Robert Lowry Email & Phone Number

Atlanta, Ga, Us

Atlanta, 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.

Dallas/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.

Arlington, 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.

Dallas/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.

B.B.S, Business Administration

Master Of Business Administration - Mba, Project Management