Rob Viola Email & Phone Number

Falmouth, Maine, United States

Portland, Maine Metropolitan Area

• Mentored an expanded team of 6 mission-driven individuals who drafted and distributed intra-departmental communications regarding:-Policy and procedural changes-System outages-Ever-changing marketing offers, promotions and sales-Numerous other time-sensitive messages. • Collaborated with my team to redesign the entire knowledge management, and training, utilizing CS agent feedback to identify opportunity areas. It was a project 6 months in the making and our polling proved that 93% of users found it an effective and useful resource• Expanded the onboarding program to be more engaging in a remote training environment• Launched a consistent cadence of continuing education lessons utilizing demonstratable metrics, supervisor feedback and general trends to identify our most urgent needs• Solely responsible for facilitating and hosting a bi-weekly departmental meeting: -Created content-Celebrated & recognized notable achievements of teams and individuals-Coordinated guest speakers-Gathered information from other departments to communicate changes and initiatives-Made the content available to those who could not attend the live event

Portland, Maine, United States

• Led a small but mighty team of 3 talented individuals who drafted and distributed intra-departmental communications regarding Policy and procedural changes, System outages, Ever-changing marketing offers, promotions, sales, and numerous other time-sensitive messages• Authored, outlined, and conveyed high level and extremely detailed pieces of information to a 100% remote workplace• Considered all aspects of a fully remote workforce, including time zones, shifts, and workday schedules to ensure consistent and sustainable methods that would keep our entire team informed and educated• Continued to create, evolve and host a bi-weekly meeting attended by all members of the department either in real-time or via recording

Portland, Maine

• Drafted and distributed intra-departmental communications regarding Policy and procedural changes, System outages, Ever-changing marketing offers, promotions, and sales, Numerous other time-sensitive messages. •Authored, outlined, and conveyed high level and extremely detailed pieces of information to a 100% remote workplace• Created and hosted a bi-weekly departmental meeting - I created all the content including mission-critical procedural updates, coordinated guest speakers celebrated and recognized notable achievements of teams and individuals- Ensured all employees had access to the content discussed in the meeting even if they were not able to attend the live event- Pivoted from an in-person meeting to fully remote in 2020 while maintaining accessibility

Portland, Maine

• Strengthened the onboarding program I developed in my previous role, now in a full-time capacity• The sole trainer who taught and excited dozens of new customer service agents to be their best at Grove• Provided tailored guidance and support throughout the onboarding process

Portland, Maine

• Mentored agents with less experience to help them understand their weaknesses and identify a plan to improve, grow in their role and ultimately meet & exceed their goals• Actively developed a consistent and sustainable onboarding program as we quickly ramped up hiring to build an entire customer service department• Inspired new hires to be a part of an organization that is a positive force for good

Portland, Maine

• Delivered exceptional service to solve customer issues quickly and accurately via phones, live-chat, and email while maintaining a high level of customer satisfaction• Advised customers who are new to sustainable and natural products to allow them to make an educated decision

Brunswick, Maine

Served as the liaison between Wayfair and prospective new customers to the business to business program• Engaged with customers to establish trust and identify their top needs• Solved customer problems by providing tailored solutions for their unique situation• Closed the sale to provide the desired outcome to the client• Evaluated the future value of the account and maintained a personal connection to ensure repeat business

2 sport collegiate athletic official. Women's Basketball and Field Hockey.

Melrose, Ma

Full service, Full time, licensed REALTOR servicing communities north of Boston. Buyers, Sellers, Rentals and Property Management

Varsity Women's Basketball Official

Varsity Boys Lacrosse Official

Maynard, Ma

My duties included the daily distribution of invoices, statements and other administrative correspondences. I process credit cards and deposit checks before posting payments to the appropriate customer accounts. I monitor these accounts for delinquency and engage in collection procedures when necessary. I am responsible for maintaining office supplies and general office conditions.

Bachelor Of Arts - Ba, Geography

Bachelor of Arts, Geography 2008 Spartan Marching Band, Squad Leader 2004-2007

Education record

Activities and Societies: Melrose High School Jazz Band, Melrose High School Marching Band, Melrose High School Indoor Track, Melrose High.