Rob Decker Email & Phone Number

Largo, FL, US

Tampa, Florida, United States

• Dedicated relationship manager for three largest debt settlement companies, ensuring vendor/client continuity during >150% growth.
• Analyze scrub process (large data sets) for accuracy and improvement opportunities resulting in a break rate at or below 3%.

Clearwater, Florida, United States

• Launched and grew a specialty coffee startup, achieving consistent revenue growth of approximately 50% year-over-year.
• Established a defined, repeatable process, ensuring consistency.
• Optimized supply chain by leveraging local grower relationships, reducing costs by an average of 15%.
• Increased sales by 20% through targeted marketing strategies and enhanced client relationships.

Odessa, Florida, United States

• Led a remote team of 25+ in curing distressed auto loans and leases.
• Mentored and trained staff, driving compliant performance through KPI education and monitoring.
• Implemented policy and procedural changes, improving operational efficiency.
• Fostered emotionally intelligent engagement and motivation in a remote work environment leading to less than 5% shrinkage on average.

Houston, Texas, United States

• Directed staffing, training, vendor relationships, building management, and technology initiatives for a 75-person contact center.
• Relationship management for key clients including forecasting, performance reviews, presenting monthly and quarterly business reviews.
• Met and exceeded KPI and scorecard objectives through process improvements.

Houston, Texas, United States

• Mentored collections management team with a concentration on emotional intelligence, improving performance and compliance through engagement, resulting in leader position on highly competitive scorecard segments.
• Led 7 collection managers and 40 collectors through on-site to remote transition during the pandemic. Focused on compliance, client standards, and team engagement, resulting in uninterrupted performance.

Tampa/St. Petersburg, Florida Area

• Key client relationship and department manager for largest revenue producer, growing from $1MM monthly to over $4MM per month. Responsible for forecasting, reporting, supervision of 2 team leads and 15-20 account.
• Developed and managed a department servicing a national department store chain, achieving significant revenue growth of 100% year-over-year from inception due to increased market share resulting from scorecard and.
• Regularly interface with key clients to deliver periodical business reviews and discuss KPI + SLA adherence.
• Achieved offshore BPO growth from five to more than fifty agents, providing processes ranging from point calls to full-service customer experience.
• Monitored time and attendance, campaign planning, and quality control.

Greater Tampa Bay Area And Buffalo NY

• Led teams of up to 40 collectors consistently surpassing liquidation and operational performance benchmarks.
• Developed advanced training programs, optimized operational processes, and implemented targeted strategies that improved results.
• Successfully launched and grew new divisions, ensuring adherence to client and compliance standards.