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Click here or scroll down to respond to this candidateCandidate's Name PHONE NUMBER AVAILABLE
Columbus, OH EMAIL AVAILABLE
SELECT SKILLS
Program development and facilitation
Training documentation design
Technical communications
People management
Performance analysis and improvement
Quality assurance and compliance
Procurement and vendor management
Research and market analysis
TECHNOLOGY
Microsoft Office Visio
PeopleSoft Taleo
PROFESSIONAL EXPERIENCE
CITIBANK, Columbus, OH . Assistant Vice President . 2005 - 2018
Payment & Check Operations (2014-2018)
Successfully manage a team of approximately 20 staff to ensure day to day
operations supporting a retail bank back office production environment.
These activities include: receiving files, keying, balancing, and
submission of posting files for all on-us and off-us items, as well as
ensuring the daily balancing process is completed successfully and all
deadlines and deliverables are met.
Facilitated cross-department collaboration to identify opportunities to
capitalize on shared knowledge. Leveraged reporting, analysis, and root
cause identification which fueled process, system, and organizational
development.
Cultivated a high-morale, high-retention environment-reduced turnovers 12%
and increased production 15%. Solicited feedback on procedural
effectiveness, and built rapport and trust with associates.
Presort Operations (2005-2013)
Managed a high-volume presort operation in processing one million envelopes
each day, leading the entire shift of over 30 team members in meeting
service, quality, budget, and production standards. Reviewed key
performance metrics, identified opportunities for improvement, and
addressed individual contributor and team development needs. Encouraged
active participation and engagement from staff, recognizing the importance
of constructive feedback and proactive communications in creating the long-
term employee relationships critical to success. Managed vendor
relationships with multiple 3rd party vendors to include documentation,
contractual agreements and problem resolution.
Drove an efficient, cost-effective presort operation for 30 million pieces
of mail per month. Coordinated logistics with the U.S. and Canadian postal
services to ensure compliance and expeditious mail handling and delivery.
Developed and delivered initial orientation and ongoing training. Drove
continuous performance, quality, and compliance improvement; hired and
oversaw a facilitator to support team-wide training efforts.
Captured a 50% discount for 5-digit ZIP sorting since 2006. Analyzed sort
plans, developed best practice-based systems and processes, and increased
Quick Kill bins-mail requiring no additional processing-by 43%.
Candidate's Name
Page 2
OHIO BOARD OF REGENTS - Columbus, OH . Higher Education Information System
. 1997-2004
Analyst (2000-2004)
Wrote and maintained technical documentation governing business rules for
applications that interfaced with the statewide higher education data
warehouse. Worked in concert with Information Technology programming staff
to execute against objectives, test functionality, and ensure optimal
quality assurance. Created online tutorials for high school, college, and
university data reporting staff, which facilitated robust feedback on
customer service experiences.
Catapulted scholarship applications by simplifying the application process.
Presented the new system at local and regional conferences and training
events to orient industry stakeholders and fuel high levels of
participation.
Generated $20K in annual cost savings. Led the effort to transition the
scholarship application and management process from a paper-based system to
an online, interactive website.
Reduced QA errors by conducting financial aid compliance audits. Provided
feedback to college and university staff on submission errors which ensured
optimal quality and avoided processing delays.
State Grants & Scholarships, Administrative Assistant (1997-2000)
Provided administrative support to program managers. Fielded incoming calls
from process stakeholders, responded to requests for scholarship and grant
information, and maintained the department calendar. Supervised up to two
temporary associates.
Developed tracking tools-spreadsheets and schedules-to guide office
operations. Generated reports, and provided information on trends in
customer service-related inquiries.
Performed due diligence surrounding the development and implementation of a
federal internship. Created the policies and procedures to guide
recruitment, selection, and on-boarding of this Washington, DC based
position.
ADDITIONAL EXPERIENCE
DEARK ENTERPRISES, Columbus, OH . Facilitator/Trainer . -2004-2006
Facilitated the multi-day "Building a Fit Workforce-A Fully Integrated
Team" training program, corporate workout sessions focused on interpersonal
communication, team building, and leadership development. Created training
documentation, tools, and activities to facilitate participant engagement
and desired outcomes.
Delivered training to small and mid-sized groups of up to 20 corporate
associates. Worked off-site to orient participants to the program, lead
group activities, built and strengthened integrated teams.
AFLAC, Columbus, OH . Sales Representative (Part-Time) . 2007-2009
Sold life and supplemental medical insurance to small and mid-sized
businesses. Communicated effectively with diverse groups and employees; won
the Fireball Fast Start Award for exceptional first-year results.
EDUCATION
THE OHIO STATE UNIVERSITY, Columbus, OH
Bachelor of Science, Hospitality Management
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