Robert Wagner Email & Phone Number

Phoenix, Arizona Area

Provide product and consultation support via inbound/outbound phone and email contacts to some of GoDaddy’s largest customers (businesses with 10+ employees). Solve customer questions, issues, and concerns to positively influence renewals and ongoing success. Proactively manage and guide customers throughout their entire lifecycle to ensure success and add value through the use of GoDaddy products. Identify customer needs through targeted questioning and recommend GoDaddy product solutions. Use PipeDrive to manage Book of Business.

Supervise and manage Hosting Support Agents who provide customer service and support for Go Daddy customers. Agents are on inbound telephone calls, chat, and service tickets regarding issues ranging from questions with current products/services to assisting in the sale and/or set up of new purchases. Introduce Agents to new offerings, contract extension options, small business solutions. Essential Duties and Primary Responsibilities:• Multi-channel queue management to adjust Hosting Support workforce to focus on channels exceeding SLA.• Maintain team motivation through continuous feedback, positive reinforcement, and incentive contests. Encourage Team Agents to take ownership of customer issues and ensure one call resolution. Offer suggestions regarding how to handle escalated issues as well as how to de-escalate issues to improve Customer Service.• Conduct One on Ones with Agents, Performing administrative work such as time cards, writing and the delivery of Corrective Actions, Listing to calls via NICE or live shadowing. • Coaching and Development for sales and technical skills. This include product communications, changes, etc.

Phoenix, Arizona Area

Supervise and manage Hosting Support Agents who provide customer service and support for Go Daddy customers. Agents are on inbound telephone calls, chat, and service tickets regarding issues ranging from questions with current products/services to assisting in the sale and/or set up of new purchases. Introduce Agents to new offerings, contract extension options, small business solutions. Essential Duties and Primary Responsibilities:• Multi-channel queue management to adjust Hosting Support workforce to focus on channels exceeding SLA.• Maintain team motivation through continuous feedback, positive reinforcement, and incentive contests. Encourage Team Agents to take ownership of customer issues and ensure one call resolution. Offer suggestions regarding how to handle escalated issues as well as how to de-escalate issues to improve Customer Service.• Conduct One on Ones with Agents, Performing administrative work such as timecards, writing and deliverying of Correct Actions, Listing to calls via NICE or live shadowing. • Coaching and Development for sales and technical skills. This include product communications, changes, etc.

Phoenix, Arizona Area

Provide inbound phone support for GoDaddy customers. Selling and servicing technology products or services to small businesses and consumers. Consult, recommend and enable the right online product and service strategies to help customers with their business or personal needs.

*Led team of Specialized Sales Counselors with the support of multiple online registration and travel management tools. *Maintain excellent relationships with key customer contacts focusing on the development and retention of numerous Fortune 500 companies.*Provide frequent feedback and direction to team by assessing stats, skill levels and overall readiness to perform customer facing duties.*Drive key incentives to continuously improve operational procedures and assist in the career development of team members. *Responsible for providing integrated solutions both online and offline to help corporations manage and optimize their annual travel spendeture.*Partnered with the account sales development team to grow Group Air platform to over $100 million in Sales in 4 years.*Developed and delivered product training for multiple travel management tools.*Six Sigma Green Belt Training

*Support the online navigation, e-fulfillment and traditional call-in process pertaining to the creation and adjustment to corporate group reservations and registrations.*Support American Express internal group travel with Starcite/B-there website support. *Handle the implementation process of new group accounts. *Manage loading of contracts and account specific information into the finishing tool. *Work to define the procedures and job aides for the newly established centralized groups department. *Serve as lead agent on many key accounts and a backup to the team leaders and Group Air Planners within CSO Groups.

*Managed the wholesale retail travel center which involved monitoring teams for adherence to schedule, call handling skills and proper sales techniques. *Review calls and sales stats to anticipate future trends in call volume and product/marketing development. *Manage ongoing relationships with customers, vendors and travel agent partners.*Led educational sales training familiarization trips with external travel partners. *Negotiated preferred hotel contracts with new and existing travel vendors.*Provide timely resolutions on all customer service related issues.*Developed interactive sales training manual for internal sales operations.*Managed the loading and testing of preferred contracts into online reservation system.*Serve as a back-up to the IT department for minor IT troubleshooting, maintenance and database backup.

*Managed individual and group travel programs for executives, employees, groups, civic, and fraternal organizations. *Focused on managing corporate events, convention & meeting planning services. *Trained inside and outside sales teams on new products and trends in the travel industry.*Managed back office reporting tools using Trams and Interactive Reporting with the Airlines Reporting Corporation. *Maintained marketing database of over 300,000 SREP members and provided them with weekly promotional offers.

* Co-Owned and managed a full-service travel agency which managed corporate and leisure travel reservations with a primary focus on all-inclusive vacations, cruises, groups, and corporate account management. * Responsible for contract negotiations, marketing and sales training for inside and outside sales professionals.* Built business from the ground floor to over 1 million in sales annually.* Top producing agency in all-inclusive vacations sales.

Associated, Automotive And Diesel Technologies

High School