Robert O. Hamlin Iv Email & Phone Number

Austin, Texas Metropolitan Area

Remote

• Managed and guided a team of 12-15 Customer Support Representatives, cultivating a collaborative atmosphere and ensuring optimal performance.
• Devised and executed customer success initiatives to elevate user experience, increase retention rates, and enhance overall customer satisfaction.
• Utilized customer data analysis to detect patterns and guide strategic decisions, leading to refined support processes and improved customer outcomes.
• Optimized team workflows to consistently meet or exceed customer support service level agreements (SLAs).
• Addressed escalated customer concerns promptly and effectively, ensuring swift resolution and bolstering customer satisfaction levels.

Austin, Texas

• Spearheaded the growth and enhancement of a high-performing Customer Support team, focusing on exceptional client satisfaction and robust employee engagement.
• Designed and implemented customer success initiatives to drive higher customer usage, retention, and overall satisfaction.
• Collaborated cross-departmentally to refine operational practices, reinforcing Procore's leadership in the market.
• Managed day-to-day activities of 12-15 Customer Support Representatives, ensuring streamlined workflows and meeting SLAs.
• Partnered with the Recruiting Team to recruit, onboard, and train top-tier support talent, fostering a culture of continuous improvement.
• Used customer insights to optimize team structure, shift schedules, and resource allocation, significantly improving overall team performance.

Austin, Texas

• Oversaw inbound and outbound client communications across email, phone, and chat platforms, ensuring prompt and effective support.
• Completed data imports within agreed service level agreements (SLAs), upholding stringent standards for accuracy and efficiency.
• Provided thorough project support to customers, delivering tailored solutions to optimize their accounts.
• Achieved consistent excellence in productivity, accuracy, and customer service, exceeding company standards.
• Quickly addressed and resolved client issues, ensuring superior customer satisfaction and nurturing robust relationships.

78759 Austin, Texas

• Conducted executive business reviews to discuss value reports, introduce new services, and maintain high-value partnerships, serving as the main customer contact.
• Gained a thorough understanding of client challenges and provided feedback to improve services and identify opportunities, enhancing customer satisfaction and loyalty.
• Supported the sales team with detailed product presentations, using extensive product and service knowledge to enhance sales efforts.
• Used CRM systems to document all customer interactions accurately, ensuring comprehensive records of client communications and issue resolutions.

Austin, Texas

• Acted as the primary liaison for all customer concerns, ensuring clear communication with internal and external stakeholders on progress updates.
• Conducted comprehensive training sessions for new employees, equipping them with the necessary knowledge and skills for success.
• Collaborated closely with sales teams, IT specialists, warehouse supervisors, shipping/packaging specialists, and inbound freight teams to streamline operations and resolve issues promptly.
• Achieved a notable 3-hour response time and same-day issue resolution, greatly improving overall customer satisfaction levels.

Westlake, OH

• Functioned as the main escalation contact, ensuring quick isolation and resolution of critical issues to improve operational efficiency.
• Partnered with organizational leadership and the compliance department to optimize operations across various departments.
• Managed and responded to Net Promoter Score (NPS) surveys within 24-48 hours, addressing client feedback promptly.
• Resolved client concerns reported on social media and the Better Business Bureau, enhancing the company's public reputation.
• Work closely with organizational leadership to help communicate company enhancements along with ensuring departments have a clear line of sight of company goals.
• Monitor and respond to Net Promoter surveys within 24-48 hrs. directly with clients pertaining to recent company interactions.

Sioux Falls, South Dakota Area

• Managed multiple functions including quality assurance, training, talent management, daily operations, and special projects.
• Identified preventive actions and implemented process refinements to enhance client satisfaction and service quality.
• Evaluated survey calls and followed up to ensure client satisfaction and adherence to company standards.
• Conducted annual performance appraisals, setting and maintaining high-performance standards for the team.

Elyria, Ohio, United States

• Conducted evaluations of client phone calls to ensure accuracy and deliver superior customer service, compiling findings into monthly reports.
• Offered guidance and recommendations for improvement to team leaders and supervisors, thereby enhancing service quality.
• Designed and implemented training programs for team members, resulting in a 60% increase in audit productivity.
• Maintained current knowledge of IRS regulations and internal processing criteria.
• Selected to present at the inaugural 4-day Super Conference, delivering presentations to an audience of over 200 clients.

Elyria, Ohio, United States

• Managed complex inbound and outbound client interactions related to investments, ensuring accuracy and timely information delivery.
• Demonstrated proficiency in problem-solving within challenging environments, effectively resolving complex client issues by conveying intricate information.

Sheffield Lake, Ohio

• Handled customer and sales floor team member calls in regards to credit accounts and credit line increases. The company relocated in June 2006 and the office was closed.

Lorain, Ohio

• Responsibilities incorporated: inventory, pricing, displays, customer service,& cashier.

Bachelor'S Degree, Communication, General

Associate Of Arts - Aa