Robert C. Grote

About Robert C. Grote

As a transformational and nimble leader with domestic and international experience, I employ an integrated approach that includes strategic planning, effective communications, financial strategies, and trusting partnerships to drive performance, business optimization, and revenue growth.Consider the following areas of expertise:Workplace Culture: A consensus builder, I unite team members by showing respect for individual talents and contributions, fostering a culture of collaboration and forward thinking to generate fresh ideas.Team Leadership & Development: I analyze and determine needs, hire the best talent, then leverage strategies and training to drive engagement that delivers peak team performance.Strategic Planning & Execution: I cultivate strategic partnerships to create roadmaps, ensuring that we have resources and talent to move forward. I work with members across the organization, as well as with vendors, contractors, and consultants to achieve targets.Operations & Logistics: I focus on details while maintaining a ‘meta’ view, continually circling back to ensure that strategies, policies, and initiatives align with objectives and are on track to deliver high-value outcomes.Sales & Business Development: I consistently grow territories, increase sales, and implement efficiencies to achieve time and cost-savings.Customer Service: I maintain a laser focus on my customer needs, realizing that their satisfaction is the differentiating factor for success and profitability in price-driven and competitive environments.Financials: I have managed operations with revenues of $60 million, secured and retained profitable contracts, and driven consistent growth and revenue. With extensive business success and a passion for delivering solutions, I am now poised to take on new challenges.

Experience

1. Manager of Customer Service

   MCE

   Apr 2024 — Present · Concord, CA, US

   I am proud to have built a super fantastic team in our service center providing a gold standard level of service while developing the team to grow through constant training in the areas of change management, Customer Service, and individual development. Teaching the team to focus on the customer\'s needs, not reading off a script has been critical to our team\'s success at retaining customers at the highest level in the industry. Weekly check-ins with the team, managing metrics, and supporting the team with challenging customers has been tantamount to our success. We have successfully transitioned from Zendesk to Salesforce, from In Touch to Ring Central and have expanded our inter-departmental communications with the Marketing Team, the Customer Programs team, and all of MCE. Our employee retention is at 100% due to our continued focus on employee development. I am proud of the work the team has done and how they have responded time and time again as changes have been thrown at them over the past couple of years.

Education

• California State University-Long Beach - Bachelor of Science, Business Management

  Bachelor of Business Administration (BBA), Business Administration and Management, General

  1982 — 1987

Skills

• Leadership
• Hotels
• Hospitality
• Hospitality Management
• Contract Negotiation
• Selling
• Start-Ups
• Profit
• P&L Management
• Strategy
• International Business
• Performance Management
• Crm
• Purchasing
• Budgets
• Forecasting
• Corporate Events
• Team Leadership
• Marketing
• Account Management
• Change Management
• Negotiation
• Sales
• Hospitality Industry
• Event Management
• Contract Negotiations
• Employee Engagement
• Key Account Management
• Meeting Planning
• Executive Management
• Business Planning
• Operations Management
• Business Strategy
• Inventory Management
• Coaching
• Sales Management
• Training
• Logistics
• Customer Satisfaction
• New Business Development