Roman Madotta
Clearwater,FL
Summary
Results-driven financial services leader with over 12 years of experience optimizing call center operations, championing member engagement, and developing high-performing teams of 100+ direct and indirect reports. Proven track record of maintaining a consistently high member satisfaction score of 4.7-4.8 through innovative process improvements, cross-functional collaboration, and a strong commitment to both member satisfaction and employee growth. Excited to leverage these skills for continued advancement, with a clear focus on eventually stepping into VP and executive roles overseeing strategic operations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
AVP, Member Care
GTE Financial
09.2021 - Current
- Organizational Leadership: Oversee 100+ direct and indirect reports across Tampa, North Lakeland, and Arizona, fostering a collaborative environment that consistently drives outstanding service quality and operational excellence
- Strategic Call Center Blueprint: Designed and implemented frameworks to streamline workflows, reduce wait times, and maintain a 4.7–4.8 member satisfaction rating
- Performance & Accountability: Established and enforced performance standards and best practices, boosting employee engagement, productivity, and adherence to regulatory guidelines
- Enterprise Collaboration: Partner with executive and cross-functional teams to steer large-scale initiatives, ensuring alignment with organizational goals and compliance standards
- Digital Transition: Spearheaded a corporate virtual strategy that enhanced digital adoption, allowing members to seamlessly access services and reducing overhead costs
Senior Manager, Member Care
GTE Financial
10.2012 - 09.2021
- Team Leadership & Growth: Strategically coached and supported teams to surpass call and loan performance metrics while promoting professional development for future leadership roles
- Change Management: Guided staff through organizational pivots and departmental re-alignments, preserving high morale and meeting senior management’s goals for coaching and compliance
- Campaign Management: Drove outbound campaigns (Credit Cards, Auto Loans, HELOCs, Mortgages), reallocating resources to maximize performance and deepen member engagement
- Cross-Functional Integration: Collaborated with underwriting, marketing, and other teams to ensure seamless delivery of financial products and services
Education
B.S. - Organizational Leadership & Management
St. Petersburg College
St. Petersburg, FL01.2026
Associate in Arts - undefined
St. Petersburg College
St. Petersburg, FL06.2022
Skills
- Call Center Operations & Leadership
- Mortgage & Consumer Lending Processes
- Team Development & Performance Management
- Strategic Planning & Execution
- Cross-Functional Collaboration
- Data Analysis & Reporting
- Regulatory Compliance
- Change Management & Virtual Strategies
- Internal communications
Certification
Digital Marketing Management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
AVP, Member Care
GTE Financial
09.2021 - Current
Senior Manager, Member Care
GTE Financial
10.2012 - 09.2021
Associate in Arts - undefined
St. Petersburg College
B.S. - Organizational Leadership & Management
St. Petersburg College
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