SSSM

RODNEY R. RICHBERG

Columbus, OH

Phone: 614-***-****

Email: ***************@*****.***

PROFESSIONAL SUMMARY

Customer Service and Operations Leader with 14+ years of progressive experience in banking, contact center operations, customer experience, and team leadership. Proven track record of leading high- performing teams, improving employee engagement, driving operational excellence, and delivering exceptional customer experiences. Skilled in performance management, coaching, onboarding, training, escalation resolution, workforce development, and KPI achievement. Recognized for building strong cross- functional partnerships and developing programs that enhance both employee performance and customer satisfaction.

CORE COMPETENCIES

• Customer Service Management

• Contact Center Operations

• Customer Experience (CX)

• Team Leadership & Development

• Employee Coaching & Mentoring

• Performance Management

• KPI & Service Level Management

• Escalation Resolution

• Workforce Planning

• Employee Engagement

• Training & Onboarding

• Process Improvement

• Change Management

• Cross-Functional Collaboration

• Quality Assurance

• Banking Operations

PROFESSIONAL EXPERIENCE

PNC BANK Columbus, Ohio

Sales and Service Senior Manager 2024 – 2026

• Partnered with senior leadership to strengthen coaching effectiveness, employee performance, and customer service outcomes.

• Facilitated onboarding and training initiatives that accelerated new employee readiness and organizational integration.

• Developed and maintained training materials, job aids, and operational documentation to support 1

consistent service delivery.

• Served as a trusted resource for employees and leaders regarding operational procedures, policies, and performance expectations.

• Supported employee development initiatives designed to increase engagement, retention, and career growth.

• Collaborated with cross-functional partners to identify opportunities for service improvement and operational efficiency.

Business Banking Team Leader – Remote Deposit 2019 – 2024

• Led a team responsible for supporting business banking clients utilizing remote deposit services.

• Monitored team performance to ensure achievement of service level agreements, quality standards, and key performance indicators.

• Delivered ongoing coaching, mentoring, and performance feedback to improve employee effectiveness and customer satisfaction.

• Managed escalation support channels and resolved complex customer issues in a timely and professional manner.

• Collaborated with business partners and leadership teams to address operational challenges and implement solutions.

• Conducted regular performance reviews and development discussions to support employee growth and advancement.

• Maintained accountability for operational metrics, customer experience outcomes, and overall team performance.

Customer Service Team Leader – Core Banking 2016 – 2019

• Supervised customer service representatives within a high-volume contact center environment.

• Ensured achievement of departmental service levels, productivity goals, and customer satisfaction objectives.

• Provided daily coaching and performance management to improve individual and team results.

• Handled escalated customer concerns and worked collaboratively across departments to resolve issues effectively.

• Participated in candidate interviews and hiring decisions to build high-performing teams.

• Supported onboarding and transition activities for new employees, ensuring successful integration into the organization.

• Fostered a culture of accountability, engagement, and continuous improvement. Customer Care Consultant 2014 – 2016

• Delivered exceptional customer support while resolving banking inquiries and account-related concerns.

• Maintained high standards of customer satisfaction, professionalism, and service quality.

• Built strong relationships with customers by providing accurate information and timely issue resolution.

• Consistently met performance expectations in quality, productivity, and customer experience metrics. KEY LEADERSHIP ACHIEVEMENTS

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• Accumulated over 14 years of customer service and contact center leadership experience.

• Developed employees through coaching, mentoring, and career development initiatives.

• Established internal partnerships focused on improving customer experience and operational effectiveness.

• Created and implemented employee recognition programs that enhanced engagement and morale.

• Actively participated in employee resource groups and organizational engagement initiatives. EDUCATION

The Ohio State University

Columbus, Ohio

Coursework in Journalism

PROFESSIONAL AFFILIATIONS

• Employee Business Resource Groups (EBRG)

• Growth and Development Programs

• Diversity, Equity, and Inclusion Initiatives

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