Numa Robertson Email & Phone Number

Monroe, North Carolina

Overall responsibility for setting strategic direction and leading the customer service, collections, information technology, human resources and safety functions for this large distribution electric cooperative (80,000+ members and 6,300+ miles of line) serving five southern Piedmont counties in North Carolina.

Monroe, North Carolina

Managing the customer service and human resource functions for this large distribution electric cooperative. Responsibility for the customer service function was added in April 2013 and includes managing customer service representatives working from two different office locations and field service representatives handling connect and collections duties.

Arlington, Virginia

• Responsible for developing and implementing comprehensive member engagement strategy designed to ensure NRECA was fully meeting customers’ benefits needs, providing them with timely and accurate benefits-related.
• Designed SharePoint sites for communication with customer strategic and tactical advisory groups.
• Developed system outage plan for information systems used to administer multi-employer benefit plans.
• Designed knowledge base system containing standard presentations, fact sheets, white papers, and tools for use by Field Staff.

Arlington, Virginia

• Provided leadership and direction for all internal customer-facing workgroups and provided support for field staff. Responsible for gathering marketing intelligence and turning it into information that could be used by.
• Designed improved process for tracking plan exceptions.
• Integral member of team that handled all details around planning for and conducting large customer events at locations around country.
• Achieved field staff satisfaction of 100% for every year during this timeframe.
• Gallup employee engagement results were among highest for all NRECA managers (4.58) and well above goal of exceeding Gallup 75th percentile (4.29).

Arlington, VA

• Managed two customer-facing units located in Arlington, Virginia. Retained responsibility for Member Contact Center located in Lincoln, Nebraska, providing support services to members of field staff and working to.
• Developed improved processes for tracking, reporting, and analyzing marketing intelligence, field report submission, proposals for insurance products and analyzing causes and resolutions for 401(k) account adjustments.
• Gallup employee engagement results were among highest for all NRECA managers (4.49 to 4.55) and well above goal of exceeding Gallup 75th percentile (4.15 to 4.21). Recognized by CEO for having engagement scores within.

Lincoln, Nebraska

• Recruited by NRECA to handle all tasks necessary to design, build, and manage call center to provide customer service for issues related to healthcare and retirement benefits. Call center handled incoming calls for.
• Manage project to create NRECA’s contact center in Lincoln, Nebraska.
• Maintained customer satisfaction ratings of 94% to 97%, service level (percent of calls answered within 40 seconds) of 91.22% to 93.76%, and abandonment rate below 5% while growing call volume from zero to over 100,000.
• Designed contact management system using FrontRange Solutions’ HEAT system that included custom detail sheets, queries, Crystal Reports, macros, business process automation, and Excel spreadsheets with embedded SQL.
• Provided support services to other departments during troughs in incoming call activity.
• Gallup employee engagement results were among highest for all NRECA managers (4.48 to 4.61) and well above goal of exceeding Gallup 75th percentile (3.96 to 4.02).

Master Of Science (Ms), General Administration

Bachelor Of Science (Bs), Information Systems Management

Bachelor Of Science (Bs), Double Major - Marketing And General Business & Management

Activities and Societies: President, American Marketing Association