1. Robinette Lance 314.805.1792
8822 RiverviewBlvd St. Louis,Mo 63147 robinettew@yahoo.com
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Education:
Webster University- Masters in Business and Administration (MBA)
Southern Illinois University - Bachelor of Science: Finance (BS)
Professional Summary
Strong customer service commitment and experience to help company attain goals
Excellent analtytical and problem solving skills
Excellent written and oral communications skills
Strong organization skills, time management skills and attention to details skills
Ability to make decisions and work well with others
Skills to develop & manage effective processes
Strong interpersonal and conflict management skills
Ability to maintain confidentiality and appropriately handle sensitive information
Experience to coordinate multiple projects effectively while meeting mandatory deadlines
Ability to adapt well to a new environment
Familiar with small business operations and business law
Experienced in presentations
Ability to understand and develop detailed reporting
Ability to manage multiple projects and work processes in a timely fashion
Project management experience
5 plus years of supervising staff
Work Experience
Wells Fargo Advisors/KForce-AML Compliance Investigator February 2016-Present
Responsible for conducting Enhanced Due Diligence reviews on existing high risk clients. Work with key
business partners to help identify and mitigate AML compliance and regulatory risk associated with
onboarding or growing relationships with the firm’s highest risk population.
 Monitor 3rd party reporting software that sends alerts of clients who are flagged for negative news
or potential politically harmful developments.
 Review the alerts to verify if the alerts match/pertain to the client. If a match is found, send the
findings via email to the reporting team.
 Review internal client account documentation, external supporting documentation, and third party
vendor informational sources.
Ameren Missouri-Supervisor, Customer Contact Center November 2012-September 2015
Responsible for the assignment of work to do and the direction of a team of Customer Care Advisors, as
well as day to day operations of a 24 hour contact center with a peer group of other supervisors. Also
responsible for handling escalated customer issues and serves as a resource to employees in the
department. Attended daily meetings with management to discuss department updates and issues.
Provided monthly report to manager.
 Coordinated and supervised the daily activities of up to 28 customer service staff in call center
 Set team performance metrics in quality, phone time, service levels, AHT, hold time, etc.
 Ran the daily operations of the contact center through daily interaction with management and
staff
 Coordinated with other supervisors to ensure meeting department goals and KPI’s

2.  Identified and resolved operational problems and issues using processes,expertise, and judgment
 Conducted annual performance reviews for customer service staff
 Provided positive coaching and feedback for the successfuldevelopment of customer service staff
 Administered discipline in the forms of coaching, verbal/written warnings, suspension and
termination
 Dealt with internal and externalcustomers during dispute resolution and escalated calls
Wells Fargo Advisors/KForce-Cost Basis Financial Analyst October 2011-November 2012
Responsible for ensuring that cost basis information on client accounts was correctly updated for tax
reporting using interactive data.
 Calculated wash sales and update cost basis on client accounts, gifts and inheritance
 Researched and located out of balances on client accounts
 Used 1099 statements to assist with correction and update of customer accounts
 Update information on large corporate action accounts (mergers,acquisitions, splits, reverse
splits, gifts).
 Research historical data relating to cost basis information for assets
 Review reports and provided assistance to other departments relating to IRS reporting
Edward Jones/PEG=CostBasis Coordinator April 2011-October 2011
Responsible for ensuring that cost basis information on client accounts was correctly updated for tax
reporting as the accounts transferred in from other financial institutions.
 Update cost basis information on assets transferring in and out of company
 Review reports and provided assistance to other departments relating to IRS reporting
U.S. Census Bureau - Supervisor/Recruiter/Partnership August 2009-July 2010
As a member of the 2010 Census, I was responsible for supervising a team of enumerators that went door
to door collecting census information from non-respondents. I worked with various organizations in the
community to encourage participation from respondents.
 Supervised a staff of 22 Census Bureau enumerators
 Interviewed, hired, trained, developed and coached field enumerators
 Attended weekly management meetings to communicate field completion status
 Initiated testing for potential candidates; followed up with results
 Responsible for corrective action and termination of staff not meeting standards
 Extensive experience processing payroll and new hire packets
 Responsible for interviewing and hiring customer service staff
Anheuser-Busch Companies, Inc. – Accountant October 2000-June 2009
Responsible for the accounts payable for various breweries,ensuring timely payments to hundreds of
vendors. Reviewed purchase orders and invoices for compliance.
 Administered 500 accounts while processing 2000 payments a month on time in accounts payable
 Managed external account information and purchase orders for all plant vendors and suppliers
 Researched invoices, prices and purchasing information for verification
 Handled vendor issues effectively and soundly using established practices
 Communicated the status of various accounts with internal and external customers
 Verify documents for completeness and make entries to internal/external accounts
 Perform month-end analysis of expenses for various cost center areas
 Prepare and analyze monthly financial reports and statements

3. YMCA – Member Services Supervisor January 1999-January 2000
Supervised member service staff ensuring that customer’s received great customer service.
 Interviewed, hired, trained, developed and coached customer service staff
 Developed and implemented management tools that helped to improve customer service
 Meets all customer’s expectations by providing responsive and excellent value added service
 Attended weekly management meetings to communicate department status
 Responsible for the customer service department’s peer review that received a score of 98%
Professional and Community Organizations
Delta Sigma Theta Sorority, SLA Chapter,Committee Chair 2005-Present
The St. Louis Delta Foundation, Board Member 2012-Present
Toastmasters International, Treasurer 2009-Present
Professional Organization of Women, Committee Chair, Treasurer 2004-2010
Computer Skills
SAP,ORACLE,PeopleSoft, Avaya CMS, Verint, OAS, IVR,CSS, Windows SmartStation and Beta,MS
Office (Word, Excel, PowerPoint,Outlook, Access),QuickBooks, 10-Key, TLE