Robert Stevens, Jr. Email & Phone Number

Carmel, Me, Us

Belfast, Maine

Lead developer for automated processes and system enhancements including:• Invoicing• Payment Processing• Data delivery and reporting analysis

• Established corporate policies for employee benefits and compensation programs, aligned wage ranges and banding of exempt and non-exempt occupations to local markets, managed travel reimbursement and employee relocation plans, and liaised with federal and state labor agencies.• Developed annual compensation strategies for fiscal budgetary control and counseled managerial compliance during the performance appraisal process.• Maintained and facilitated company safety and productivity incentive bonus program.• Leveraged technological skills and abilities to produce compensation performance analytics for all business segments within the organization.

• Provided business performance and scorecard reporting for U.S. Card Services call centers.• Developed and implemented interactive database for tracking national call quality and efficiency.• Compiled statistical data and analysis for U.S. Card marketing strategies.• Conducted end-of-month performance based reporting for associate incentive program.

• Reduced labor costs by automating daily department reports to refresh with system updates from the previous evening. • Provided monthly analysis for FTE staffing levels and account load recommendations.• Audited and maintained user logon access, security levels and network access for internal compliance requirements.• Managed the efforts of departmental payroll personnel.

• Ensured service level agreements were met for enterprise system in regional call center.• Communicated updates and system reporting to regional business management.• Programmed multiple calling strategies for automated dialing system.• Presented with MBNA annual award for Innovation (2000).

• Conducted functionality testing of new enterprise system (LPW) from development phases in UAT (User Acceptance Testing) through rollout in regional call centers.• Validated system builds and upgrades for new enterprise system (LPW) through detailed scripted testing.• Developed education modules for new enterprise system (LPW) and facilitated training sessions to associates.

• Negotiated payment arrangements for customers with past due accounts via inbound and outbound phone calls.• Mentored new associates on best demonstrated practices for customer service.• Achieved Top Performer award for performance results in 11/1999 and 12/1999.

Mba, Business

Bs, Business Administration

*BS Business Administration with a strong focus on Finance and Economics. *Graduated with High Honors (3.86 G.P.A.).