Robert Ivil Email & Phone Number

Quincy, Massachusetts, United States

Human Resources and Billing

Weymouth, Ma

Annual Rainbow Camp Show Fund Raiser is a group raising money for a Non-Profit Organization the Rainbow Camp of Massachusetts Inc., located in Hansen, MA.  Responsible for developing theme, music selection, recruit cast members and production staff, conduct rehearsals, supervise production and administrative staff  Develop the script, conduct all rehearsals, instructs hair & make-up staff, design costumes, oversee set design & construction, and design playbill Manage all facets of the budget Responsible for the marketing and advertising on internet, cable, newsprint and local display Manage the solicitation of donations and ticket sales

Weymouth, Ma

Quincy, Ma

Customer Service Representative for the Dreyfus Institutional Transaction Processing▪ Answer shareholder phone inquiries for multiple geographic regions and companies (over 30) ▪ Educate shareholder\brokers on the 7 cost basis methods ▪ Process cost basis elections over the telephone ▪ Process mail-in cost basis election forms and W9 forms from multiple clients ▪ Provide quality control for the processing of phone and cost basis election forms and W9 forms ▪ Process, create, update and remove broker\dealer changes, broker identification numbers and matrix levels▪ Perform quality control for the daily As-Of Accountability reports ▪ Process maintenance on shareholder accounts and add mail verification project▪ Provide quality control for Dreyfus new accounts and maintenance: check writing, bank information, wiring instructions and process for wire \ check: redemptions, purchases, exchanges and transfers▪ Review pending financial purchases and redemptions

 Managed and developed various teams of Customer Service Representatives (86 CSR’s) Supervised the daily scheduling, maintenance and coverage of the ACD Operations for various call center (275 CSR’s)  Performed weekly observations, provided feedback, coached and obtained departmental service objectives Responsible for tracking daily absence records, FMLA and IB status (250 CSR’s) Used progressive disciplinary steps for unsatisfactory: attendance, behavior and work ethics (Union Contract) Handled and processed internal /external customer escalations and inquiries for immediate resolution (24 hr turnaround) Created, analyzed and maintained expertise in center volume management reports and performance data  Monitored and tracked department service level (93%), call force-outs (>2%) and center staffing objectives (93%)

 Served as the single point of contact (SPOC) on critical personnel issues for district Vice President Maintained and organized responses on personnel, work force, job requisitions, absences & operational records and data  Coordinated Management Alignment meetings for the VP Organization Assisted in the staffing and training activities of district new hires  Created, analyzed and maintained weekly Dashboard Analysis Report for Vice President (5 geographical centers)

 Functioned as the districts Absence Administrator for 6 Offices (260 associates) Maintained, analyzed and distributed daily, weekly, monthly and annual attendance reviews, disciplinary step activity and tracked the districts top absences (Management and Associate Employees) Monitored, followed up on and reported district FMLA and IB cases working with FMLA and MetLife (Objective >6%) Nominated and Recipient of the PEAK Progress Award for 2007 – Bronze Class Nominated in 2005 and a Finalist in 2006 for the Verizon Excellence Award: Absence Improvement Team  Worked on the reduction of Absences rates and in turn saved the organization $800000 a year in related absence spending Certified under the Absence Administration Program

 Responsible for Tier 1 Building: 185 Franklin Street Building, 18 Floors, 1600 employees Conducted and coordinated fire drills (twice a year) and evacuations (once a year) with Boston Fire Department Responsible for the training and development of 72 Floor Wardens  Monitored and maintained building continuity plans and strike contingency plans (26 departments)  Distributed, completed, organized and deployed all necessary emergency preparedness paraphernalia  Certified under the Emergency Preparedness Program

 Administered the orientation program for new hires to the corporation and department Successfully delivered organizational records and provided detailed analysis of data to District HR Specialist Developed HR reports and spreadsheets to track force, organizational and corporate hierarchical responsibility structure Maintained and provided daily analysis of acting managers, temp employees, RC lists and force movements \ adjustments

 Responsibility of maintaining and monitoring security for the Weymouth (North) High School building

 Provided assistance to shareholders and brokers by processing, maintaining and executing adjustments and inquiries Developed, implemented and delivered employee reinforcement training Expedited customer escalations to ensure penalties and monetary issues were resolved properly  Monitored quality assurance performance results and observation scores Contributed on the development of software systems and provided technical support for new and existing systems