Customer Service Delivery

Robert B. Ciotto, Sr.

** ***** ****, **********, ** 06062

C 860-***-**** E-mail: ************@*******.***

Executive Summary: Respected Manager and Team Leader with the innate ability to inspire confidence at all levels, with over 40 years of progressive growth and comprehensive experience in the development of account management strategies. Focused on building solid client relationships that drive customer retention. Experienced and self-motivated business management professional with outstanding customer service skills. Exceptional communication and managerial skills with the proven ability to generate focus driven employees and loyalty with demonstrated diplomacy in dealing with customers. Demonstrated ability to collaborate with internal leaders to develop service improvement and account management strategies focused on account retention and achieving company goals and objectives.

Areas of specialty include: Business Analysis, Policy & Procedure Development, Management, Customer Service, Inventory Control, Project Management, Quality Assurance, Training & Development, Relationship Management, Negotiations, Executive Relations

PROFESSIONAL EXPERIENCE

Enjet Aero – Bloomfield – (Formerly Birken Aerospace), Bloomfield, CT – 2019 - Present

Aqueous Cleaning Lead Technician – May 2019 – Present

Responsible for the cleaning of Aerospace Parts using Customer approved soaps, chemicals, and processes.

Develop, Update & Maintain Aqueous Cleaning Technique Sheet

Conduct Solution Analysis on ALL Immersion & Spray Washing Tanks

Participate in Cleaning Process Failure Mode Effects Analysis (PFMEA) Activities

Participate in Audit(s) – Customer, Nadcap, etc.

Assist in Cleaning Related Root Cause & Corrective Action (RCCA) Activities

United Healthcare Insurance Company, Hartford, CT – 1997 – August 2016

Account Manager - 2007 – August 2016

Led and managed client relations and account management functions with direct responsibility for driving the research, collection, analysis, and timely response to customer issues pertaining to production, quality, and production specifications. Cultivate strong business relationships with clients through effect complaint resolution and implementing corrective action measures to ensure organizational effectiveness through the execution of customer focused policies and programs.

Monitor, track, and report material and inventory levels, coordinating inventory management requirements with outside vendors to ensure optimal inventory levels to support production and customer requirements.

Managed team of ten production support analysts, including partnership with IT and Development teams.

Manage external production vendor relationships, vendor contract deliverables, delivery metrics, production issues, and all contractual Service Level Agreement (SLA) reviews.

Responsible for writing all department communications to all segments with regards to vendor items including updates, outages, mailings, system updates and pricing

Responsible for assigned projects, met all expected goals and results as requested by segments management.

Deliver clear and well-organized presentations to support business leaders. Identify and recommend efficiency improvements to ensure effective use of staffing resources to meet and exceed service levels.

Business Manager & Project Lead - PRIME ID card Operations: 2005 – 2007

Responsible for managing staff, the day to day Operations, enhancements and projects for small group ID card accounts.

Maintain an environment of continuous quality improvements through the evaluation of current process, and to identify service delivery opportunities and assure effective service delivery to both internal and external customers.

Developed and published metrics on Production, Quality and Costs across 3 platforms to upper level Management – utilizing Excel.

Managed daily production and customer servicing for over 5,000 customers, and 7 million cards annually across multiple system platforms.

Created Index of all state requirements and mandates for ID Cards to ensure legal compliance

Credit Manager - Finance Division – Credit and Collections Department: 2002 - 2005

Team supervisor, responsible for collection of delinquent premiums, using aggressive collection techniques for three high profile regions. Key liaison between four outside collection agencies.

Drive resolution of collection issues through timely identification of underlying root cause of delinquency. Work in conjunction with Banking, Billing, and Health Plan sites on active and canceled policies to quickly resolve the problems

Initiate and maintain an aggressive Customer Service oriented collection strategy. Deal with outside brokers, agents and large and middle market accounts on a daily basis.

Read and interpret legal documents, including contracts and court filings to protect the interest of UnitedHealth Group.

Provide credit risk analysis for middle/large accounts to assure customers can pay their premiums. Analyze and evaluate customer’s financial statements and provide financial write ups to evaluate a customer’s financial condition.

Closely monitor financial position of key customer’s financial trends using Hoovers, Standard and Poors, Multex, Edgar Scan, Dunn and Bradstreet (D&B), and the Security Exchange Commission (SEC) financial sites.

Business Manager / Project Lead - Flexible Spending Account (FSA) Department: 1997 - 2002

Responsible for overseeing the day-to-day administration of the Flexible Spending Account product. Direct Customer Interaction and expert resource for all areas related to the FSA product, business and systems functions.

Managed a team to maximize customer satisfaction by coaching, facilitating and mentoring employees. Assist the Department Director in developing and setting goals for the department.

Take a leadership role in organizing, managing and completing projects within the department. Resolve operational problems directly or by obtaining appropriate technical assistance in a timely and accurate manner. Track and resolve recurring issues, providing information and proposing recommendations to resolve problems.

Key liaison between the FSA business functions and the IS support organization to determine systems enhancements.

Travelers Insurance Company, Harford, CT 1980 – 1997

Senior Business Analyst

Responsible for the coordination, maintenance and expediting of all medical ID card production, utilizing an outside vendor.

Participate in identifying, writing business specifications, implementing and testing system enhancements.

Work closely with Installation and Eligibility team members to coordinate ID card production to assure ID cards are extracted and mailed per the customer’s expectations.

Assistant Business Manager

Provided management and leadership skills and served as a mentor for new team members.

Responsible for the complete support, including ordering, installation and training on hardware and software for all personal computer workstations. Prepare, submit and monitor the progress of all hardware and software orders.

Develop, administer, and audit expense budgets for five departments to meet company and department schedules and plans.

Responsible for implementing the corporate transfer and relocation policy for all employees in two claim regions.

Distributions Coordinator

Developed and managed cost effective budget and business plans. Determine performance goals for each individual team member and clearly communicated those expectations to staff.

Printing Division

Proofreader - 1985 – 1986

Rotary Press Operator - 1980 – 1985

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