Carlos Robledo Email & Phone Number

Atlanta, Georgia, United States

Alpharetta, Georgia, United States

Leading Managed Analytics Services and Applied Analytic Consulting engagements with clients and help clients implement use cases based on Nexidia-generated data and metrics, from Discovery thru Operationalization. Leading the team of analysts assigned to each of our Managed Analytics clients. Driving new client adoption of Nexidia, from startup to embeddedness, through building confidence in data, bringing case studies from other clients, planning analytic projects, and seeing those projects through successful conclusion.

Alpharetta, Georgia, United States

Greater Atlanta Area

Manage consulting engagements for key client accounts using the NICE Satmetrix platform, while leading crossfunctional teams to support a multi-million book of business. Provide actionable analysis, insights, and recommendations on business performance for executives to address CX issues and key performance metrics.In charge of major discovery initiatives with clients, such as stakeholder interviews, workshops, and training.Identify major findings from collected data and develop presentation materials and executive summaries to deliver to our clients at the Director, VP, and C-suite level both in person and remote.Collaborated with sales on change management for clients, including formulating proposals, quoted project expansions, prepared statements of work, and any change requests for the client.Led and prepared dozens of Thought Leadership initiatives for marketing, such as blog posts, white papers, and webinars as current subject matter expert on how Net Promoter Score and our platform generates business value.Served as lead to multiple business development initiatives, successfully ideating, co-creating, and implementing new product offerings that are projected to directly increase division revenue by $500K to $1M per year. Client list consists of many key accounts over the years, with multiple Fortune 500 brands as well as international leaders in their countries: AT&T, MetLife, Sprint, Exelon, The Home Depot, Telefónica Spain, and ADS.

Greater Atlanta Area

Responsible for taking all data gathered from our customer satisfaction programs and consult with the client to develop action plans and next steps to transform the client’s business model to address customer concerns.Present findings to key client stakeholders and project sponsors (up to and including Senior VP level executives) and assist them with creating action plans to incorporate them into their business practices.Main consultant in charge of some the largest NA clients: AT&T Mobility (Retail, Care, Digital Life), Bell Canada, Sprint, Verizon (PoC) as well as pilots for new Telco clients around the world.

Greater Atlanta Area

Enable our clients to deliver and effortless, consistent and personalized customer experience. Customer Success is the next step beyond our industry-leading technology, providing consulting and transformation services to realize our customer's goals and values. Customers leverage myself and our team for the expertise of our global managers and our vast experience with CX and VoC deployments to help turn insights into action, delivering maximum ROI. We handle new customers from deployment to value realization in the Americas region, consulting and helping our customers with pre- and post-implementation consulting, in-life insights, and business transformation efforts. We do not only deliver valuable analysis and reporting, but we also conduct all customer training workshops and on-site consulting as necessary. We also work closely with our VoC analysts to maintain benchmarks and best-practice methodologies among all our customers, in a wide array of industry verticals and touchpoints.

Alpharetta, Ga

Responsible for taking and analyzing all our polling data to design and develop actionable insights for all NICE Fizzback’s (later NICE Satmetrix) North American clients. Provide clients with professional and actionable insight reports that will provide additional value above and beyond our dashboard offering.Assist sales executives in project kick-off activities such as gathering requirements, creating timelines and milestones with the project teams and our developers, and designing the questionnaire.Work on projects and deliverables for our key accounts in the US and Europe.Develop thought leadership papers, research blog posts and value-added offerings to NICE-Fizzback. Support internal resources with additional information about our VOC campaigns, from operational metrics, to trackers and over-time reports. Help with and prepare business cases to support new sales and change requests.

Greater Atlanta Area

Assigned to be the primary point of contact for clients after a project is sold, from inception to delivery. This included requirement gathering, documentation of tasks and milestones, communication between internal and external customers, and creation of project workflows.Led operations teams of four to five members to deliver actionable insights for some of our largest accounts.At the end of a project, assisted in the creation and/or review of all deliverables and reports before final client hand-off. Conducted “post-mortem” meetings to document wins and losses for the benefit of future projects.Managed projects for clients of varied industries and sizes including Cox Communications, Coca-Cola, American Express, UPS, Goody’s, Energy BBDO, and IHG Hotels.

Greater Atlanta Area

Assigned to manage projects and be the point of contact for our clients. Manage the day-to-day operations of our surveys and research projects. In charge of creating timeline of all deliverables, as well as obtaining the resources required to accomplish all tasks on time and to client’s specifications.In charge of questionnaire creation, review and implementation as well as Quality Assurance after programming by the IT team.Assisted in the review of final reporting deliverables, as well as writing full report presentations and interpretation of findings when necessary.Designed, implemented and supported various internal initiatives new to the company, such as company intranet, internal wiki, Infosurv VIP program and others.

Participated in the design, development and programming of Infosurv's online surveys. Carried out and supervised all tasks related to maintenance of survey projects such as drafting and sending all survey invitations, as well as running computer-generated reports. In charge of all internal IT systems such as Exchange server, network infrastructure, backup policies and computer terminal setup and safe operation. Point of contact for all internal technical support.

Atlanta, Ga

PKT Foundation is the Alumni arm of the GA Tech chapter of Phi Kappa Theta Fraternity. It is a non-profit organization that serves as the landlord for the undergraduate chapter and house, as well as provide them with support and advice. We also provide services to all alumni, from newsletters to social events. "Give, expecting nothing thereof" is the fraternity's motto.As Treasurer, kept records of all the monetary transactions of the corporation, and served as landlord for the house. Helped transition the landlord responsibilities to a professional fraternity management company, Omega Financial, who now issues bills and collects rent income. Provide the assistance required to file corporate taxes with the IRS every year.

Worked all summer months in the specified range, for a total of about 12 months.Performed various office tasks related to the field operations department, such as rotating questionnaires, data entry, verbatim coding, CATI system maintenance and programming, monitoring phone interviewers, and minor questionnaire design.Participated as an interviewer for various mystery shopper programs for Pepsico restaurants and their competitors.

Master Of Business Administration - Mba, Business Administration And Management, General, 4.0

Activities and Societies: Treasurer and class representative of Graduate Student Council, Project Team Lead for Capstone.Attended.

Bsm, Marketing, Research, It

Activities and Societies: Phi Kappa Theta Fraternity, including e-board multiple years. Building Manager for Student CenterActive member.

Math And Sciences

Activities and Societies: Science Bowl Team, Student Council, Chess Club, Soccer TeamDuring my time at Notre Dame I was involved in not.