Robert Clive
AmeriCU Credit Union
Oriskany,NY
25
years of professional experience
Dynamic Supervisor with over 20 years of experience in results-driven leadership and team collaboration. Proven track record of guiding diverse teams to achieve exceptional outcomes while adeptly navigating changing environments. Known for reliability and flexibility, consistently producing quality results in fast-paced settings. Over a decade of managerial expertise in restaurant, call center and banking operations, complemented by strong proficiency in leveraging cutting-edge technology to produce successful, exceptional results.
Work History
Card Services and ATM Department Supervisor
2 Years 5 Months- Implemented process improvements that enhanced workflow efficiency and member satisfaction.
- Supervised daily operations of department, ensuring adherence to policies and procedures.
- Trained staff on customer service excellence and credit union products.
- Led team meetings to address challenges and develop strategic solutions for departmental goals.
- Monitored performance metrics, providing feedback to team members for continuous improvement.
- Collaborated with management to develop training programs for new hires and ongoing development.
- Managed scheduling and resource allocation to optimize service delivery during peak times.
- Fostered a positive work environment, promoting teamwork and professional growth among staff members.
- Trained new employees on overall company and department-specific policies and procedures.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Managed team of 8 employees, delegated tasks and held each employee accountable for completing assignments.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Correctional Officer
5 Years 8 Months- I was responsible for the custody and security, as well as for the safety and well-being of incarcerated individuals in New York State Department of Corrections and Community Supervision (DOCCS) correctional facilities. I was also responsible for incarcerated individuals requiring mental health services and those who require health care at hospitals or health care centers outside of Departmental facilities. I was licensed in New York State as a Peace Officer with additional certifications and training to help me carry out my day to day duties, including interpersonal communication skills, workplace safety training, and weapons/chemical weapons training. Other skills pertaining to the job include, but are not limited to;
- Conducted headcounts of incarcerated individuals to ensure accurate population tracking.
- Managed supervision of incarcerated individuals to promote safety and order in the facility.
- Facility Security
- CCTV Monitoring
- Prisoner Transport
- Organized and updated records to ensure compliance with departmental regulations and procedures.
- Emergency Management
- Crisis Management
- Conflict resolution
- Deescalation techniques
- Behavioral disorders familiarity
- Contraband Seizure
- Staff Management
- Evidence Preservation
- Background Investigations
- Criminal Law
- Product Knowledge
Digital Services Specialist
5 Years 6 Months- Delivered effective problem resolution to customers facing complex technical issues with online banking, mobile banking, and text banking for deposit and card products. Delivered high service excellence through effective relationship-building and problem-resolution skills, handled escalated calls, achieved monthly efficiency objectives, and maintained high call quality standards while researching, troubleshooting, and resolving service inquiries. Managed escalated calls from internal bank employees in addition to direct customer calls. Quickly read and implemented frequent updates and learning material during calls, ensuring accurate information delivery.
Policy Service Specialist
2 Years- Working in an insurance based customer support environment; Assisted existing customers with diverse insurance policy requests via telephone and written communication, leveraging training knowledge; Resolved customer issues and inquiries through effective communication and active listening skills; Communicating appropriate options for resolution in a timely manner; Informed customers of available services while assessing needs to provide tailored support; General account maintenance.
Customer Service Manager
5 Years- Supervision of a staff of thirteen people within the Customer Service department; Recruitment and training of customer service representatives; Planning, preparing and devising work schedules according to budgets and workloads; Observing and evaluating workers' performance; Issuing instructions and assigning duties to workers; Managing the needs/requirements of customer accounts through extensive follow-up procedures and the usage of multi-functional computer operating systems; First amongst my peers in Saves/Retention of customer accounts in a highly competitive industry; Performing market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service; Improving customer service based on client feedback through the development of new policies and procedures; Handling of all public relations issues.
Manager
4 Years- Supported restaurant floor operations to enhance service efficiency; Implementing production, productivity, quality, and customer-service standards; Managed payroll and met financial objectives of the restaurant. Recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; Estimating food cost and profits; Preparing weekly sales reports for the sales team and sales management; Enhanced customer experience by ensuring a pleasant dining atmosphere.
Education
- Theatre/Performing Arts and History
High School Diploma
Skills
Staff supervision
Employee Evaluation
Process improvement
Safety protocols
Conflict resolution
Customer support
Issue resolution
Account Management
Team leadership
Recruiting
Records Management
Operating Systems
Microsoft Access
Technical writing
Analytical thinking
Time optimization
Staff supervision
Process improvement
Additional Information
- Specialized Skills
- Proficient in a wide array of computer operating systems, including Windows, MS Office, Word, Excel, Outlook, Powerpoint, OneNote, Access. Complex knowledge of company specific Operating Systems relevant to Banking/ Insurance/ Management
Timeline
Card Services and ATM Department Supervisor
AmeriCU Credit Union
03.2024 - CurrentRead More
Correctional Officer
NYSDOCCS Community Supervision
07.2018 - 03.2024Read More
Digital Services Specialist
Bank of America
01.2013 - 07.2018Read More
Policy Service Specialist
The Hartford
01.2011 - 01.2013Read More
Customer Service Manager
APAC Customer Services
01.2006 - 01.2011Read More
Manager
Friendly's Ice Cream
01.2002 - 01.2006Read More
Proctor High School
High School Diploma
Read More
Mohawk Valley Community College
from Theatre/Performing Arts and History
Read More