Eric Roberts Email & Phone Number

Ball Ground, Ga, Us

Fort Washington, Pa, Us

Spearheaded this operational expansion included growth into new regions, implementation of new IT infrastructure, and headcount growth of 25%. Headed a team of five direct reports and had responsibility for approximately 20% of the company’s employees to streamline processes and deliver on organizational objectives.✔ Spearheaded strategic growth initiatives, including expansion into new regions, implementation of advanced IT infrastructure, and overseeing significant 25% headcount growth. Drove a comprehensive operational expansion during a critical growth phase, catapulting the company's revenue from $50M to over $100M annually within just 18 months. Initiated and executed the upgrade of the telephony system, integrating advanced features that propelled the first-call resolution rate from 75% to an impressive 90%.

Played a pivotal role in optimizing revenue generation operations, refining business management processes, and overall operational performance for mid-size businesses and high-growth startups. Streamlined operations for CMC, a $50M annual revenue company, facilitating the acquisition of $100M in contracts and establishing the operational framework for expanded business support.✔ Drove a strategic overhaul of a leading energy efficiency provider’s contact center, resulting in a $1M annual expense reduction through operational downsizing, increased schedule flexibility, and a remote representative program, leading to a notable decrease in attrition from 75% to 30%. Enhanced operational effectiveness for a premier energy efficiency provider, achieving over 10% savings in the annual operating budget and 4% revenue growth, leading to being hired as Customer Engagement Executive at CMC Energy Services.

Austin, Texas, Us

Oversaw a team of 700+ employees, and integrated four acquisitions into one streamlined CLEAResult organization. Served as Division COO (effectively CEO) of CustomerLink division and Head of Customer Operations post-acquisition of Conservation Services Group in 2015.✔ Led the integration of four companies spanning 16 offices into four regional centers as Head of Customer Operations, driving client retention with outstanding service. Created one $500M company with 3,000 employees. Administered the deployment of Salesforce CRM, consolidating four systems into one, optimizing telephony infrastructure, and significantly enhancing efficiency in handling customer inquiries, leading to a substantial $2M profit contribution.

Westborough, Ma, Us

Led the strategic expansion of customer service operations, transitioning from local to comprehensive national coverage. Supervised a team of six direct reports and 220 indirect reports. Developed comprehensive customer journey maps to identify and address pain points across various product lines, enhancing overall customer satisfaction.✔ Directed the development and rollout of a knowledge base tool, resulting in a 35% increase in first-call resolution rates, 25% reduced operating costs, and improved client satisfaction. Implemented marketing automation processes, resulting in increased response rates from around 1.0% to more than 3.0%.Earlier Experience:Group Vice President, Contact Centers | Affinion Group – Westerville, OHLed contact center operations, optimizing performance, and enhancing customer experience.Senior Vice President, Participant Services | Voya – Boston, MAManaged participant services, driving operational efficiency and client satisfaction.Vice President Canadian Card Operations/Sales Manager | Citigroup – Toronto, Canada/Jacksonville, FLDirected Canadian card operations, focusing on sales management and customer service excellence.

Executive Presence And Leadership

Bachelor'S Degree, Marketing (B.B.A.)