Robin Sueyras Rivera
Tampa,Fla.
Summary
Highly motivated, success-oriented associate with 30 + years of experience in the banking and financial services industry. Experienced in numerous roles in operations and project management, with specialization in managing high volume, deadline-oriented support groups. Ability to implement highly efficient workflow processes and motivate teams to achieve company goals.
Talented Operations Support Manager successful at developing and improving Lean programs. Well-versed in addressing reporting and compliance issues to maintain smooth, high-quality operations. Offering 35 years of financial experience and passion for positively impacting business objectives.
Overview
40
40
years of professional experience
Work History
Operations Support
Citi Bank
03.2017 - Current
- Responsible for providing Operations Support services
- Including but not limited to: record/documentation maintenance, storage and retrieval of records
- Accounts maintenance imaging and the opening in coordination with the Operations core team
- Act as a liaison between operations staff, relationships managers, project managers, custodians and clients
- My role is to provide day-to-day operations support in alignment with operations support infrastructure and processes
Small Business Phone Specialist
Bank of America
02.2019 - 08.2019
- Taking in calls for all questions, concerns, assisting in making customers comfortable with all our tools
- Taking the time to assure each customer had the right accounts and tools to make their business successful
Patient Intake Specialist
Coram Infusion Specialty Pharmacy
04.2016 - 09.2016
- Communicate with patients and caregivers regarding medication, formula, etc
- With request and patient financial obligations
- Communicate with Sales and Physicians’ offices to obtain clarification on medical documentation required to process patient orders in a timely order
- This occasionally will include attaining Primary Care Physician Authorizations through insurance plans, to assure we move the patient's chart along to Pharmacist along to sending out to delivery on time
- Arrange for product delivery time with patients, caregivers, and couriers and update case and patient status
Formatting Associate
Diebold Eras /CheckAlt-Eras
04.2011 - 04.2016
- Responsible for accessing a database to create and produce reports along with files for numerous financial institutions on a daily basis
- Creating files and reports, sending to core processors and clearing agents in accordance with SLA’s
- Completing End of Day procedures for each financial institution
Project Change Consultant
Bank of America
01.1985 - 01.2011
- Managed various teams on a very high-profile customer conversion
- My primary functions were to facilitate and take ownership of the following:
- Early Transition Items – Assure these tasks were implemented in a timely and accurate manner to avoid any customer impact
- Customer document updates - Identify accounts that needed to be repapered
- Determine appropriate dates and products that needed to receive a new supply of paper documents
- Owned all communications on the internal site where conversion-related data and information was disseminated
- This was a critical piece because all groups utilized this site to obtain updates
- Participated and represented our team in numerous cross-functional and governance meetings associated with the project
- Created & developed test scenarios and test documents for unit and integrated system testing
- Actively participated in the actual testing on site
Team Manager – Nationwide Research and Adjustments Operations
Bank of America
01.1985 - 01.2011
- Managed a team of associates responsible for the research and resolution of all check and image related cases associated with processing anomalies
- Required an in-depth understanding of business process and technology functionality, and the ability to leverage that knowledge to assimilate data and solve problems
- Direct responsibilities included: Responsible for all aspects of resource management for 22 associates, including task allocation & planning, career development, and personal development plans (PDP)
- Coordination and oversight for all day-to-day activities, which consisted of workflow monitoring & execution, problem resolution, and management reporting
- Interfaced with project management and technical resources to support the PEGA/Resolve Check nationwide conversion, providing process analysis and subject matter expertise
- Led a special focus group that was responsible for reduction of aged cases
Team Manager – Check Processing Proof Operations
Bank of America
01.1985 - 01.2011
- Managed an operations unit responsible for qualifying documents that were received in the banking centers
- All items received were required to be MICR encoded and batched for supplemental processing in order to meet daily deadlines; on-time completion was critical because it had a direct impact on the customer experience
- Primary responsibilities included: Responsible for new associate training, including logistics, documentation and delivery
- Also responsible for ongoing monitoring of associate performance, and proactive coaching to ensure departmental goals are met and individual benchmarks meet expectations
- Delivered all mandatory Compliance training to all of Check Processing and facilitated Mission to Best sessions for Check Processing associates
- Monitored and managed day-to-day production activities to ensure primary tasks met the service level agreement
Skills
- Develop
- Coordinate
- Implement
- Special Projects
- Word
- Excel
- PowerPoint
- Compliance monitoring
- Analysis and research
- Work control processes
- Workflow streamlining
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Adaptability and flexibility
Profile Snapshot
30 years of commended performance in banking & project management. Supervisor of operations units.
Projectmanagementmethodologies
- Manage the successful implementation of multiple projects by coordination of individual project activities
- Strive to identify and track project issues while providing accurate data results
- Develop Project plans, overall action items, specific deliverables, monitor accountabilities and due dates.
Professionalprofilesummary
Highly motivated, success-oriented associate with 30+ years of experience in the banking and financial services industry. Experienced in numerous roles in operations and project management, with specialization in managing high volume, deadline-oriented support groups. Ability to implement highly efficient workflow processes and motivate teams to achieve company goals.
References
Upon Request
Attributes
- Exceptional interpersonal skills
- Detail oriented & highly organized
- Effective problem solver
- Self-motivated, self-directed
- Results Driven
- Excellent Leadership skills
Timeline
Small Business Phone Specialist
Bank of America
02.2019 - 08.2019
Operations Support
Citi Bank
03.2017 - Current
Patient Intake Specialist
Coram Infusion Specialty Pharmacy
04.2016 - 09.2016
Formatting Associate
Diebold Eras /CheckAlt-Eras
04.2011 - 04.2016
Project Change Consultant
Bank of America
01.1985 - 01.2011
Team Manager – Nationwide Research and Adjustments Operations
Bank of America
01.1985 - 01.2011
Team Manager – Check Processing Proof Operations
Bank of America
01.1985 - 01.2011
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