Robert Yozzo Email & Phone Number

East Providence, Rhode Island, United States

Responsible for managing life safety & physical security activities for North America facilities. Responsibilities include oversight and management of contract security staff and the buildings critical security systems (access control, CCTV and Alarm). Accountable for developing and implementing security & life safety procedures and standards to ensure compliance with Santander's policies.Develop, analyze, implement and oversee short-term and long-term strategic business processes and plans to increase operational efficiency, meet strategic vision and achieve financial goals. Develop, present and implement business case recommendations and tactical/operational strategies based on analysis of global and industry trends, company objectives and key stakeholders. Manage, identify and develop strategic partnerships with business functions, management, and other internal/external stakeholders. Identify and analyze the company's strengths, weaknesses and business opportunities to advise management and optimize business strategies.

Dorchester, Massachusetts, United States

Promoted to lead a Security Fusion Center. Lead, recruit, and mentor team of Security Intelligence Analysts. Inspire team to identify, investigate and mitigate potential threats to bank and bank assets such as branches and ATMs. Coordinate Critical Event Management and risk intelligence activities.• Reduced non-actionable intelligence by 80% allowing analyst to give attention to actionable information.• Collaborated with Corporate Security team and implemented new tools and efficient processes.

Hopkinton, Ma

Directed staff who monitors Dell EMC security systems and processes globally. • Crafted new processes to ensure traveling employee safety during the Coronavirus Pandemic.• Minimized losses by quickly recognizing and acting on potential hazards.

Hopkinton, Ma

Conduct root cause analysis of Dell EMC security systems and processes. Selected for my leadership, communication and relationship building skills to train new hires. October 2019 Employee of the Month.

Worcester, Ma

Accountable for driving growth and building market position by researching, prospecting, educating, developing, defining, negotiating and coordinating the closing of new business partnerships aligned with IDI’s business strategies and growth objectives. • Selected for newly created role based on ability for creative and strategic thinking. • Conceptualized tactical plans to execute strategic initiatives allowing customers to access product more easily.• Influence leaders to consider strategic opportunities and directions.

Worcester, Ma

Lead a team of seventeen Rating Specialists who are responsible for providing individual disability premium quotes to prospective corporate and individual clients. Due to my leadership experience, I was selected to lead a team with challenges related to quality and professionalism. My leadership has guided the team to quality results that are now exceeding expectations and a level of respect they did not previously have.• Identified performance metrics most valuable to gauging the success of the team. With the team informed and focused on these metrics and my skills related Design Thinking and LEAN Six Sigma, they quickly began to perform at a high level not seen before my leadership. With less staff, improved processes and clear expectations, the team increased production by 5% 2013 to 2014. Year over Year, in the first quarter of 2015, production results are up 14%.• Launched quality assurance program resulting in 90% reduction in errors and less rework.• Act as a liaison between business areas and IT partners to negotiate the prioritization of business system requirements.• Recognized as a high performing, high potential leader and awarded with a trip to the ASPIRE Conference at Disney World.

Worcester, Ma

Led a team of eight Risk Underwriting Specialists. Effectively supported broker, corporate client and policyholder needs by identifying and taking advantage of operational efficiencies. Immediately engaged in continuous improvement initiative.• Constructed and implemented strategies, procedures, training, quality standards and consistency of practices among teams, resulting in reducing turnaround times from 4 days to 2 days.• Engineered reporting mechanisms to effectively monitor and identify opportunities to adjust processes and eliminate redundancy using Lean Six Sigma methodology. • Used Six Sigma techniques to optimize workload balancing and use of staff time. Created strong team relationship and cross functional partnerships.

New Castle, De

A $66B banking firm with world-wide presence. Managed team of sixty people (thirty on-shore and thirty off-shore) in Global Transaction Services division. Worked with Fortune 500’s, handling complex documentation. Coordinated global account activities.• Successfully migrated an operation from Fort Lauderdale, FL to New Castle, DE. Used team building techniques to create a high performance team.• Managed Operational Process, Maximizing Productivity. CitiGroup was preparing for an audit, with a hastily- created process, heavy on controls, minimizing efficiency. Examined process, created solution to revise document distribution and ensure bank policy and country regulations are followed consistently. Enhanced productivity, reducing unproductive labor costs by 62%, and saving money. • Implemented Tools to Retain Partners. CitiGroup, business partners had a negative view of team due to unresponsiveness and lack of proper communications. Implemented tools to document issues, monitored communication, and met internally to introduce new communication procedures. Retained key partners and reduced complaints 90%.• Created Impactful Work Flow Process. CitiGroup needed a manager for a new and inexperienced department- relocated from Florida. Implemented work flow model by utilizing a LEAN Six Sigma concept, allowing staff to service any client. Balanced productivity, resulting in 20% increase in efficiency. Improved morale, reducing turn-over.• Encouraged world class customer service by introducing call center tools to gather information, coach and train Operation Analyst, set and achieve service goals. Introduced metrics to gauge the success of the team.

Wilmington, De

A $31B Insurance company. Managed sixty five professionals in Personal Market Claims division. Handled operational support/ administrative functions for Mid-Atlantic Region. Administered budget, expenses, and daily operations to ensure efficiency. Supported daily operations of Bodily Injury, No Fault, Property, Physical Damage, Total Loss, Special Investigations Unit, Automobile Appraisers and Administrative Support Units. High level of priority placed on providing outstanding levels of customer service.• Built Process Increasing Revenues. Liberty Mutual had few metrics in place, and lacked methods of communicating existing ones to team. Initiated meetings with managers to determine how to gauge success. Built methods for capturing data, and accomplishing goals. Increased claim processing and client satisfaction ratings. Enhanced profitability.  Reduced Staff, Increasing Efficiency. Liberty Mutual experienced operational issues with seven claims offices and their administrative staffs. Proposed and re-structured the reporting system, by streamlining processes. Implemented plan company-wide. Reduced staff by 40% and increased efficiency by 10%.• Enhanced Customer Service. Rolled out NICE call monitoring and AVAYA CMS systems to 200+ employees and created a process to effectively use the tool. Re-structured call routing system and improved calls answered by 50%.• Revised claims processes to create more effective workflow, increasing productivity and customer satisfaction. LEAN concepts used to ensure efficiency of new processes while continuing to comply with Sarbanes – Oxley and Office of Foreign Assets Control (OFAC).• Successfully completed the Senior Claims Law Associate courses offered by the American Educational Institute.

Boston, Ma

Accepted invitation to manage in their Personal Market Claims division. Excelled at managing the statistical analysis of insurance data. Created and monitored processes for the bodily injury settlement trends. Accepted offer of advancement.• Influenced bodily injury claim settlements using statistical analysis of previous claim history. • Successfully communicated complicated statistical analysis to all levels of the operation.• Guided senior management on methods to fairly settle bodily injury claims without adverse effects on the business.

New York, New York

Insurance company, specializing in the Voluntary Benefits division. Created and automated product and operational reporting and analysis to assist in profit growth and implementation of more efficient processes. Primary responsibility was for the success of the Group Universal Life product. Also expanded my knowledge and provided expertise to auto, long term care and voluntary dental. Created and monitored processes for direct marketing trends. Streamlined market expenditures while increasing premium profit growth using database-marketing disciplines.• Reduced marketing expenses. MetLife was required to send the same message to all eligible employees. Expensive marketing kits were being used. Using target marketing techniques, my analysis led to using more expensive kits only for those most likely to participate and less expensive, with the same message, to demographics less like to purchase. This led to a 50% reduction of marking expenses.Developed the concept of an Access database used for the comparison of cost vs. results of direct marketing efforts. This tool ultimately derived at a Return on Investment.• Improved efficiencies. Created and implemented a Balanced Scorecard resulting in enhanced operational productivity. Educated department associates and managers in the understanding of the key metrics that drive the business. In addition, this served as a successful team building activity.

Edison, Nj

Led a team of approximately 30 Customer Service Representatives in assisting individual life insurance and annuity customers with inquiries regarding the potential fraud related to the sale of their contracts. Provided coaching to enhance customer service skills of the call center.• Created and conducted customer service and product training in a call center environment. • Delicately explained details of various life insurance and annuity contracts to clients engaged in a class action lawsuit. • Selected to build a third party arbitration team to evaluate ongoing customer complaints regarding life and annuity contracts.• Registered Representative successfully completed Series 6 and 63 exams.

Education record

Activities and Societies: Varsity Wrestling. Cross Country.

Bs, Law And Justice

Activities and Societies: Phi Kappa Psi fraternity, Varsity wrestling