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I am an experienced operations and project leader. My goal is to be very intentional in helping people realize their best version of themselves or their teams through 5 things: Encouragement, Accountability, Transparency, Execution, and being Nimble. I build high-trust cultures that result in high performance through operation management or managing any type of project. Reach out to me if you want to know what that looks like. This could be a role in your organization or just to compare notes.
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Head Of OperationsSynergevAtlanta, Ga, Us -
Senior Operations/Project LeaderFrontier Communications Apr 2020 - Jul 2024Atlanta, Georgia, United States• Responsible for the performance of a large sales support account team that supported high revenue enterprise customers. These support team members were responsible for the relationship between the account executive, customer, billing, back office and solution engineers to ensure customer satisfaction. Tasked with various projects from Omni channel Salesforce adaptation to data model development in Power BI with the goal to improve work efficiencies and measure performance.• Revolutionized order processing efficiency through process improvement, reducing turnaround time from 6 days to less than 24 hours in just one month.• Implemented web-based and e-mail-to-case system, resulting in 20% reduction in repeated contacts and significant cost savings from reduced staff needs, improving customer experience.• Established multiple KPI metrics such as First Contact Resolution and Order Creation rate targets based on Salesforce objects utilizing SQL and Power BI. This included developing data models, transforming data, and publishing public dashboards. -
Senior Operations ManagerTelvista Aug 2017 - May 2020Dallas/Fort Worth Area• Responsible for the daily operations of a large technical support and sales and service team with two managers, ten supervisors and three hundred plus call center agents. Played a critical role in strategic planning of various processes, headcount, and performance expectations within the department while maintaining a positive relationship with the key stakeholders within a BPO organization.• Transformed an underperforming contact center team into a top-performing vendor center through Agile/Grow coaching strategies, leadership development and process improvement – Achieved best-in-class metrics and doubling revenue per call objectives within two months of being hired.• Reduced employee attrition to 5% through implementation of the Explor mentorship program and Pay-For-Performance incentives which provided growth opportunities, maximized staff utilization, and improved performance.• Received multiple monthly quality awards competitive with the client’s internal call center results through consistent coaching and training of staff which resulted in winning additional business with the client. -
Operations ManagerConduent Sep 2015 - Jul 2017Arlington, Tx• Oversaw the operations of a large banking customer service and technical support team within a BPO organization ensuring operations were efficient, effective, and aligned with the company’s strategic goals. Maintain a positive relationship with key stake holders by building trust and exceeding client expectations.• Improved quality results by 33% within 6 months through establishing performance management criteria and leadership development processes, leading to selection as a trainer for Conduent organization.• Established mentoring and retention program to reduce employee turnover which led to a 30% reduction in employee attrition after the 1st year of employment. -
Program Manager/Curriculum DeveloperAmtrust Financial Services, Inc. (Afsi) Oct 2012 - Sep 2015Dallas/Fort Worth Area• Pivotal figure in the professional development of the organization’s workforce through designing and implementing training programs that align with the company’s objectives. Responsible for risk assessment related to call center performance and partnering with the sales team to onboard new clients from initial contract signing through implementation.• Revamped the center’s unreadable and dated knowledge base system into a user-friendly format using SharePoint and Adobe Captivate leading to a 20% decrease in Average Handle Time and a 30% decrease in internal help desk calls.• Successfully onboarded 15 – 20 new clients with specific call handling instruction requirements for each new brand which included risk assessment, procedure development and documentation, training, and implementation.
Robert Lowry Skills
Robert Lowry Education Details
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Business Administration -
Project Management
Frequently Asked Questions about Robert Lowry
What company does Robert Lowry work for?
Robert Lowry works for Synergev
What is Robert Lowry's role at the current company?
Robert Lowry's current role is Head of Operations.
What is Robert Lowry's email address?
Robert Lowry's email address is ja****@****rox.com
What is Robert Lowry's direct phone number?
Robert Lowry's direct phone number is +168246*****
What schools did Robert Lowry attend?
Robert Lowry attended Dallas Baptist University, Dallas Baptist University.
What are some of Robert Lowry's interests?
Robert Lowry has interest in Children.
What skills is Robert Lowry known for?
Robert Lowry has skills like Customer Satisfaction, Call Centers, Customer Experience, Training, Process Improvement, Leadership, Performance Management, Cross Functional Team Leadership, Team Leadership, Customer Service, Management, Microsoft Office.
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Robert Lowry
Parlin, Nj5beenverified.com, vts.com, beenverified.com, ltvco.com, vts.com3 +163133XXXXX
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1utdallas.edu -
1gmail.com -
Robert Lowry
Coronado, Ca
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