Operations Manager - 30 Years Service Delivery

ANTHONY ROBINSON

OPERATIONS MANAGER

513-***-**** **********@*****.*** Loveland, OH linkedin.com/in/anthony-robinson-69ab71112

PROFESSIONAL SUMMARY

Operations Manager with 30 years of experience leading service delivery, optimizing operations, and building high-performing teams. Proven success in improving efficiency, strengthening client relationships, and driving results in cost control, service quality, and customer satisfaction.

PROFESSIONAL EXPERIENCE

Operations Manager / Director of Operations

Oct 2023 – June 2026

ePremium Insurance Agency, LLC

Mason, OH

●Led invoice reconciliation for 500+ Management Companies supporting 5,000+ Property Managers, improving visibility into daily and monthly payment activity.

●Directed communication with property management teams and accounts payable departments; oversaw ACH setup and third-party payment platform processes to support timely, efficient invoice resolution; ensured compliance management within each platform service. (IRIS, Yardi, Paymode, Coupa, RealPage, NetVendor)

●Administered call center platform to manage staffing analysis, account and access management, and scheduling coverage for agents supporting 20,000+ monthly correspondences with new and existing customers.

●Oversaw client platform integration across AIM, Entrata, MRI, ResMan, Rent Manager, and Yardi; managed client changes requests; completed 30,000+ monthly coverage validations; processed claims and refunds tied to property and security deposit changes.

●Office Manager responsibilities. Onboarding equipment setup and credentialing access for proprietary software based on assigned positions. (TalkDesk, 3P Payment Platforms, NetSuite, Birdeye, BBB) Staffing analysis

Vice President, North America Field Operations

Jun 2019 – May 2023

NSC Global Service, LLC

Mason, OH

●Managed the North American P&L for onsite IT services, aligning resource allocation and cost control strategies to support service quality and operational efficiency.

●Identified cost-saving opportunities that improved gross margin by 15% while maintaining service and compliance standards.

●Led monthly governance and quarterly business reviews to communicate performance, highlight improvements, and strengthen alignment with key stakeholders.

●Built strong customer and operational partnerships to support onboarding, account growth, and workforce efficiency.

Senior Service Delivery Manager / Director

Aug 2014 – Jun 2019

NSC Global Service, LLC

Mason, OH

●Managed a team of 16 Service Delivery Managers and 8 Business Analysts, improving operational consistency and team performance.

●Strengthened relationships with 60+ end-client accounts to improve satisfaction and service delivery outcomes.

●Oversaw monthly governance, SLA/KPI management, and account management across a large managed services portfolio.

Operations / Service Delivery Manager

Jul 1999 – Aug 2014

Atos IT Solutions & Services

Mason, OH

●Oversaw service delivery for 2,000+ field engineers and tracked SLA performance, productivity, and workload distribution.

●Drove cost savings by leveraging workforce management and outsourcing strategies.

●Managed call coordination and Help Desk operations to ensure consistent customer satisfaction.

SKILLS

Senior Leadership Client Service Management Account Management Microsoft Office Compliance Management Governance Communication Profit & Loss Change Management Transition Management Workforce Management / Outsourcing Logistics Payroll

EDUCATION

Information Technology / System Administration

Jun 1986

DeVry University — Columbus, OH

REFERENCES

Available upon request. References available — Rob Vendramin, Benyam Negussu, Phil Zumbahlen

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