Robert Wallace III

100 S. Main St. #215 a Duncanville, TX 75116 a (214) 263-6860 a rwf94572@westpos

t.net
PROFILE
Hands-on Manager offering extensive experience with leading financial services /
banking organizations and strong background reflecting consistent career progre
ssion and achievement of objectives. Impressive track record of major contributi
ons on behalf of every employer and improving operational performance, productiv
ity, and customer satisfaction. Areas of expertise include client services, lock
box operations, call center management, cash processing, and project management.
Dynamic leader talented at developing and training teams of professionals in ac
hieving targeted goals and delivering excellence in customer service.

PROFESSIONAL EXPERIENCE
AETNA 2010-Current
Customer Service ----training on medical terminology, healthcare tools, insuranc
e plan provisions, and associated systems to resolve provider inquiries.(In-trai
ning).
SELF-EMPLOYED, Duncanville,TX 2008-2010
Data Entry Provider
Prepare invoices and input numerical data in various and assorted formats for na
tional companies.
Adhere to complex instructions and timeliness guidelines.
Verify work quality to ensure submitted documents do not fail system edits.
JPMORGAN CHASE, Dallas, TX
2000 a" 2008
[Largest banking institution in U. S. by deposits and market capitalization with
$116.4 billion in annual revenues.]
Vice President / Manager
Assumed chief leadership and management accountability for National Lockbox Clie
nt Services and 6 processing sites nationwide as well as Call Center Operations,
Investigations, and Post Migration Support.
Trained and developed teams of up to 50 staff members, supervisors, and managers
.
Functioned as client and corporate liaison to identify and correct problems, red
uce and streamline overhead expenses, increase productivity, revamp and improve
operations, and resolve quality issues.
Oversaw Call Center volume of 5,000-6,000 calls per month.
Developed and implemented low touch migration program to facilitate transition t
o new RemitOne processing system for corporate clients; acted as key point-of-co
ntact and subject matter expert for 15,000 lockbox clients throughout entire mig
ration process.
a" Accomplishments & Contributions
Delivered exceptional Post-Migration Support that earned corporate recognition f
or devising low-touch methodology that enhanced migration process and minimized
client impact.
Selected to lead multiple large-scale projects, including migration of more than
15,000 clients to new capture system and relocation of call center function fro
m Dallas to Milwaukee; completed all projects ahead of schedule, under budget, a
nd with no impact on clients.
Won numerous awards and accolades for outstanding leadership and customer satisf
action, including 15 Service Stars and consistent high-performance ratings.
Enhanced organizational performance and improved departmental metrics by 8% thro
ugh headcount reduction and cost-cutting process improvements.
Continueda

Robert Wallace III Rsum / Page 2

FIRSTPLUS FINANCIAL / WESTERN INTERSTATE BANK, Dallas, TX 1998 a" 2000
[Onetime largest mortgage company in U.S. serving as provider of home equity and
line-of-credit loans.]
Assistant Vice President
Managed all payment processing of lockbox exceptions, return items, account adju
stments, and aPay by Phones.a
Supervised 15 team members and played key role in all aspects of staff developme
nt, human resources, performance reviews, screening, and training.
Handled daily operations, including general administration, staffing, payroll, a
nd quality assurance.
Created and enforced policies and procedures to maximize performance efficiency
and customer satisfaction, streamline operations, and meet strict deadlines.
a" Accomplishments & Contributions
Streamlined operations and improved productivity by removing redundant payment p
osting processes.
Established top-performing Payment Processing team and gained respect of employe
es and buy-in for new policies and procedures through extensive mentoring, motiv
ation, and communication.
Led departmentas achievement of multiple Top Group of the Month awards for produ
ctivity.
EDUCATION & TRAINING
Texas A&M, College Station, TX
Finance Studies
Supervisory / Management Skills Training
Customer Service / Client Support
Communications / Interpersonal Skills