Robert L.

WORK HISTORY

EDUCATION

ABOUT ROBERT L.

KEY STRENGTHS Highly Effective Contact Center Operations Leadership, Proven Sales Management, Committed Coach/Mentor, Committed to Customer Service, Master of Change Management, Creative Scheduling, and Budget Management. I am a well-seasoned Contact Centre and Sales professional with 25+ years of Client Contact Centre experience. My experience and commitment to the business, clients and employees always comes first. Through effective coaching/mentoring of team members I have consistently excelled in numerous KPIs and Sales results. My most recent success story was using my 5+ years of Small Business Sales experience to take my team from a third-place national standing to the number one spot. I have successfully managed teams of 5 employees to over 700 employees both in management and non-management roles. With effective communications I have had successful working relations in both union and non-union environments. I have dealt with many experiences with my staff, from changes in roles/tools used by my team to retirements. With high emphasis on employee support I have managed my team members during the unfortunate times of a team member homicide as well as a suicide while still maintaining strong business results. My experience has allowed me to become proficient in MS Word, Excel, Outlook, PowerPoint, ACD Meridian/Max, IEX, TCS, Salesforce, plus many other contact centre tools. Over the course of my career I have managed technology changes, base/location closures/start-ups, company mergers, aggressive lay-offs to aggressive hiring and the coordination of subsequent training. I have seen firsthand how negative experiences such as the impact of 9-11 can have on the travel industry while working in the airline industry. I have seen the positive impact and excitement for consumer buying with the launch for new products and tools. What ever the event I welcome the challenge and take pride in the development of teams to support what ever scenario they may face.