Confidential

ROBERT YOZZO

Address: Foxboro, MA Mobile: 484-***-****

https://www.linkedin.com/in/robert-yozzo-ops-leader/ Email: adura0@r.postjobfree.com Operations and Administrative Leader

QUALIFICATIONS PROFILE

Over 20 years of operations experience analyzing and making process improvements. Implement metrics and key performance indicators (KPIs) to help motivate and lead teams to achieve common goals. Develop team members to achieve career goals. Introduce innovative ideas and collaborate cross functionally to find tactical solutions for achieving strategic goals. Implement creative solutions to reduce expenses, increase revenue and improve profit. Rewarded for success leading teams. CORE COMPETENCIES

SELECTED ACHIEVEMENTS

Promoted to lead team lacking KPIs. Within 90 days, implemented KPIs, identified deficiencies and executed process improvements. Adjusting a process and using available call flow tools, improved percentage of initial report of loss claims calls from 65% to 98%.

Selected to create a database marketing initiative to analyze uncontrolled marketing expenses. Implemented a process to spend majority of marketing dollars on perspective customers most likely to purchase and limit expense on those less likely to buy. The result was a 25% reduction of marketing expenses, no change in the percentage of buyers and an increase in profit.

Led a global in which on-shore team members were permitted to perform more tasks than the off-shore team members. Following a pilot period, allowed on-shore and off-shore teams to perform the same tasks. This resulted in a 62% efficiency gain in the activities conducted by the offshore team. Constructed and implemented strategies, procedures, training, quality standards and consistency of practices among teams resulting in reducing the turnaround time of the initial review of disability insurance applications from 4 days to 2 days. Due to this accomplishment and other leadership successes, was rewarded with attending a company conference at Disney World.

Led a team of 60+ administrative professionals across five claims offices. Instituted consistent best practices and ensured the teams in the five offices functioned as one team leveraging all resources. Administrative expenses were reduced by 40% and efficiencies increased by 10%. PROFESSIONAL EXPERIENCE

Securitas Security Services, Boston, MA 2018-Present Santander Bank Security Fusion Center Leader 2020-Present Dell EMC Security Control Center Operations Manager 2018-2020 Promoted to lead a Security Fusion Center. Lead, recruit, and mentor team of Security Intelligence Analysts. Inspire team to identify, investigate and mitigate potential threats to bank and bank assets such as branches and ATMs. Coordinate Critical Event Management and risk intelligence activities.

Collaborative leadership

Leading teams of 3 to 70 FTEs (exempt and

non-exempt)

Operations management

Strong organizational, verbal, and written

skills

Organization skills

Continuous improvement

Time management

Reporting and analytical skills

Creative, strategic thinker who executes

tactically

Confidential

Drove and managed the change from a reactionary team to a proactive Fusion Center.

Implemented new tools and efficient processes to assist in providing more meaningful analysis.

Crafted new processes to ensure traveling employee safety during the Coronavirus Pandemic.

Minimized losses by quickly recognizing and acting on potential hazards. Unum Insurance, Worcester, MA 2012-2018

Operations Manager of Business Development 2016-2018 Operations Manager of Ratings 2013-2016

Operations Manager of Rise Underwriting Support 2012-2013 Promoted multiple times allowing the organization to benefit from my leadership, innovative process improvements and analysis experience.

Drove growth and built market position for Individual Disability Insurance operation, via researching, prospecting, educating, developing, defining, negotiating, and coordinating the closing of new business partnerships aligned with department’s business strategies and growth objectives.

Created and launched quality assurance program resulting in 90% reduction in errors and less rework. Increased team production with improved processes and clear expectations, by 20%.

Constructed and implemented strategies, procedures, training, quality standards and consistency of practices among teams, resulting in reducing turnaround times from 4 days to 2 days. CitiGroup, New Castle, DE 2009-2011

Cash Management Operations Support Group Manager, Senior Vice President Coordinated global account activities, implemented strategic process improvement initiatives, oversaw three Assistant Vice President direct reports and a team of sixty (30 on-shore and 30 off-shore), handling documentation management for Fortune 500’s.

Enhanced productivity, reducing unproductive labor costs by 62%, and saving money.

Retained key partners and reduced complaints 90%.

Balanced productivity, resulting in 20% increase in efficiency. Improved morale, reducing turn-over. Liberty Mutual Insurance Company, Boston, MA 2003-2009 Regional Claim Director of Administration, Wilmington, DE 2005-2009 Senior Business Analyst, Boston, MA 2003-2005

Promoted to a leadership position responsible for the general office administrative processes and staff of five Property and Casualty claims offices. Five direct reports with a span of control of 60 administrative professionals. Conducted annual audits. Created $120 million annual budget and successfully managed department expenses.

Improved percentage of calls answered for claims initial report of loss from 65% to 98% by implementing enhanced call routing. Responsible for regional staffing model. Reduced administrative expenses by 40% and increased efficiencies by 10%.

Conducted statistical analysis of bodily injury claim trends across the country to ensure consistency of claims processing practices.

Experience With:

PRIOR EMPLOYMENT DETAILS

MetLife, Liberty Corner, NJ Prudential Insurance, Edison, NJ Business Analyst Life Insurance Call Center Supervisor EDUCATION

Bachelor of Science, Law and Justice, The College of New Jersey, Ewing, NJ Additional Relevant Information

Advanced Microsoft Office experience: Excel, Word, PowerPoint, Access and Outlook

Property and Casualty, Life, Disability, and Long-Term Care insurance. Individual, Voluntary and Group products.

LEAN Six Sigma – Yellow Belt

Senior Claims Law Associate

Leading cross-functional teams

Managing teams to deliver results

Problem solving and implement processes

to address problems

Budget and expense management

Partner with insurance agents, producers

and brokers.

High volume, fast-paced call center

Life products including variable and

universal life.

Contact this candidate