Robert Colson Email & Phone Number

Cambridge, Massachusetts, Us

Serve as a senior advisor to influence decision makers’ product adoption and knowledge for HubSpot customers looking to invest in needs-based solutions to drive success for their organization.-Promoted to a SCSS for maintaining an average of 14.4 UoW, 90% CSAT and filing 36 SQLs, which led to $11K MRR in the 6 month period between 1/2022 and 7/2022.- Internalize key strategies of the inbound methodology by working with 14+ organizations a day to optimize usage of HubSpot products.- Utilize an understanding of API tools by researching JIRA systems to guide customers in implementing HubSpot product solutions to improve lead generation and demand across channels.- Initiated “External and Internal Knowledgebase Feedback: Employee, Customer, & Business Value Analysis” project to analyze the potential employee, customer, and business value of increasing the accuracy of internal and external product documentation.

Cambridge, Massachusetts, Us

Led technical relationships with clients to ensure technical success using HubSpot’s platform by diagnosing software issues, seamlessly partnering cross-departmentally to help solve customer inquiries. Implemented consultative advisory through problem-solving and thorough insight on HubSpot software.- Resolved more than 3K+ customer inquiries within a 1 year period, meeting a 90% SLA target.- Troubleshot a variety of technical requests including workflows, web development related to SEO, custom reporting, webhooks, CSS, and tech stacks written in HTML/JavaScript or SQL.- Selected as a team Diversity, Inclusion, and Belonging (DI&B) evangelist, providing more than 30+ weekly tips on how to make the workplace more inclusive within a 1 year period.

Atlanta, Georgia, Us

Piloted customer management of technical product integrations, presenting product information, and measuring clients’ needs to determine the construction of technical roadmaps. Established and facilitated web/mobile platform onboarding and training for Spanish-speaking clientele. Aided third-party vendors with key app integration and usage projects. Utilized customer relationship management (CRM) systems Salesforce, Zendesk, and HubSpot to analyze customer performance and needs, as well as offer data-driven solutions to maximize client ROI. Collaborated cross-departmentally in weekly reunions to discuss joint projects and establish action plans via Slack/Google Docs. Tracked integration milestones and presented updates to clients, senior leaders, and C-suite execs.Key Achievements:• Appointed as Team Manager for Spanish division of Customer Success department• Traveled to Florida/South Carolina/North Georgia as company’s Subject Matter Expert to complete 10+ business-related orientations, facilitating onboardings to train Spanish-speaking customers on platform usage• Conducted various company product training sessions for 200+ drivers across multiple organizations, increasing platform usage by 20%• Created and managed 1000+ Salesforce cases in a 1-year period, to be used in big data analytical trends by C-suite execs• Utilized Microsoft Office Suite to produce mobile app and web portal schema translations from English to Spanish, aiding in a 25% expansion of overall platform usage by Spanish-speaking clientele

Chicago, Illinois, Us

Corresponded with carriers, dispatchers, and white-glove customers via Cisco phone system, Microsoft Outlook, and Google Voice daily to provide truckload support information. Managed US/MX customer accounts, completing paperwork, approving cross-border clearances, and conducting international GPS monitoring. Identified delays or service failures to avoid plant production downtime. Developed account-specific risk mitigation and incident plans for late deliveries, refused shipments, overages, shortages, and damages. Key Achievements:• Appointed to oversee 5+ Mexican client accounts such as ThyssenKrupp, Tachi-S, and Volkswagen MX to assist with international business operations• Recovered 20+ bounced truckloads, saving $500K+ revenue• Consistently maintained > 90% service-level metrics, contributing to overall departmental success

Atlanta, Ga, Us

Answered inbound customer inquiries related to InComm financial cards in accordance with industry regulations, ensuring quality and ethical standards were upheld and confidential data protected. Key Achievements:• Maintained a 97% or above call quality average as defined by department metrics • Placed on 10+ additional card product campaigns to assist Spanish-speaking clientele

Andalucía, Es

Worked abroad as an English Language Assistant in a bilingual educational program during the 2014-2015 Spanish academic yearPromoted bilingualism and language barrier mediation by cross-communication inEnglish and SpanishRoutinely produced interactive lesson planning which aided in the integration of technology and social media into teaching material Attended weekly meetings with program associates and faculty leaders to collaborate on the creation of activities and coursework in English

Master’S Certificate, Information Technology Foundations

Bachelor'S Degree, Hispanic-American, Puerto Rican, And Mexican-American/Chicano Studies

Associate'S Degree, Liberal Arts And Sciences/Liberal Studies

Computer Software Engineering