Bob Hodgin Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Raleigh, North Carolina, United States

Spearheading the daily operations and strategy of a legal outsourcing team, I cater to a major law firm with 62 attorneys, driving and sustaining customer loyalty. In this capacity, I orchestrate concierge service for private attorneys practicing corporate, patent, immigration, labor & employment, government relations, real estate, bankruptcy, torts, and tax law, among others. I also directs 4 service professionals offering courier services, copy production, administrative services, package and mail processing, reprographic production, hospitality services, and reception services for attorney clients.Overhauling an underperforming operation with frequent turnover, I stabilized operations and garnered positive client feedback from all 62 attorneys and senior-level management alike. I achieved this by establishing an environment of trust and excellence, celebrating a high annual retention rate of 75-100%. Other key contributions: ★ Playing a key role in the automatic renewal of two 3-year contracts valued at ~$4M ★ Coordinating catering and services for hospitality events such as the International Blue Grass Festival, hosting lieutenant governors, heads of state, and other high-profile individuals, drawing ~150-250 guests ★ Overseeing the operational and strategic management of client relationships ★ Identifying growth opportunities to solicit additional labor or increased service levels ★ Raising the profile of the organization, frequently traveling across 3 locations to train new managers, present at job fairs, and represent the company ★ Rolling out continuous improvement processes to resolve quality issues, employee morale, and pervasive ineffectiveness by leveraging consistent leadership, sound management, and solid decision-making day-to-day ★ Eliminating client complaints, down to zero from 4-5 escalated issues weekly

Raleigh, North Carolina

As branch manager, I led overall sales performance, customer satisfaction, and operational effectiveness of a $4M+ operation, ranking in Top 1% of the company in annual sales YOY while achieving 120% of sales goals thrice annually. I fueled sales from $2M to $4.75M+, increasing revenue by 40% through strategic change and operational improvements. Other key contributions: ★ Coaching, training, and inspiring 10 professionals to achieve peak performance ★ Launching strategic sales and marketing initiatives including fresh marketing collaterals to drive store traffic ★ Transforming retail branch operations including P&L, inventory control, facility management, and fleet management★ Championing safety throughout the branch and for drivers, holding 12 safety meetings and training events annually ★ Remediating product waste by facilitating training in mixing quality and accuracy, saving ~$50K annually ★ Reducing escalated complaints by 50% by course-correcting ubiquitous quality issues

Rtp & Charlotte Nc

During my time at Pitney Bowes, I catapulted sales, driving a profitability increase of 25% and reaching $3.4M annually. This spawned steep growth from 15 to 54 employees in <2 years across two locations. I also streamlined the operation by eliminating redundant positions, yielding savings of $200-300K annually. Other key contributions: ★ Delivered on-site services to IBM, managing their mail package processing of 450+ pieces, printer/copier fleet, and 5 copy centers ★ Landed an IBM package delivery contract from an on-site competitor, generating $1M+ in new revenue★ Improved customer satisfaction ratings from 75% to 95% in 9 months★ Bolstered customer service, creating a customer comment card program, customer focus groups, team scorecards, and customer equipment training curriculum, enabling the site to drive consistent, positive customer feedback★ Achieved a gross margin profit level of 30%+ by ensuring the accuracy of all accounts payables items and accounting for previously overlooked customer billing on the P&L★ Led root cause analysis to identify core problems and issues using six sigma principles