Eric Roberts Email and Phone Number
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✦ TRANSFORMING OPERATIONS AND ELEVATING CUSTOMER SUCCESS ✦I am a Senior Operations Executive and Customer Success Leader who is an expert in delivering operational excellence, business growth, and exceptional customer experience across diverse industries, including energy, financial services, and insurance. Throughout my career, I’ve been sought out based on my success as a charismatic leader who cultivates top teams and creates customer-first organizations – driving efficiencies, reversing negative trends, and improving productivity for optimized performance. I’m respected for being a cross-functional collaborator recognized for leading successful transformations, turning around underperforming organizations, and delivering substantial revenue growth. I have extensive experience in accelerating sales performance, profitability, and implementing successful customer engagement strategies.Specialties include: Client Success | Financial Turnaround and Profitability Improvement | Operational Excellence and Transformation | Contact Center | Strategic Planning | Operational Excellence | Budgeting | Forecasting | Process Improvement | Business Development | Change Management | Risk Management | Sales Performance Optimization | Continuous Improvement | Customer Success | Engagement | Vendor Management | CRM | Cross-functional Collaboration | Key Performance Metric (KPIs) | Data Analysis | Interpretation | Technology Integration & Automation | Market Research & Analysis | Regulatory Compliance | Business Process Outsourcing (BPO)
Macon James Group Inc.
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- maconjames.com
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Senior Vice President OperationsMacon James Group Inc.Ball Ground, Ga, Us
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Head Of Customer EngagementCmc Energy Services 2021 - 2023Fort Washington, Pa, UsSpearheaded 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%. -
Senior Vice President - Customer SuccessMacon James Group Inc. 2019 - 2021Played 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.
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Division Coo | Head Of Customer OperationsClearesult 2015 - 2019Austin, Texas, UsOversaw 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. -
Vice President - Customer ExperienceConservation Services Group 2011 - 2015Westborough, Ma, UsLed 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.
Eric Roberts Skills
Eric Roberts Education Details
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The Wharton SchoolExecutive Presence And Leadership -
Georgia College & State UniversityMarketing (B.B.A.)
Frequently Asked Questions about Eric Roberts
What company does Eric Roberts work for?
Eric Roberts works for Macon James Group Inc.
What is Eric Roberts's role at the current company?
Eric Roberts's current role is Senior Vice President Operations.
What is Eric Roberts's email address?
Eric Roberts's email address is er****@****ult.com
What is Eric Roberts's direct phone number?
Eric Roberts's direct phone number is (888) 812*****
What schools did Eric Roberts attend?
Eric Roberts attended The Wharton School, Georgia College & State University.
What are some of Eric Roberts's interests?
Eric Roberts has interest in Children.
What skills is Eric Roberts known for?
Eric Roberts has skills like Leadership, Management, Crm, Strategy, Call Centers, Strategic Planning, Process Improvement, Team Building, Vendor Management, Customer Service, Sales, Business Process Improvement.
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