Robert Rob Parker

About Robert Rob Parker

With over twenty four years of experience in operations management, I am passionate about delivering excellent customer service, optimizing business processes, and leading high-performing teams. My most recent work was as an Associate - Vendor Management Operations at Avant, a leading online lending platform that provides innovative and accessible financial products to underserved consumers.In my role, I assisted the Core Site Operations Leader in managing our outsourced partner teams in our Business Process Outsourcing (BPO) sites in Manila, Philippines and Montego Bay, Jamaica. I was responsible for reporting, invoice verification, onboarding, and offboarding for the staff in this group, who handled core product offerings for Avant, such as credit card and installment loan originations, customer service, and collections. I leveraged my skills in leadership communications, goal setting, and process improvement to ensure quality, efficiency, and compliance in our operations. I also collaborated with corporate and local stakeholders to ensure smooth transitions and coverage of staffing levels during changes in business needs.

Experience

1. Cx Manager

   One Inc

   Feb 2024 — Present · US

   Support a team of customer service professionals in all day-to-day responsibilities, including answering phone calls, emails and following up on cases. Coach call center staff through challenging customer service issues Analyze call center data, root cause analysis, product performance and prepare reports for upper management. Evaluate staff and process effectiveness and performance. Ensure all processes are enabling all staff members to achieve desired service levels, unit cost objectives and take corrective action, as needed Lead team, project and process meetings Prepare work schedules, process flow documentation, meeting notes, project plans and budgets Develop and maintain relationships with internal and external stakeholders, including customers, vendors, and partners. Minor facility operation and administrative tasks

Skills

• Wireless
• Workforce Management
• Contact Centers
• Product Launch
• Marketing
• Management
• Team Building
• Voip
• Call Centers
• Account Management
• Team Leadership
• Employee Benefits
• Cross-Functional Team Leadership
• Marketing Strategy
• Business Process Improvement
• Vendor Management
• Voice Over Ip (Voip)
• Operations Management
• Sales Operations
• Customer Retention
• Customer Service
• Wireless Technologies
• Process Improvement
• Telephony
• Sales
• Customer Experience
• Selling
• Leadership
• Sales Management
• Customer Satisfaction
• Training
• Call Center Development
• Recruiting
• Broadband
• Coaching
• Telecommunications