Robert Norton Email & Phone Number

Baltimore, Maryland, United States

Baltimore, Maryland, United States

Baltimore, Maryland, United States

• assessing the efficiency & technical proficiency of the Customer Loyalty Group• developing, implementing and revising Standard Operating Procedures among 6 specialty groups• Department liaison, establishing and building upon new and existing cross department communication and collaboration• Quality Assurance & Compliance• Workforce Management, developing and scheduling continued education training for the entire department• Client Relations and Retention resolving formal complaints

Baltimore, Maryland, United States

• Lead the customer service teams fostering an environment of success, teamwork, strong work ethic, integrity, and excellence. Key performance metrics measured in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, Working Rate, and Positive Actions Attainment.• Suggested and led adopted strategies that improved overall customer experience, agent productivity and reliability, and company profitability.• Direct impact to professional growth through mentoring, coaching, and leading employees through their career development.• Launched and support the workforce management process for the customer service team, which includes schedule generation, client contact forecasting, and employee shift bids to maximize efficiency and occupancy levels. Created initial departmental attendance policy which also resulted in improved attendance, occupation levels, and overall productivity.

Baltimore Maryland

Streamlined leadership focus on the Client Relations team responsible for rebranding client retention and revenue recovery. • helped lead the Client Relations team to decrease client cancellation around 2% which result in company saved fee over $1.3M, redrafting over $500k, and collecting outstanding fee over $50k monthly.• Continued team growth now expanding it’s remote employee presence across three states, while driving a winning virtual culture, delivering record breaking results, and developed virtual team training and development strategies.• personally interviewed, trained and onboarded 16 remote agents across 3 different departments and 4 different states. • Helped institute and adopt bonus structure for client relations team which drives increased company bottom line and challenges employee to reach new personal goals.• Drive day to day key performance metrics, which include productivity (Working Rate and Contacts per Hour) and Profitability (Save Count, Save Fee, Outstanding Fee Collection, and Redrafts).• Ongoing cross functional partnerships and relationship building.

Baltimore, Maryland, United States

• Drive day to day key performance metrics, which include productivity (Working Rate and Contacts per Hour) and Profitability (Save Count, Save Fee, Outstanding Fee Collection, and Redrafts).• responsible for rebuilding, rebranding and repairing relationships with clients• Ongoing cross functional partnerships and relationship building.• Employee of the year 2016, Employee Excellence Award 2016 - Directors Choice Award• set, broke and reset multiple company records

Baltimore, Maryland Area

In early 2015 I took on a new position within the ClearOne Advantage as the Saving Solutions Manager and set a new company record in April 2015. For the great work I had done in April I was given the honor of receiving the Employee Excellence award for my work in April 2015. In May 2015 I broke my own record with the company, I had previously set the month before, as I continued to excel at my new position.

Baltimore, Maryland, United States

I started with ClearOne Advantage as an Account Executive in 2013. ClearOne Advantage is registered with the BBB (Better Business Bureau) and an accredited member of the AFCC (American Fair Credit Council). While at ClearOne I gained my certification as a Certified Debt Specialist, and I was top 3 in the company in November of 2013.

Baltimore, Maryland Area

Audio and Video production design and editingMarketing, Graphic Design, Web Management, Networking, Public Relations, Promotions andAdvertisingResponsible for booking talent and venues for performances as well as merchandising salesand creationLiaison for the working relationship with LeVeL uP Productions, DNL and One KoastEntertainemntPhotoshopCS5, Adobe Premier, Cubase, Windows Media Movie Maker (main computer programs

Linthicum, Maryland

New business development responsible for signing up new shop owners for a consulting workshops. Sales, cold calling, customer service.

Baltimore, Maryland Area

Baltimore Indie Rock Band - Clarinet, Keyboards, Harmonica and vocals.Aswell as Marketing, Graphic Design, Web Management, and Networking.Responsibilities include writing, performing, booking shows, and merchandise sales.Bond & bentley plays numerous carity events including but not limited to Toys for Tots, Trash Bash 2010, Denafest, Susan Koman fund, Red Cross, Haiti Benefit, Special Olympics and more.

Linthicum Maryland

• 1 of 8 Mortgage Specialists in the company's top producing office in the nation• Inside Sales, call center focus (cold calling, self generating, outside marketing and sourcing)• Focused on Prime, Non Prime and Secondary mortgage products• Continued to further my knowledge and experience within the Financial and Mortgage Industry• Personally Averaged $1,000,000 per month in loans.• Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams.I worked with Home123 Mortgage at the North Linthicum Maryland Office until I was laid off due to the office closing in 2007

Columbia, Maryland, United States

• Inside Sales, call center focus• Self generating new business, referrals and maintained current relationships with clients• Focused on Prime and Non Prime mortgage products• Personally Averaged $1,000,000 per month in loans.• Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams.I was with H&R Block mortgage until 2006 when, ironically, they filed their tax information incorrectly and filed for Bankruptcy.I was offered another position with in the company but at that time I was unwilling to relocate.

Owings Mills, Maryland

• Inside Sales, call center management team• worked hand in hand with the Underwriting team to improve file flow with focus on client experience• Primarily focused on non prime mortgages• Personally Averaged $1,000,000 per month in loans.• focused on leading, training, coaching and developing a team of 5 -7 account executives with a focus on results and client experience• certified Notary Public

Glen Burnie Maryland

• Averaged $310,000 a year in merchandise, repair, and warranty sales.• Managed, interviewed, hired and trained a staff of 8+ employees• Focused on daily operations in a retail environment, merchandising and display, opening/closing, large cash handling including bank drops and employee performance appraisals • DCA certified Diamontologist• Bonded in the State of Md