Dean Robinson

About Dean Robinson

A results-oriented professional offering progressively responsible managerial experience. Dedicated to meeting and exceeding the company mission while driving highly successful customer support, process improvement and quality initiatives to increase revenue, profitability and competitive advantage in US and global environments.Strengths include:Work Effectively with Cross-Functional GroupsPersuasive and Influential in Writing and Public SpeakingSpecialties: Personnel Leadership and MotivationInterpersonal and Communication SkillsEmphasis on Customer SatisfactionConsistent AchievementStrong Computer skillsIntegrity and Dedication

Experience

1. Director of Customer Operations

   Erin Condren Design

   Oct 2015 — Present · Austin, TX, US

   Established and launched center for customer excellence.Vendor management with international customer support center with 45 agents. Aligned support strategy and initiatives with business unit financial goals to achieve annual cost savings. Implemented global call tracking/management system, regional project management and client service initiatives.Standardized support center processes and introduced new methodologies and tools. Significantly increased efficiency and reduced customer response times.Reduced returns 33% and costs 20% by reengineering product return processes and procedures.Implemented customer satisfaction metrics and drove survey results into the organization for continuous improvement. Responsible for weekly and monthly analytical reporting.

Skills

• Cross-Functional Team Leadership
• Management
• Team Building
• Customer Satisfaction
• Team Management
• Customer Service
• Customer Retention
• Time Management
• Telecommunications
• Teamwork
• Call Centers
• Public Speaking
• Managed Services
• Process Improvement
• Account Management
• Customer Experience
• Solution Selling
• Leadership
• Vendor Management
• Sales
• Business Process Improvement