ROBYN CROSS
Jacksonville,FL
Summary
Seasoned Operations Manager and talented leader with 14 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
1
1
Certification
Work History
ACCOUNT RESOLUTION OPERATIONS MANGER
WELLS FARGO
09.2015 - 04.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
ACCOUNT RESOLUTION TEAM MANGER
WELLS FARGO
10.2010 - 09.2015
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Cultivated positive, productive team environments, resolving conflicts quickly.
Team Lead
WELLS FARGO
10.2009 - 10.2010
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Collections Specialist
Wells Fargo
04.2009 - 10.2009
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
COLLECTOR, CITIGROUP
01.2006 - 01.2009
- Performed first party collections by making at least 70 calls per day on an automated dialer
- Fielded 170-200 calls daily
- Assisted borrowers with money management and negotiated payments.
Education
ASSOCIATE DEGREE -
FLORIDA STATE COLLEGE OF JACKSONVILLE
2014
Skills
- Performance Monitoring and Evaluation
- Management
- Superb Time Management Skills
- Recruiting and Hiring
- Process Improvement
- Goal Attainment
- Team Leadership
- Staff Development
- Management Training
- Policy and Procedure Adherence
- Administration and Reporting
- Verbal and Written Communication
Certification
Effective Communicator Critical Thinking Project Management Prioritization Relationship Building Creative Problem Solving
Timeline
ACCOUNT RESOLUTION OPERATIONS MANGER
WELLS FARGO
09.2015 - 04.2023
ACCOUNT RESOLUTION TEAM MANGER
WELLS FARGO
10.2010 - 09.2015
Team Lead
WELLS FARGO
10.2009 - 10.2010
Collections Specialist
Wells Fargo
04.2009 - 10.2009
COLLECTOR, CITIGROUP
01.2006 - 01.2009
ASSOCIATE DEGREE -
FLORIDA STATE COLLEGE OF JACKSONVILLE
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