Doug Robertson Email & Phone Number

Dallas/Fort Worth Area

Implemented a new call center for the district to align with Corporate customer service initiative ensuring a standardized approach to providing customer service.Established district customer service initiative for Regional Call Center achieving staff alignment to a new service strategy for the Company.Trained and motivated a team of 22 employees in a call center maintaining 90% adherence and accessibility rate to ensure exceptional customer service was provided in a timely manner.Managed Paid Time Off selection process for over 40 district team members within a strict 2 month time frame.Consulted with Work Force Management to efficiently train over 40 call center team members in 7 annual training courses without negatively impacting phone service levels.Collaborated with Quality Assurance Team to monitor performance, ensure associates met or exceeded the Company service level goal of 90% and develop required customer service skills.Administered and conducted training and educational programs covering new employee orientation, including on-the-job training and sales techniques.Mentored multiple team members enabling them to exceed expectations in their current role and obtain opportunities for promotion.Promoted Engage Your Community program with the team to encourage staff to become involved in Company sponsored charity events.Consulted Human Resources manager regularly to address performance concerns, hiring and termination issues and FMLA related cases. Evaluated employees in weekly quality assurance reviews and completed bi-annual performance reviews.Directed customer service initiative to operational status for the district as Customer Experience Process Owner to help standardize customer service for both branch and call center team members.Personally processed complex customer requests, order processing and customer service.

Conducted annual Branch Business Excellence audit for area branches to maintain strict adherence to Company policy.Managed inside sales for the branch involving price negotiations and maintaining inventory needs for multiple contracts to help ensure a competitive advantage against the competition and increase sales.Worked directly with outside sales team to ensure all inventory needs, pricing concerns and customer service issues were resolved in a timely manner.Supervised branch operations including all counter and shipping responsibilities.Piloted the Alpha Spider Wrap theft prevention system for the branch serving as a model for the company on inventory management.Audited various daily reports for the branch (branch expense, staffing model, order audit, deleted delivery, freight compliance, price override, daily cash report, hazmat, export) maintaining strict adherence to Company policy.Attended Inside/Out Training to provide a framework on dealing with staff performance improvement.Managed display replenishment and maintenance leading to greater product availability and a larger revenue stream for the branch.Implemented on-site services program at branch (set up staging areas and bulk storage, created new filing system for picking and staging of orders, trained and oversaw staff in daily maintenance of over 25 accounts) keeping the Company competitive with other on-site service companies.Managed development of nine new hire employees ensuring that quality service levels were established.

Managed the Continuous Improvement for inbound inventory to maximize efficiency when handling back orders for the branch.Uncovered Sourcing opportunity for Coach USA resulting in a contract for Federal Funds after Hurricane Katrina. Received District Award for recognizing sales opportunity and following through with customer commitments.

Master Of Arts (Ma), Theology/Theological Studies

Bachelor Of Arts (Ba), Social Work