Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Roger Mancilla

Omaha,NE

Summary

Ready to offer exceptional leadership and planning abilities to take on new role in challenging setting. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in customer service and client expectation standards and market trends.

Overview

33
33
years of professional experience

Work History

Director of Operations

Fiserv
01.2010 - 04.2024
  • Defined, implemented, and revised operational policies and guidelines.
  • Monitored budget and utilized operational resources.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
  • Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Reported issues to higher management with great detail.

Production Service/Zipsort Manager

First Data Card Services Group
01.2000 - 01.2010
  • Oversee all shifts (Days/Swings/Mids and Weekend) 24hr / 7day Operation for 2 departments
  • Work directly with Clients and Data Center on Requests and Resolving Issues and Concerns
  • Manage Zipsort department and responsible for daily production and financial targets based on contractual Service Level Agreements
  • Administer Corrective Action, Merit Reviews, Timekeeping and Attendance including five exempt positions
  • Manage system databases for Quality and Performance including SAS 70 and Sabarnes-Oxley annual audits
  • Reconcile Postage for FDR and USPS on a daily basis
  • Maintain relationships with USPS by being a member of the OPCC
  • Act as a primary contact with the USPS on all related issues including disaster relief, equipment needs, penalty appeals and industry changes
  • Continued supervising skills and updated computer skills including Word, Excel and Access
  • Assigned to various tasks and projects with variations in Service Level Agreements
  • Past experience with managing the performance reporting of our monthly scorecard
  • Worked the Performance Reporting Operations (PRO) to assure compliance of SLA’s
  • Monitor the file transmission via NDM between Data Center and resolve missing files via TCS by respooling files.
  • Onboarded new employees with training and new hire documentation.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Controlled costs to keep business operating within budget and increase profits.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Inserting Supervisor

First Data Card Services Group
01.1998 - 01.1999
  • Oversee Card Production in Inserting
  • Administer Corrective Action including Hiring and Terminating, Track Attendance and Kronos, Manage Cost Per Work Unit
  • Work independently
  • Completed the First two blocks of the University of First Data Operations Training
  • Familiar with FDR policies and procedures
  • Strong verbal and communication skills.

Teleservices / Insert Operator

First Data Card Services Group
01.1994 - 01.1998
  • Lead in Special Services
  • Insert machine operator for 2 years.
  • Adjusted machines to increase productivity for runs.
  • Assembled products according to changing daily work orders and specific customer needs.

Customer Service Operator

Greyhound Lines Inc.
01.1991 - 01.1994
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on company systems, form completion, and access to services.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Education

Master of Management -

Bellevue University
04.2010

Bachelor's Degree in Business Information Systems - undefined

Bellevue University
01.2004

Bachelor of Studio Arts - undefined

University of Nebraska at Omaha
01.1997

Skills

  • Operations Oversight
  • Strategic Planning
  • Strategic planning and execution
  • Leadership training
  • Process Improvements
  • Risk Mitigation
  • Process Improvement
  • Business Management
  • Cost Control
  • Operational Efficiency
  • Performance Analysis
  • KPI Tracking
  • Data Analysis

Awards

  • Rotary Honor Society Member
  • Cube Award for Supervising
  • Supervisor of the Month/FDR (2000)
  • Employee of the Month/FDR (1999)
  • Employee of the Quarter/FDR (1998,1999)
  • Employee of the Quarter for Exempts/FDR (2001)

Timeline

Director of Operations

Fiserv
01.2010 - 04.2024

Production Service/Zipsort Manager

First Data Card Services Group
01.2000 - 01.2010

Inserting Supervisor

First Data Card Services Group
01.1998 - 01.1999

Teleservices / Insert Operator

First Data Card Services Group
01.1994 - 01.1998

Customer Service Operator

Greyhound Lines Inc.
01.1991 - 01.1994

Master of Management -

Bellevue University

Bachelor's Degree in Business Information Systems - undefined

Bellevue University

Bachelor of Studio Arts - undefined

University of Nebraska at Omaha

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Roger Mancilla