2Nd Shift Lead Customer

Richard Robinson

*** **** **** ** *: 302-***-****

Newnan, GA 30265 E: ******@*****.***

WORK EXPERIENCE

Wells Fargo, Atlanta, GA

May 2021 – Present

Senior Operations Manager

Site manager of 2.2 million item lockbox processing center. Monitors staffing levels, overtime and budget of 265 employee, 24 hour, seven day a week operations site. 15 exempt level direct reports.

PNC Bank, Woburn, MA August 2013 – May 2021

Site Manager

Manage day to day operations of site consisting of 52 employees processing 425,000 items a month. Manage site end to end budget, monitoring overtime, hiring and staffing. Site runs three shifts Day, Night and Weekend with four exempt employees. (3 Supervisors and 1 MIS analyst)

PNC Bank, Philadelphia, PA February 2008 – August 2013

Shift Manager

Managed two units consisting of 30 employees on 2nd shift processing 6 days a week.

Utilize full image Sorter 3890 processing

Manage Cash Letter/Transit unit

Manage and coordinate the following:

oExempt time off request

oDepartment overtime budget

oPerformance reviews (prepare and deliver exempt / review and massage non-exempt)

oFMLA request and tracking

oPromotions

oCorrective action administering

oStrategic planning (Home site and Network goals)

oMentor and coach staff

Regulus Group, Dallas, TX April 2006 – February 2008

Production Mgr

Role consisted of managing day to day operations of an 8.2 million items a month remittance processing center. Staff consisted of 5 exempt level supervisors and 154 non-exempt employees.

Reported to Head of Site who split time between RPS and Print site.

Managed Vendor contracts

Controlled departments end to end budget

Coordinated and lead customer tours to the site

Conducted weekly and monthly conference calls with customers to review report cards, processing enhancements and coordinated new volume schedules.

Worked with 70 customers in total including several national account: Wells Fargo (Mortgage & Student Loans), National City (Mortgage), AMEX, Cingular (AT&T)

CitiGroup, New Castle, Delaware 1991 to 2006

Upon commencing employment for CitiGroup in 1991, I started as an entry level temporary mail opener. After being hired full-time in 1993 I trained for several jobs from Retail/Wholesale Team lead to Floor Supervisor. In 1995, I was promoted to Section manager.

Lead Section Manager / VP April 2005 – April 2006

Managed day shift operation for Citi at their New Castle site in the Public Sector Dept. Staff included a total of 4 exempt supervisors overseeing 84 direct report employees.

Built first-rate processing practices

Administered corrective action when necessary

Managed paid time off for employees

Provided merit increases

Trained staff for next level management

Richard Robinson Resume Page 2 of 2 C: 302-***-****

PROFESSIONAL EXPERIENCE CONTINUED

Section Manager / VP April 2004 – April 2005

Responsible for managing 3 processing units in the Controlled Disbursements Dept. Staff for the 3 units included 3 exempt level supervisors and 30 employee working two shifts.

CitiCapital (A division of CitiGroup), Irving TX, November 2002 – April 2004

Section Manager / AVP

Managed payment processing group of 30+ employees

Implemented productivity and quality database

Managed department’s budget

CitiGroup, New Castle, Delaware June 1995 – November 2002

Section Manager

Manage the 2nd shift of 40 plus employees in Retail and Wholesale lockbox processing

Monitored outgoing transmission and troubleshoot any transmission fails

Administered corrective action and merit increases

EDUCATION

Delaware Technical Community College January 2011 – February 2013

Currently seeking an Associate Degree in Applied Science – Major will be Operations Management and my expected graduation date May 2015.

ComputerTraining.edu, Newark, DE August 2009 – January 2010

Coursework includes: Microsoft Windows Vista, Configuration 70-620; Managing and Maintaining a Microsoft Windows Server 2003 Environment 70-290; Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure 70-291; and Microsoft Internet Security and Acceleration Server 2004 70-350.

Certifications Include: MCTS, MCP & MCSA

TECHNICAL SKILLS

Troubleshooting by following a step-by-step approach, verifying network connectivity, finding application error messages and identifying the cause of an error message.

Installing, configuring, applying service packs and security updates, maintaining and repairing multiple Windows client and server operating systems.

Troubleshooting compatibility issues, driver problems and client applications on Windows XP/Vista.

Configuring, supporting and troubleshooting NTFS and network share permissions.

Supporting both Active Directory Domain and local user accounts and groups.

Support and maintain critical Windows Server 2003 functions including: DNS, DHCP, RRAS, VPNs, IPsec, Backups and WSUS.

Manage Internet connectivity using ISA Server 2004/2006 firewall rules, application filters and VPN access rules.

Applications/Software – CPCS 1.13, Vector image products, IQA, SVPCO, VIEX, Lotus Notes, Microsoft Office (proficient in MS Access databases and Power point presentations), TMS, Wausau and Vicor RIDS processing system.

Hardware – NCR 7780, ITRANS, 9500, Opex 150 & 50/51, Opex 3600, IBM 3890

VOLUNTEER EXPERIENCE

Grow Up Great April 2008 – Present

Grow up Great is an investment in school readiness to help prepare children from birth to age five for success in school and life. We provide leadership, advocacy, resources and volunteers to assist parents, caregivers and communities in their efforts to increase the potential for young children to succeed.

Minquas Fire Department September 2009 – Present

Aid with coordination of events, and manage Microsoft 2003 Server. There are 50+ members with ID’s that require assistance to unlock passwords, performs weekly backups, PC maintenance, Add/remove users, WSUS updates, Monitoring server/client pc performance, system and application logs, Implement GPO as needed.

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