Robert Overton, SHRM-CP

Experience

• 

  Chick-fil-A-Franchise

  Jun 2007 - Jan 2010

  Manager
• 

  Bank of America

  Jan 2010 - Oct 2020

  Monitored key performance indicators (KPIs) across multiple organizations within Life & Specialty Servicing, including Estate Servicing Operations, Consumer Anti-Money Laundering, Unclaimed Property & Escheatment, and Safe Deposit Box operations. Analyzed data to identify business risks and process inefficiencies, creating remediation plans to address gaps.Led projects to optimize compliance defect tracking and streamline communication of findings across various departments. Designed and launched SharePoint sites to enhance metric monitoring and data collection. Authored the Horizontal Controls Standard Operating Procedure (SOP). Show less Led the Quality Assurance division within the Regulatory Complaints Transformation, Quality, and Enablement organization. Oversaw a team responsible for monitoring the accuracy and quality of post-close responses to escalated customer inquiries regarding mortgages, credit cards, and deposit accounts. Focus areas included:Ensuring research and documentation accuracy.Adherence to internal procedures, laws, and regulatory requirements (CFPB, OCC, etc.).Communication quality to regulatory entities, public officials, and attorneys general.Monitoring letter quality, response accuracy, call handling, and overall customer service.Led initiatives to improve process quality and efficiency based on QA/QC trends. Developed test scripts and ad-hoc reporting to assess process performance and communicate findings to senior leadership. Created the Identify & Escalate tool to proactively address process gaps and potential risks. Additionally, assisted in drafting SOPs, led employee training, and championed employee engagement and mentorship. Show less Conducted research on escalated mortgage inquiries and performed quality control tests for the Office of the CEO and President. Focused on pre-service and post-service performance, with key areas including:Ensuring research and documentation accuracy.Compliance with internal procedures, laws, and regulations (CFPB, OCC, etc.).Communication with regulatory entities, public officials, and attorneys general.Evaluating letter quality and response accuracy.Developed ad-hoc reports to monitor and analyze test results, providing actionable insights to the business. Actively contributed to projects aimed at improving overall quality and operational efficiency. Show less

  • VP, Senior Business Control Specialist

    Jul 2019 - Oct 2020

  • VP, Senior Operations Manager

    Jan 2016 - Jul 2019

  • AVP, Quality Analyst

    Jul 2010 - Jan 2016

  • Teller Operations Specialist

    Mar 2010 - Jul 2010

  • Teller

    Jan 2010 - Mar 2010
• 

  Gateway Church

  Oct 2020 - Oct 2021

  Campus Operations Director

  Responsible for overseeing all operational aspects of the Frisco campus. Led a dynamic team while managing key areas such as budget oversight, employee relations, onboarding, communications, hospitality, events, live production, facilities, food services, and the campus café and bookstore. Also served in a ministry capacity for weekend services and on-call pastoral support.

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  Pais Movement

  Jan 2022 - Apr 2023

  Director, Ministry Operations

  Initially recruited to manage the organization's finances, quickly promoted to oversee all business operations, including non-profit management, registrations, and office management, functioning in a executive role. Responsible for leading key departments such as finance, human resources, training, media, and communications.Spearheaded initiatives to enhance operational transparency and business practices. Drove continuous improvement in business processes to increase efficiency and proactively address human resources challenges. Directed the organization's financial management, donor relationships, and fundraising efforts.Mentored international directors to support business operations, financial management, and fundraising strategies. Show less

• 

  Seed Company

  May 2023 - now

  As an People Operations Lead, I specialize in driving HR initiatives that align with organizational strategy and goals. With a strong focus on operational efficiency and continuous improvement, I provide insights, guidance, and direction that enhance the overall effectiveness of HR functions. My role is to support the development of HR priorities, maintain critical tools and systems, and ensure best practices are leveraged across the organization.Key Contributions:HR Thought Leadership: Partner closely with the people domain leadership team to deliver operational excellence and support strategic HR initiatives.Data-Driven Decision Making: Utilize HR analytics to assess and improve the effectiveness of HR strategies, ensuring data-driven insights inform key decisions.Process Optimization: Develop and implement scalable processes, methodologies, and tools to enhance HR operations throughout the employee lifecycle.Project Management: Lead HR process improvement projects, focusing on strategic initiatives that drive organizational success.HRIS & Systems Oversight: Manage the HRIS infrastructure, dashboards, SharePoint, and other critical tools, ensuring they support HR and staff needs efficiently.Travel Risk Management: Oversee the organization's duty of care for business travelers, developing a robust travel program to address potential risks proactively.Workplace Operations: Provide leadership for workplace and office operations, including off-site rental agreements, and ensure the smooth execution of office events.Safety & Risk Management: Implement proactive strategies for safety, security, and health, managing workplace risk factors effectively.Budget Management: Oversee the operational budget for the people domain, ensuring resources are allocated efficiently and effectively. Show less As an HR Analyst, I specialized in collecting, compiling, and analyzing HR data to inform strategic decisions that drove workforce retention and engagement. My role was to provide actionable insights that supported the development of a high-performing, global workforce.Key Contributions:Data Collection & Analysis: Gathered and analyzed HR metrics from various sources, including HRIS, surveys, exit interviews, and industry data, to identify trends and inform HR strategies.Policy & Process Improvement: Provided data-driven recommendations to enhance organizational culture, improve recruitment and retention, and ensure compliance with employment laws.HR Dashboard & Reporting: Built and maintained the HR dashboard, delivering analytical support to HR leadership through data analysis, reporting, and metrics tracking.Budget & Staffing Support: Assisted HR leadership in planning staffing needs and managing departmental budgets based on analytical insights.HRIS & System Administration: Served as the subject matter expert in HRIS (ADP), resolving system issues and optimizing system functionalities.Market Surveys & Compensation Analysis: Interpreted market benchmarking surveys to identify trends, and analyzed compensation processes to ensure competitiveness and efficiency.Employee Benefits Research: Researched and recommended updates to employee benefits programs.Workforce Trends Monitoring: Stayed informed on economic conditions, labor market trends, and other factors impacting HR practices, ensuring the organization remained ahead of the curve. Show less

  • People Operations Lead

    Jun 2024 - now

  • Human Resources Analyst

    May 2023 - Jun 2024