Robert Armstrong

About Robert Armstrong

Innovative Leader | Customer Champion | Operational AgilityMy journey started as a support engineer at Microsoft, a dream job for an incurable problem solver, gearhead & geek. I grew into team & program management, product lifecycle operations, & customer support leadership, developing an appreciation for creating value at the intersection of customers and technology.As an experienced customer support, services & program leader, I scale high performance organizations with a focus on operational excellence, leadership development, performance management, coaching and employee engagement to mature and optimize operational capabilities and create differentiated, proactive services aligned with brand value & business outcomes.Leadership• Develop & execute business and customer aligned strategic vision • Lead strategic, cross-functional programs across internal & external stakeholders• Manage, develop & lead global & remote teams • Foster high-performance teams, attract top talent and facilitate their growth through training, career development, coaching, & mentoringOperational Excellence• Drive operational rigor, optimize end to end, omnichannel service metrics, forecasting, capacity, workforce management (WFM), quality, training, escalation, & issue resolution workflows• Mature process improvement & best practice methodologies to achieve scale & create improvements in service quality, efficiency, and customer experience • Exercise analytical & critical thinking with problem solving to derive insight, drive customer & business value & inform process improvementTech-Enabled Service Models• Innovate and optimize tool & tech stacks to support and amplify the customer journey, service model and delivery roadmaps. • GPT, ZendeskAI, KB/KCS, Salesforce skill-based routing, agent workflow streamlining, SaaS test environments, application performance troubleshooting, & service incident status communications. Strengths:SaaS | B2B | B2C | Business Strategy | Technical Support | Program Management | Operational Management | Team and talent management | Service Delivery | Process Improvement | Lean Six Sigma | Team Building | Team Leadership | Cross-functional collaboration | Communication | Strategic Thinking | Operations | Customer Support | Call Center Operations #strategy #leadership #technology #customerexperience #customersupport #customercare #customerservice #operationalexcellence #operationsmanagement #opentowork #opentoconnect

Experience

1. Director of Product Support and Customer Experience

   Aya Healthcare

   Nov 2024 — Present · San Diego, US

Education

• Seattle University

  Masters of Business Administration degree, Marketing

• Harvard Business School Executive Education

  Executive Leadership program, athenahealth

• Western Washington University

  Bachelor of Arts, Business Administration

Skills

• Project Management
• Salesforce.com
• Dealing with Ambiguity
• Cross-Functional Collaborations
• Team Leadership
• Os X
• Salesforce Administrator
• Recruiting
• Crm
• Interpersonal Skills
• Analytical Skills
• Strategic Planning
• Software Development Life Cycle (Sdlc)
• UX
• Web Development
• Business Analysis
• Customer Experience
• Start-Ups
• UI
• Influence Others
• Saas
• Problem Solving
• Visual C#
• Business Planning
• Business Insights
• Cross-Team Collaboration
• Cross Functional Team Building
• Business Development
• Operational Improvement
• Business Process Improvement
• Go-to-Market Strategy
• Team Management
• Html5
• Critical Thinking
• Process Improvement
• Customer Service Management
• Analytics
• Leadership
• Operational Planning
• Business Strategy