sales.

• Increased portfolio revenue by 55%.

AT&T Universal Credit Cards -Workforce Management - Jacksonville, FL. 1990 – 1998

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• Forecasting, staffing, and managed call volume credit card call center.

• Monitored call volume and reported daily key metrics to senior management.

• Managed the daily operational performance to ensure optimization.

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