Rod Robinson

About Rod Robinson

M••••••••@netzero.net

Experience

1. Field Manager

   Excel Office Services

   Sep 2015 — Present · Los Angeles, CA, US

   Scope:• Individual Contributor. Interfaces both internally within functional area (services) as well as with external customers in providing service that delights the customer. Primary Responsibilities:• Perform full range of maintenance on assigned products; including technical diagnostics, software loads, installation, removal, retrofit and customer call assistance.• Manage call activity; perform call close administrative requirements.• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.• Adhere to proper escalation procedures to resolve customer issues.• Provide customer training on assigned products in accordance with current field procedures.• Responsible for supportive participation in team functions and adherence to agreed-upon practices and procedures developed by the Team.• Primary focal point for service reps with customer and technical problem escalations. Assists and backs up Specialist.• Takes ownership for and resolves difficult or vulnerable customer situations using advanced customer relations skills.• Interfaces with senior level decision-makers within the customer account to apply retention strategies.• Takes leadership role to develop work management processes with service reps to maximize productivity.• Responsible for inspection of key business processes; Assists / performs CMP inspections, Parts management• Mentors others using coaching skills* to improve functional application, use of key business processes and skill certification preparation.• Proactively plans activity and manages service coverage to maximize personal and team productivity.• Uses role model facilitation skills to identify focus areas and initiate actions to improve business processes and results.• Provides training support as needed such as pre / post school learning’s.*• Role models continuous learning and mentors service reps.

Skills

• Business Development
• Team Building
• Management
• Project Management
• Technical Support
• Web-Based Systems
• Social Media
• Lean Six Sigma
• Process Improvement
• Program Management
• Digital Printing
• Customer Satisfaction
• Training
• New Business Development
• Physical Security
• Outlook
• Xerox Printers
• Account Management
• Aircraft Systems
• Veterans
• English
• Social Networking
• Public Speaking
• Customer Service
• Microsoft Word
• Electronics
• Computer Repair
• Team Leadership
• Security Operations
• Coaching
• Leadership
• Strategic Planning
• Shuttle Service
• Powerpoint
• Microsoft Excel
• National Security
• Microsoft Office
• Sales