Customer Service Manager

James DeFine

**** ******* **. **** *****: 209-***-****

Modesto, California 95356 Home Email:

********@***.***

CITIGROUP 2002 -

2013

National Check Operations

Vice President / Operations Support Manager

Alameda, CA

Responsible for merger conversion, relocation, and oversight of the

Northern California Item Processing center, then converting the paper

ATM process to Image ATM across all U.S. markets.

. Responsible for the successful end-to-end nationwide conversion

from envelope ATM deposit processing to Image ATM deposit

processing.

. Provide subject matter expertise and testing support for the

Image ATM, Remote Deposit Capture, IP Image Platform, and

Rainbow USA transaction platform projects.

. Ongoing partnership with project, product, technology, and

operations teams to determine needed changes to both maximize

channel engagement and maintain adequate risk controls.

. Facilitated the development and implementation of the online

Dashboard Productivity Measurement program to streamline both

departmental and individual productivity management.

. Development and annual testing of Continuity of Business and

Pandemic Response plans.

. Development of SOX 404 Process flows and corresponding quarterly

control testing program incorporating Six Sigma DMAIC

methodology into development, periodic review, and improvement.

. Maintain operations of a stand-alone facility including

production, safety, security, vendor contracts, and maintenance

within established annual operating budget of $2.5M.

. Implemented branch error feedback mechanism resulting in a

reduction of branch errors by 25%.

. Responsible for the ongoing management of several non-facility

related vendor contracts.

. Achieved best in class Voice of the Employee survey results.

. Member of the Citigroup/Golden State Bancorp merger transition

team.

. Successfully developed a capacity plan model to determine the

required post-merger staffing, equipment, space and

transportation needs based on the end-state volumes and

compressed processing windows associated with Item Processing.

. Efficient integration of processes/systems was achieved in

forming the end-state Citibank IP process within six months of

the CalFed/Citibank merger with all service level agreements

maintained at 100%.

. Achieved 100% satisfactory audits.

. Recipient of the Citigroup's Annual CEO Quality Excellence

Award.

. Recipient of the Citibank 2011 Top 1% Leaders in Excellence

Award for outstanding individual contribution to the successful

conversion of Citibank North America to Image ATM.

CALIFORNIA FEDERAL BANK 2000 - 2002

Senior Retail Operations Manager - ATM/Proof Processing

West Sacramento, CA / San Leandro, CA

Recruited to create, manage, and oversee two ATM/Proof Processing

start-up facilities.

. Created and adhered to an annual operating budget of $1M.

. Successful on-time completion in the ground-up creation of two

Centralized ATM/Proof processing sites within project budget,

resulting in annual savings of $ 2M.

. Creation, documentation, and periodic updates of departmental

procedures.

. Identified and implemented systematic improvements to the

deposit hold scoring system, which resulted in annual loss

related savings of $ 500K.

. Responsible for equipment purchases and subsequent vendor

relationships.

. Development of department performance standards by function.

. Development of daily/weekly/monthly performance statistics

monitoring and reporting program.

. Achieved two satisfactory audits.

. Recipient of the President's "Circle of Excellence" Award.

BANK OF AMERICA 1992 - 2000

Assistant Vice President / Senior Operations Manager

ATM Project Administration - National Best Practices Transition Team

Phoenix, AZ

Responsible for the nationwide implementation of business strategy to

enhance ATM Deposit Process with a key focus on client expectation

and reducing operating financials.

. Member of the Workflow Simplification/Process Re-Engineering

Task Force resulting in an annual saving of $1M.

. Re-engineered Seattle ATM Deposit Processing and provided

development support to Management team yielding a staff

reduction of 38% and annual savings of $1.2M.

. Recipient of two Customer Service Teamwork Awards.

. Successfully completed the conversion of legacy ATM Deposit

Processing units to new model environment in the Southwest.

. Improved productivity by 300% in six months, resulting in an

annual savings of 300K.

. Member of the Bank of America/Nationsbank merger transition

team.

. Partnered with Vendor Relations to restructure vendor routes in

Arizona, which resulted in annual savings of $500K.

. Implemented of the first centralized ATM GL Reconcilement area

at Bank of America. Reduced staff 20% in six months through

attrition, while reducing customer complaints by 25%.

. Certified Trainer - Total Performance Training

. Responsible for forecasting, capacity planning, and scheduling

staff to successfully meet established processing deadlines 100%

of the time.

. Coach and train associates on process related topics as appropriate to

maintain required production and quality standards.

. Successfully completed the relocation of the Arizona ATM

Processing Unit to a stand-alone facility.

. Implementation and training for new OPEX automation resulting in

20% staff reduction over six months due to increased production.

. Achieved 100% satisfactory audits.

EDUCATION:

Kaplan College - Bachelor of Science in Applied Management

2001-2004

GPA 3.95 - Member Alpha Beta Kappa National Honors Society

Villanova University - Six Sigma Black Belt Certificate

Oct 2004

Villanova University - Six Sigma Green Belt Certificate

Jun 2004

Glendale Community College - AA Degree in Business 1987-

1990

Employer Sponsored Training Classes

Production Capacity Planning, Operations Management, Managing

Inclusion, Diversity, Creating Win-Win Outcomes, Communication,

Conflict Resolution, Leadership, Project Management, Change Management,

Training, Various Harvard Manage Mentor classes, Human Resource Issues,

MS Word, MS Excel, MS Access, and MS PowerPoint.

LinkedIn Profile: http://www.linkedin.com/pub/jim-define/0/a87/532/

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