Robert C. Raab Email & Phone Number

Detroit, Michigan, United States

Responsible for planning, scheduling, and supervising the following Contact Center activities: Contact Center employee engagement strategy, PCI compliance, Process and Continuous Improvement initiatives, operational reporting/tracking/oversight, workload management, and special projects. Participated in numerous cross functional projects/activities such as Process Council, Corrective Action Review, Time of Day project, ADMS project, Self-Service promotion project, Average Handle Time reduction initiative, Customer Service Engagement Council, Customer Service User Readiness Board, and Intradiem deployment project.Key Accomplishments:Promoted to temporary Supervisor in June 2021, permanent January 2022, and Principal Supervisor in August 2022. In 2022 and 2023, achieved highest Gallup score in the Contact Center. Highest performance rating possible in 2021 and 2023.In 2023, provided day to day and strategic direction to a diverse team of individuals where we achieved key team wins by increasing Monthly Engagement Week Participation by 72%, increasing customer communication (email/test) usage by 54%, reducing escalation requests by 73%, implemented 78 process improvements and 12 CARS (Corrective Actions), and decreased Low Income SPP enrollments by 32%.Led effort to streamline Non-Cash Customer Satisfaction Credit process which included training, reinforced coaching and ongoing oversight have led to a reduction of $630k in 2023.Through my creation of tools, processes, metrics, and analysis of the Vendor Management data, I completed my first A3 for my Green Belt and helped the team win the 1Q 2023 DTE Best Award.Created strategies and processes that reduced backlog of open escalation cases by 85%.Created the Hypercare Support Model and end user communication for a 3rd Party deployment project. Identified a significant gap in the UAT plan, enhanced the plan from 10 high level incomplete test cases to over 100 integrated detail test cases.

Detroit, Michigan, United States

Provided advanced data, metrics reporting, and analytical support to Customer Service leadership regarding MPSC (Michigan Public Service Commission) Complaints which included interfacing with cross-functional leaders, coworkers, and customers in order to understand objective data requests. Recommended, defined, and directed project team tasks in support of client needs. Key Accomplishments:Performed analysis of key processes; created documentation (SWI’s, Process Maps, Reports, & Job Aids) to enhance their repeatability and tracking/oversight; saving time, money, improving quality, and meeting/exceeding Contact Center KPI’s.Due to a resource shortage during the early stages of the pandemic, I volunteered to be sequestered and work in the Print Center at WCB. Due to a resource shortage during the pandemic, volunteered to be a Customer Service Representative (CSR). Achieved 3 +1's, a 99.3% customer satisfaction rating, performance metrics in the top 3% of my class (100).

White Lake, Mi

I was directly involved in supporting key supply chain processes to reduce costs and increase operational efficiency. Maintain a cost-effective balance between hardware/software maintenance expenditures and contractual obligations. Resolve account issues and recommend process improvements to reduce cost. Collaborated closely with key stakeholders to identify and analyze core requirements and key features of dashboards to identify the organizational needs and provide suitable agile solutions.Key Accomplishments:Performed comprehensive analysis on hardware/software maintenance agreements (3,255). Realized over $11m of cost savings in Fiscal Year 2019.Proposed new workload strategy to maximize team skills and experience based on quantitative analyses of available metrics and presented to senior leadership, reduced workload 46%Utilized strong analytical and research techniques to identify non-critical/redundant hardware environments and obsolete software, allowing hardware/software maintenance agreements to be lowered or cancelled reducing cost $154k per month.Created visually impactful dashboards in Excel and MS Access for data reporting. Extracted, interpreted and analyzed data to identify key metrics, transform raw data into meaningful actionable information, and present to senior leadership.

Pontiac, Mi

I managed program cost, schedule, quality, performance, processes and subcontract activities for 20 different engineering teams (170 resources), on-shore and off-shore. Employed metrics, risk management and project management methodologies to ensure successful execution in the Shell End User Compute infrastructure environment. Leading cross-functional teams involving business, IT, QA, and PMO.Key Accomplishments:Created dashboard utilizing Shell processes for program status reporting, RAID reporting, budget reporting, and project readiness reporting.Improved resource forecasting 19% and customer satisfaction scores by 9% through new strategic approach to resource forecasting.Conducted meticulous GAP analysis while successfully reengineering key business processes to increase operational efficiency by reducing time to repair and slashing issue escalations from five per week to one every three weeks.

Pontiac, Mi

I spearheaded improvements to HP Enterprise Services to standardize global delivery, importing and manipulating financial data to enable decision making. Designed, developed, and deployed MS Access/Excel/SharePoint application that consolidated data; presented data in charts, graphs, tables, and PowerPoint slides for presentation to key stakeholders. Earned “Leading the Way” award for global financial initiatives.

Pontiac, Mi

I managed ever-changing global team (US, Germany, India, and Malaysia), 35-member team responsible for GM OnLine software distribution for all client deployments from installation to reporting, 100k users across 43 countries. Responsible for project coordination including planning and implementing content across all workflows while ensuring that security, risk, quality, and compliance requirements were met.Key Accomplishments:Drove creation of an Operational Readiness process leading to higher successful software deployment (<95% to 98%), standardized processes and reporting, vulnerability detection, and increased customer satisfaction.Led and co-ordinate PC boot time analysis by working closely with Architects, Engineers, and OEM’s. Created monthly boot time report at hardware level details. Played a major role in process improvement that slashed boot time by 25%.

Detroit, Mi

I managed a highly skilled technical team that delivered unique GM OnLine Executive Support services to members of GM Strategy Boards globally.

Detroit, Mi

Manager and single point of contact (SPOC) of team responsible for the delivery of GM OnLine services at GM World Headquarters. GM OnLine Subject Matter Expert for the site; provided business and technical guidance to Customer and EDS.

Detroit, Mi

I managed projects involving server maintenance and data migration; I supervised virtual team of 30 from three countries and six states.

Detroit, Mi

I served on the Software Engineering Process Group that supported standard processes used within the EDS GMAC/MIC organization for project and process management.

Southfield, Mi

Provided technical support for the complex on-line GMAC SmartAuction application that created a virtual marketplace for the sale of vehicles between business partners.

Southfield, Mi

I provided legacy system and client server application support on a GM Pension Administration Account.