Robert L. Fleckenstein Email & Phone Number

Cincinnati, Oh, Us

Covington, Kentucky, United States

• Developed, refined, and executed product strategy, creating both short-term and long-term roadmaps aligned with customer needs and enterprise digital goals for our web, mobile and internal application product lines.• Created KPI’s that aligned customer needs with product area objectives, domain business initiatives, and customer requirements.• Collaborated with UX in designing a new internal web tool (Associate Benefits Library) to provide key plan information to our customer service advocates in supporting our workplace investing customer calls. • Managed executive stakeholder relationships, providing key milestone updates, reviews, demos, and user engagement sessions to capture feedback.• Collaborated with technology chapters, web product owners, database leads, quality engineering, and enterprise architecture, and UX to achieve universal best practices, continuous improvement, and established release plans.• Facilitated agile ceremonies, enhancing team alignment, and focused on delivering user stories and driving business value.• Monitored and analyzed user data to identify trends, leading to actionable insights that improved user experience and informed backlog prioritization.KEY ACHIEVEMENTS:• Led and delivered a complex content management system upgrade, enhancing operational efficiency, system functionality to deliver better customer outcomes while reducing costs across multiple platforms with annualized savings of 1M.• Developed and deployed ABL for our customer advocates with enhanced front-end experiences and integrating back-end content within one content management system reducing tech stack and improving operational efficiency by 30%.• Delivered a new scalable search solution for our associate benefits library webtool, saving 2.5M annually by reducing search times for our customer advocate associates.

Covington, Kentucky, United States

• Led an international team overseeing digital communications (Web, Email) for workplace investing.• Led team in prioritizing digital communications on behalf of workplace clients utilizing content management systems, email creation tools, and deployment strategies.• Collaborated closely with marketing, communications and education, and client management teams to enhance content delivery to meet the demands of clients.• Functioned as a registered principal, ensuring regulatory compliance, and managing default content across multiple product teams.• Accountable for performance, development, and coaching, hiring and capacity management for direct reports.Key Achievements:• Established and led the Netbenefits 2.0 Team, driving successful implementation of new Content Management Platform and operational processes.• Managed the seamless delivery of client-specific digital communications and impactful print campaigns.• Received the 2013 President's Circle Award in recognition of outstanding leadership and execution during the NB 2.0 initiative.

Covington Ky/Merrimack Nh

During this period, I held various roles, acquiring extensive experience in both retail and workplace investing customer service as an associate, manager, and senior manager. I also worked in client management as a relationship manager, overseeing a portfolio of clients. Additionally, I led our High-Net-Worth Team, obtaining all necessary financial licenses and gaining expertise in retirement sales and retention. I further enhanced my skills in inbound operations by serving as a senior manager in our Tax-Exempt Market and Banking Services.