Robert K. Timlin

About Robert K. Timlin

I am a Senior Customer Success Executive and Operational Leader with 20 years of combined sales, service, and support experience. I demonstrate success in implementing management structure, operational processes, and KPI metrics to elevate organizational performance. I stood up and trained an entire 40-member team to take over all US and Canada location service/support roles, performing customer service, operations, and white-glove outreach.I am adept at leading team members as a player-coach and managing large client loads while offering high-touch service. I managed $30M in annual sales by growing the team to 40 members comprised of 25+ in inside sales, 7 in outbound sales, and 8 in tech support.I have a proven record of expanding existing client relationships/accounts while cultivating new business through consultative outbound/inbound sales efforts. I increased sales from $200K per month to a peak of $750K by implementing outbound dial minimums and lead activity metrics.I develop business strategies to serve both external and internal clients as a collaborative and creative problem solver. I acted as the company’s Voice of Customer steward by leveraging CRM data and analytics to advise stakeholders and highlight opportunities. I also implemented customer complaint tracking and resolution before conducting a post-mortem analysis. Lastly, I have a reputation as a people-centric leader who leaves every department/role better in terms of culture, people, and results.Core Competencies:Process/Productivity OptimizationGoal Oriented/Results OrientedKPIs and ROIsB2B/B2CCoaching & MentoringTraining & DevelopmentCustomer-CentricCRM/Customer SuccessOrganizational LeadershipCulture Champion

Experience

1. Executive Director of Inventory and Logistics

   The Princeton Review

   Jan 2018 — Present · Olyphant, PA, US

   I currently direct global product distribution and logistics for the international post graduate test preparation company. I have exceled as an organizational leader through 3 successive merger & acquisition transitions of the company. I was offered several new executive positions in lieu of layoffs and position eliminations. I have demonstrated value, grit, and dependability throughout my tenure by accepting responsibility and consistently delivering results. Highlights of accomplishments in this role include:• Manage $750K-$1.2M in monthly inventory and logistics for printed test preparation books.• Introduced first-ever cost analysis shipping and paper quality determinations.• Saved $1.5M in one year and lowered the cost per book through expanded vendor relationships and by conducting inventory trend analysis to smooth supply and demand.• Reduced overnight shipments by 50% through a ticketing system that saved hundreds of thousands of dollars annually.• Implemented just-in-time inventory management and interdepartmental forecasting to reduce warehouse space/storage costs.• Project managed forecasting model creation for just-in-time inventory management and customer focused order fulfillment system to optimize profitability and customer satisfaction.

Education

• University of Scranton

  Bachelor of Science, Business Marketing

• Wilkes University

  Master of Business Administration - MBA