Timothy  Robertson
5120 Lansdowne Way, Palmetto FL 34221
Phone (727)744-8170                                   
trobert1@tampabay.rr.com

   Leadership * Management

 - Results-driven Professional Business Manager with over 15 years of exceptional business/call center
   management and supervision experience.
 - Six Sigma trained specialist with over four years of experience utilizing Six Sigma methodologies and
   strategies at Raymond James Financial, Catalina Marketing Corporation and Collegiate Funding Services.
 - Over ten years of military service and leadership skills, including but not limited to field-work, headquarters
   operations and troop coaching/counseling for optimal performance.
 - Exceptional ability to consistently provide sound leadership and management to ensure highest levels
   of service  are delivered to customers in a cost efficient and timely manner.
 - Comprehensive analytical skills to process and evaluate call center data forecasting cost/benefit.
 - Strong aptitude in evaluating quality, reliability, performance, and productivity improvement of business/call
   center.
 - Superior oral and written communication skills. Talent for interacting with varied personality types from all
   aspects of business.

   Education * Achievements * Awards

 - Bachelor of Science - 1992
 - PMI - Project Manager Certification
 - Member of American Management Association
 - Awarded "Knock Your Socks Off" Award for outstanding customer service, Catalina Marketing
 - Awarded 5 "Service First" Outstanding Customer Service awards from Raymond James Financial
 - Microsoft Office User Specialist Certification on MS Word, Excel, Access and PowerPoint


   Professional Experience * Career History

   Call Center Manager Collegiate Funding Services, Pinellas Park, FL 33782               February 2002 - Present

 - Develop Quality Assurance programs to improve the effectiveness of the call-center and overall
   operation of the department.
 - Concentrate on increasing customer satisfaction and place high priority on retaining customers.
 - Assist supervisors and team members in resolving customer issues / complaints in a cost-effective
   and timely manner.
 - Develop a climate providing motivation, participation and opportunities for employee initiative.
 - Effectively motivate subordinates to exert the effort necessary to attain organizational goals.
 - Consistently enforce company policies and procedures without alienating peers and subordinates. 
 - Closely monitor individual and department tardiness and absenteeism.
 - Use sound coaching techniques to solve conflicts on individual and team levels.
 - Prepare yearly performance evaluations on team members and team supervisors.
 - Carefully plan coaching and feedback sessions around peak performance periods to maintain
   highest levels of customer service.
 - Demonstrate good judgment in selecting the proper mode of communication when resolving difficult
   and/or sensitive issues.
 - Make realistic budget projections and effectively manage department budget.
 - Demonstrate success in reducing cost while maintaining high customer service quality.
 - Originate and develop constructive ideas - Restructured data collection and reporting methods to
   minimize business downtime.
 - Carefully screen, interview and hire resourceful and talented employees.



   Strategic Projects Manager, Catalina Marketing-Saint Petersburg, FL                    April 2000-November 2001

 - Chosen as the "Knock Your Socks Off" Award for Exceptional Retail Customer Service Manager for FY
   2001.
 - Saved $750,000 through establishing the interdepartmental relationship to ensure on-time software
   releases.
 - Supervised eight call center managers on international projects and held weekly progress meetings.
 - Effectively encouraged team concepts and leadership through incentive and structured training programs,
   increasing employee retention.
 - Assisted in establishing a centralized check in and check out of all technical documentation and use of all
   test tools including POS systems and automated testing tools allowing for more efficient updates to
   document changes.
 - Directed all aspects of software testing, software conversions and retailer program implementation for
   various Domestic/International grocery chains and creating a single point of contact for updates.
 - Managed and tracked activities concerned with software development, resource scheduling and resolving
   software design and test problems on IBM 4680/90, NCR 2127, NCR Scan Master, ACE 4690 Casio
   QT7000 and many more types of register systems.



   Support Manager, Raymond James & Assoc-Saint Petersburg, FL                                April 1999-April 2000

 - Supervised RJF Support Lab where imaged machines were configured and shipped out to RJF Branches.
 - Managed call center with 68 employees to support over the phone software installation and troubleshooting
 - Continuously evaluated ten direct reporting supervisors and made recommendations on client service
   improvement.
 - Managed Installation/Technical Training Department for over 30 Raymond James specific software
   programs.
 - Primary liaison to development team on RJ software to resolve/create fixes for new software bugs.
 - Traveled onsite to provide client/customer resolution when phone support not sufficient to resolve issues.



   Software Distribution Manager, USAA Insurance-Tampa, FL    (Contractor)                    July 1998-April 1999

 - Lead team in completion of 2,000 user token-ring to Ethernet swap-out conversion.
 - Worked as a team manager to assist in deployment of seventy Windows NT Workstations per day which
   included hardware installation and upgrades; software installation using SMS to "push" software through
   network.
 - Managed the launch of 1,200 user Microsoft Outlook 97 software rollout resulting in fewer email
   compatibility issue calls to help desk and software team.
 - Managed rollout of 150 new HP5 LaserJet printer installations, adding necessary peripherals when needed.
 - Maintained inventory tracking of assets in computers/laptops of ten million dollars.



   Operations Manager, Circuit City Stores Inc -Tampa, FL                                        February 1992-July 1998

 - Management: Interviewed, hired and trained staff  Responsible for all operational aspects
   of a 30 million-dollar a year electronics retail store.
 - Analysis: Monitored inventory stock levels, selling and merchandise trends to optimize customer service
   and maintain competitive edge in market area and maximize business profits for company.
 - Budgeting: Analyzed monthly store/department spending as related to advertising and operational targeted
   budget.
 - Marketing: Coordinated monthly sales and promotions that generated business and improved customer
   relations.
 - Communication: Excellent written and verbal skills, ability to interact well with varied personality types.
 - Training: Assisted in the development of new training guidelines for sales associates adopted and
    implemented Company-wide.
 - Sales: Assumed the role of Floor Manager to help motivate the sales team and drive the sales business to
   exceed the daily/monthly sales goals. 
 - Loss Prevention: Conducted daily loss prevention procedures to insure store integrity and maintain
   company profits.