Customer Service Client

RIGOBERTO (RIGO) NAVARRO

**** **** **** ***** 732-***-**** (mobile)

Lithia, FL 33547 ***********@*****.***

Business Professional with 20+ Years of Experience Including Liquidity Product Management, Global Implementation and Client Service for Cash Management Solutions, Operations Management (Disbursements, Lockbox Check Deposits), and Project Management

EMPLOYMENT

EXPERIENCE

I9 Sports Franchise – South St. Petersburg

12/2019 – Present Area Developer and Owner

Perform all marketing (In person events and gorilla marketing)

Ensure Team rosters are properly built, and schedules are set for all Teams across all sports

Perform game-day logistics, including setting up the fields of play for each sport, merchandise tents and in person marketing tents

Venue Management – Make in person calls to schools, churches and public recreation authorities to obtain fields in various regions and once fields are procured ensure they are properly managed and kept clean

Perform staff oversight and training

Manage all Volunteer recruitment, including background checks

Perform Customer Service on all escalations which the customer service hotline was not able to handle

Manage payroll (1099’s) and related paperwork. Work closely with ADP to ensure smooth payments to staff

Manage all costs and review the cost proforma to ensure costs are effectively managed, including uniforms, equipment, registration rebates, player insurance, etc. Citibank – ICG OPS

11/2017 – 12/2019 Vice President, Liquidity and Investments Tampa Hub Manager (Tampa, FL)

Performed Operations duties for Liquidity and Investments Product set including: Global Cash Concentration, Notional Pooling, Cross Currency Pooling, Investment Solutions, DDA, MMDA, Time Deposits, Broker Deposit, Earnings Credit, etc.

Day to day management of onsite and offsite teams. Coaching and knowledge sharing with the team

Liaising with Production support & Development support team to resolve exceptions found during daily monitoring and to seek any enhancements/ systemic changes, if any due to customer requirement.

Ensure process manuals are appropriately updated and sign-offs are in place to fulfill any audit

Managed risk within the team activities and incorporated controls to ensure business compliance

Proactively reviewed, advised, and identify client issues and recommend solutions.

Provide coverage and leadership across all our internal partners, Liquidity and Investment Product, Client Coverage, Electronic Banking, Client Delivery, Implementations, Citi Account Management Unit, Technology and Support areas.

Facilitate accurate and timely resolution of all system outages engaging with all relevant partners such as Production Support, Tech, Product, Sales and Client Service teams to mitigate client impact.

Ad hoc projects as directed by Section Manager/Team Leader

Ensure ownership and delivery of accurate collation and reporting of key MIS/Performance statistics for the Tampa Hub.

Produce weekly, monthly and quarterly management reports, specialized ad hoc Sr management reports and Specialized communications, special projects etc.

Identify and implement process improvement. Provide technical guidance and growth. Maintain business relationships. Identify and implement service enhancements.

Ensure ownership of Product Verification Tests on release and branch rollouts. Worked closely with Production Support, Tech and Product partners

Deutsche Bank – Corporate & Investment Bank, Global Transaction Banking 06/2013 – 03/2017 Vice President, Liquidity and Investments Product Manager (New York, NY)

Support a $20B deposit portfolio and the entire Liquidity Product set including: Cash Concentration, Notional Pooling, Investment Solutions, DDA, MMDA, Earnings Credit, etc. for the Corporate Client Segment

Ensure product set is Reg W compliant and work closely with ALM to ensure liquidity ratios and collateral demands for clients are compliant

Conduct market and competitive research to identify differentiators and investment opportunities

Manage the U.S. component of a global transformation project (estimated investment of $20MM) for cash concentration infrastructures to consolidate to one global platform

Interact with partners (Sales, Legal, Regulatory, Operations, IT, Product Management, Implementations, and Client Service) to further develop products and ensure alignment with industry guidelines and regulations

Research client needs, design solutions and participate in client visits with sales to grow revenue RIGOBERTO (RIGO) NAVARRO

6334 Knob Tree Drive 732-***-**** (mobile)

Lithia, FL 33547 ***********@*****.***

Organized RFI and RFP responses for all Liquidity Product requests for information and proposals

Manage day-to-day product inquiries with business partners (Sales, Implementation, and Client Service)

Led speaker sessions on domestic and global cash concentration to promote future initiatives at an internal conference with 100 in-person attendees and a global audience via webcast

Created global implementation guidelines to streamline procedures for global cash concentration set-ups

Internal and external product training activities

Work in close co-operation with other functions such as Legal, Tax, Finance, Marketing, IT, Operations and Quality Assurance

06/2010 – 06/2013 Vice President, Cash Management Global Client Service and Implementation (New York, NY)

Managed a $20MM Cash Management, Trade Finance and Supply Chain Finance portfolio covering 35 Multinational Corporations in Customer Service

Subject matter expert for Wires, ACH, FX, Check (Lockbox, Cash Letter, Disbursements) and Liquidity

Served as the deputy to the team leader managing 9 Implementation / Client Service Officers

Fielded and responded to inquiries including problem solving and fact finding for clients and internal parties

Initiated service reviews through written questionnaires or personal interviews to track client satisfaction

Proactively organized client training and education of new products and services in partnership with product management and sales

Worked closely with Sales to coordinate RFP responses to Client Service questions and participated in RFP pitches as the subject matter expert for the Global Client Service Team

Identified cross-sell opportunities that brought value to the relationship and increased customer satisfaction

Provided support to sales in understanding and handling the various facets of a customer relationship

Trained the entire service team on check processing guidelines, research and how to use tools and reports in order to work more efficiently as well as high level understanding of UCC regulations covering Check Processing

(Namely Articles 3 and 4)

Developed client service day-to-day procedures used for training of new hires 04/1999 – 06/2010 Assistant Vice President, Research Manager / Project Manager (Totowa, NJ)

Cash Letter, Lockbox, Collections, and Returns Research - decreased the write-offs for the department by 85% saving the bank approximately $700K per year

Collections Customer Service Manager (Standard & Preferred Collections Service) - managed 30 operation associates and designed a process to automate the collections daily process and the EOD proof, reducing labor hours by 40%

Forgeries Management - Created a forgery unit of 6 individuals to alleviate corporate security of forgeries resulting from check products and provided training sessions to Research team members on UCC, Article 3 and 4

Business Line Manager on Outsourcing Project - led an initiative to outsource the non-financial aspect of the Research Process resulting in a 40% reduction of operating cost

Auditor for ISO 9001 initiative - Audited 9 departments to ensure they met the requirements

Managed CHECK 21 project for Research - check presentment to the FED via image exchange rather than transporting the physical paper, saved thousands of dollars in annual transportation cost

Customer Service Tracking System - Selected as the business line project manager by senior management to partner with Wachovia, PNC, Banc One and a Vendor Carreker in a 3 year project to create a new system from the ground up. The final product automated all customer services areas globally into a centralized repository and reduced FTEs by 25%.

EDUCATION St. Peter’s College

Bachelor of Science in Computer Science & Minor in Accounting (May 2006) Jersey City, NJ

LANGUAGES Fluent in Spanish and English

COMPUTER

PROFICIENCES MICROSOFT OFFICE PROFESSIONAL (Access, Excel, Word, PowerPoint, Project and Visio) TRAINING AND PMP Trained with Goal of Certification 2Qtr 2021 CERTIFICATIONS Six Sigma Green Belt Trained

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