Barb Robertson
Cheyenne,WY
Summary
Results-driven Operations Manager known for unparalleled productivity and efficiency in task completion. Specialize in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations management and positive team dynamics.
Overview
31
31
years of professional experience
Work History
Operations Manager
Cheyenne Frontier Days
Cheyenne, WY
01.2015 - Current
- Directed ticketing and guest operations as senior operations manager for one of the nation's largest western live event organizations.
- Lead high-volume operational functions supporting large-scale entertainment, hospitality, and community events while ensuring exceptional customer experience, operational efficiency, and revenue performance.
- Led daily operations for ticketing, ADA services, staffing coordination, scheduling, guest services, and operational readiness, ensuring high service standards.
- Instrumental in redeveloping the season ticket program and ticketing operations, contributing to revenue growth exceeding $8 million over the last six years.
- Managed staff and over 400 volunteers across multiple operational areas, facilitating seamless execution and enhancing customer satisfaction.
- Oversee complex, high-volume operations including concerts, entertainment events, premium hospitality offerings, sponsorship activations, and community programming.
- Direct workforce planning, leadership development, performance management, and operational execution across multiple teams and departments.
- Manage financial reporting, budgeting, reconciliation, revenue tracking, labor management, and expense control initiatives.
- Drive operational efficiency through workflow optimization, process improvement initiatives, automation strategies, and technology implementation.
- Collaborated with marketing, sales, finance, customer service, and external vendors to align initiatives with organizational goals and drive revenue growth.
- Lead strategic planning initiatives focused on operational scalability, customer experience, staffing strategy, and long-term organizational growth.
- Serve as primary escalation point for complex operational issues, customer concerns, and high-pressure event situations requiring rapid decision-making and problem resolution.
- Oversee venue scheduling, staffing coordination, and facility utilization to maximize operational performance and revenue opportunities.
- Establish operational standards, accountability measures, and service expectations across teams and departments.
- Implement operational improvements that increased efficiency, customer satisfaction, reporting accuracy, and overall service performance.
- Utilize Jira workflows, project coordination tools, and operational analytics to improve communication, execution, and team alignment.
- One of the nation’s largest western live event organizations.
Business Manager / Franchise Owner
Avis Budget Group / Robertson Rentals
Pineville, NC
01.2010 - 01.2014
- Owned and operated a successful franchise location overseeing all operational, financial, staffing, and customer service functions.
- Increased revenue through development of corporate partnerships, customer retention initiatives, and market expansion strategies.
- Managed budgeting, payroll, vendor relations, compliance, fleet operations, and financial reporting.
- Directed hiring, employee training, scheduling, and performance management to build a skilled and motivated team.
- Collaborated with corporate leadership to implement operational improvements and cost-saving initiatives that enhanced overall business performance.
- Maintained high operational standards while improving customer satisfaction and business performance.
Call Center Manager
QVC
Port Saint Lucie, FL
01.2004 - 01.2005
- Led large-scale call center operations with responsibility for 800+ employees in high-volume customer service environment.
- Improved operational performance, service quality, employee engagement, and customer satisfaction metrics through coaching and leadership development.
- Coordinated staffing strategy, scheduling, reporting, workforce planning, and daily operations to optimize service delivery.
- Developed employee training and performance management programs that improved productivity and ensured operational consistency.
Operations Reconciliation Division Manager
Washington Mutual
Boca Raton, FL
01.2002 - 01.2004
- Managed East Coast reconciliation operations to ensure financial accuracy, operational integrity, and regulatory compliance, enhancing overall operational reliability.
- Collaborated with Federal Reserve to implement reconciliation process improvements and operational enhancements, contributing to streamlined operations.
- Led workflow optimization, staff development, compliance training, and operational reporting initiatives.
- Directed performance management and operational improvement projects across reconciliation teams, fostering a culture of accountability and continuous improvement.
Operations Area Manager
BECU
Tukwila, WA
01.2000 - 01.2001
- Directed 24/7 banking operations with leadership responsibility for more than 100 employees.
- Managed operational workflows, reconciliation activities, customer service operations, staffing, and scheduling to ensure seamless banking operations.
- Streamlined deposit operations, loan operations, ACH processing, and wire transfer procedures to reduce transaction errors, improve efficiency, and lower operational costs.
- Monitored internal workflows and operational procedures for compliance with banking regulations, audit standards, and risk management protocols, safeguarding operational integrity.
- Ensured timely and effective resolution of internal and external customer issues while supporting branch operational performance and revenue goals.
- Improved operational efficiency and service delivery through process redesign, workflow optimization, and workforce development initiatives.
- Oversaw employee training, coaching, and performance management to enhance operational reporting and team effectiveness.
- Supported continuous improvement initiatives focused on operational accuracy, customer experience, and service consistency.
Operations Division Manager
First Security Bank
Albuquerque, NM
01.1995 - 01.1999
- Managed multi-branch banking operations including compliance, operational performance, staff development, and customer service initiatives.
- Directed operational procedures, reporting, regulatory compliance, audit preparation, and workflow improvement initiatives.
- Oversaw core banking processing systems and implemented operational procedures and software enhancements, streamlining workflows.
- Supported continuous improvement initiatives targeting customer experience and service quality.
- Supervised and mentored branch and operations staff, enhancing team capabilities and service delivery.
- Led employee training, leadership development, and operational consistency programs across multiple teams.
- Monitored branch operational performance and ensured adherence to company policies, banking regulations, and service standards.
Education
Professional Development & Continuing Education -
Pryor Business Education
Mission, KSHuman Resources Certificate -
Western Governors University
Salt Lake City, UT05-2026
American Bankers Association Program -
University of New Mexico
Albuquerque, NMBusiness Management -
Front Range Community College
Westminster, COSkills
- Operations Leadership
- Multi-Unit Operations Management
- Project Leadership
- Capacity Planning
- Financial & Budget Management
- P&L Management
- Process Improvement & Workflow Optimization
- KPI Reporting & Operational Analytics
- Vendor & Contract Management
- Strategic Execution
- Stakeholder & Corporate Partnership Management
- Business Development
- Customer Experience & Service Excellence
- Customer Escalation Resolution
- Staff Coaching & Development
- Performance Management
- Team Leadership & Team Building
- Leadership Development
- Operational Scalability & Efficiency
- Scheduling & Logistics Management
- Financial Reporting
- Revenue Growth Strategies
- Compliance Assurance
- Effective Communication
- Systems Implementation
- Incident Management
- Change Management
- Product Management
- Operations Monitoring
- Planning & Implementation
- Sales Operations Background
Affiliations
- International Association of Venue Managers — Member
- INTIX International Ticketing Association — Member
- Certificate in Banking Management — American Bankers Association
- Women’s Civic League of Cheyenne — Committee Chair
- Give Cancer the Boot Fundraiser — Committee Chair
Volunteer Leadership
- Board Member — Women’s Civic League of Cheyenne
- President & Member — GFWC Meadowlarks
- Board Member — Altitude Athletix, LLC
- Board Member — Cheyenne Tornados Lacrosse
- Chairperson — Union Academy Annual Charity Auction
- PTO/PTA Leadership Roles — Chair, Treasurer, Secretary
- HOA Board Officer — Vice President, Treasurer, Secretary
- Foster Parent & Community Volunteer
Timeline
Operations Manager
Cheyenne Frontier Days
01.2015 - Current
Business Manager / Franchise Owner
Avis Budget Group / Robertson Rentals
01.2010 - 01.2014
Call Center Manager
QVC
01.2004 - 01.2005
Operations Reconciliation Division Manager
Washington Mutual
01.2002 - 01.2004
Operations Area Manager
BECU
01.2000 - 01.2001
Operations Division Manager
First Security Bank
01.1995 - 01.1999
Professional Development & Continuing Education -
Pryor Business Education
Human Resources Certificate -
Western Governors University
American Bankers Association Program -
University of New Mexico
Business Management -
Front Range Community College