Robert Bronner
Hockessin,DE
Summary
- To obtain a Project Manager Role that supports servicing in a customer-oriented organization that utilizes my acquired skills and experience in the preparation, delivery and execution of a successful project measured through improvements in overall Client/Customer/Associate satisfaction.
- Self-starter with proven ability to lead others and deliver results
- Ability to manage multiple initiatives and meet deadlines
- Strong verbal, written and presentation skills
- Ability to master new processes and procedures
- Ability to manage, train and motivate within a team environment
- Collaborative team leader and innovative problem solver
- Extensive knowledge of Contact Center technology (desktop applications)
- Computer skills include: ALM, Microsoft Office, SharePoint, WebEx
- Willing and able to travel
- Project Manager with ability to prioritize/organize to meet project deadlines
- Ability to perform project analysis to develop improvements to increase productivity and efficiency
- Effective communicator with proven success in building relationships to ensure successful implementation of project/initiative
- Experience with Agile and Waterfall methodologies
- Knowledgeable in project initiation phase and importance of scope, objectives, constraints & budget
- Ability to lead/perform in cross-functional environments with groups of people with different expertise working towards a common goal
Overview
17
17
years of professional experience
Work History
Assistant Vice President; Operations Project Consultant
Bank of America
07.2015 - Current
- Provide strategic direction, subject matter expertise and relationship management between the business and technology partners to drive enhancements in the Contact Center and Financial Center environments
- Prioritize and develop capabilities that work across all contact center businesses by focusing on an approach that drives efficiency for our associates and manages risk across the enterprise
- Design and deliver solutions to support Client relationship building, account servicing
- Develop end-to-end solutions that drive simplification and efficiency for Contact Center and Financial Center associates
- Identify and build opportunities for reuse of technology/applications across channels/divisions
- Partner with line of business, stakeholders, and technology to ensure project deliverables are met
- Drive and advocate for Omni Channel experience and deliver new & enhanced solutions to optimize the customer voice channel
- Ensure business requirements are met while aligning the work to technology and channel strategies
- Leverage strong partnerships with applications teams and other partners to ensure on time, on scope and on budget delivery
- Provide onsite support to technology, line of business, and frontline associates during project deployment and production implementation
- User Acceptance Testing.
Assistant Vice President; Senior Operations Consultant
Bank of America
- Responsible for the day-to-day research, monitoring, escalation, and communication of incidents across the merchant product that impact clients and Operations employees
- Lead testing execution according to scope and project specifications to ensure all testing objectives are met
- Represents Merchant Operations on incident management calls and leads incident triage, provides communication to business partners
- Leads incident management/escalation of issues involving all technology operational, and external vendor impacting issues
- Follows established event management guidelines, escalates any system application impacts quickly to facilitate efficient problem resolution
- Responsible for understanding Operational team functions, processes, and procedures in which the teams and their clients may be impacted by incidents
- Collaborates and communicates impact with technology partners, incident management teams, vendors, and senior leaders across the organization
- Develops new procedures and processes to support monitoring of new products or use of new tools
- Provides clarity and transparency through written and verbal communication around impacting incidents, escalations required, and closure needed
- Supports teammates as needed when performing provisions of systems, equipment, and real-time contact center workforce.
Consumer Production Strategic Analyst
Bank of America
- Identified vulnerabilities and opportunities for improvement, as well as maintain metrics to develop analysis that drove improvement in all areas of Production Services
- Created and enhanced administrative, operational, and technical policies and procedures, adopting best practice guidelines, standards, and procedures
- Developed and executed a plan to get computers, monitors, and headsets into the hands of 2,700 teammates
- Critical to produce continued results within three weeks' time
- Received Consumer & Small Business Performance Excellence Award for the first half of 2020.
Munitions Systems Craftsman
United States Air Force
12.2006 - 09.2014
- Maintained Security Clearance
- Establish and evaluate performance standards, maintenance controls and work procedures
- Led joint venture with U.S
- Army to be responsible for over $120k sensitive items
- Conducted and lead daily chaff/flare resupply/reconciliation ops; processed 28K expenditures100% accountability
- Stellar technician; processed/transported 102K 7.62mm rounds/16K flares-ensured integrity of $8M in assets.
Education
Bachelor of Science - Organizational Management
Wilmington University
01.2017
Associate of Applied Science - Munitions Systems
Wayland Baptist University
01.2015
Skills
- Organizational Development
- Productivity Improvement
- Business Analysis
- Budget Planning
- Project Management
- Schedule Management
- Project Scheduling
- IT Service Management
- Cross-functional Team Leadership
- Process Mapping
Timeline
Assistant Vice President; Operations Project Consultant
Bank of America
07.2015 - Current
Munitions Systems Craftsman
United States Air Force
12.2006 - 09.2014
Assistant Vice President; Senior Operations Consultant
Bank of America
Consumer Production Strategic Analyst
Bank of America
Bachelor of Science - Organizational Management
Wilmington University
Associate of Applied Science - Munitions Systems
Wayland Baptist University
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