Robert Moon 🏳️‍🌈 Email & Phone Number

Oakland, California, Us

Own the strategy, development, implementation, and overall performance for technical training programs that drive onboarding and enablement in a >500-person Engineering and Customer Support organization. Recruit, hire, and manage a global team of 3 people in the US, Ireland, and India. Lead the team to build and deliver technical learning paths, eLearning self-paced courses, and certifications. Establish core program structure, framework, and workflows while streamlining and standardizing the onboardingprocess. Manage vendor relations and launch a new LMS to automate processes. Consistently achieve OKRs and performance goals. Designed and implemented >110 courses (>375 artifacts, >1200 knowledge check questions, >4000 knowledge check responses) with strong eSat/CSAT and team performance impacts.

Oakland, California, Us

Developed course content catalog for courses, and learning paths for reference, including technical learning paths, eLearning self-paced courses, certification, and other enablement programs to maximize the technical and support team members' success in their role. Built and managed an enablement team, developing, building, and managing technical training content and programs thatdrive onboarding and enablement of global Engineering and Customer Support teams. Implemented a new onboarding program focused on roles leveraging micro-learning developed content. Incorporated >140 third-party technical training courses into the program. Established Training Request process and work management flow with a focus on Kirkpatrick L3 and L4 metrics measuring training impacts.

San Francisco, Ca, Us

Business Registered: 6/2016Active Consulting/Contracting: 2019 to 2021Served as a trusted advisor and strategic consultant to a portfolio of startup and enterprise clients. Partnered with stakeholders to capture goals, align priorities, and deliver high-impact professional development programs. Led the design of skill and performance-based curriculum, including customer service and technical training, learning management platforms, and QA programs.

San Francisco, Ca, Us

Championed the planning and delivery of a best-in-class sales and customer care training andLeadership Development Program; identified Korn Ferry competencies for leveling and compensationbanding. Analyzed 26 vendor potential program solutions for management and presented the top 3 recommendations aligned with leadership-defined needs.Rock Health’s 2017 Best Digital Health Company to Work For (http://bit.ly/2gJA8bG)Glassdoor’s 2016/2017/2018 Best Places to Work (http://bit.ly/2is4znv) (#2 in SMB)Stevie® Award Customer Service Department of the Year (http://stevieawards.com/sales/2016-stevie%C2%AE-award-winners) (3 years running – 1 bronze, 1 silver, 1 gold)

Mountain View, Ca, Us

From Start upRecruited to create a foundational customer service program during rapid growth from 100 to 1,200+ employees. Designed andlaunched a national, state-of-the-art training center. Managed program implementations for Customer Support, Installer Trainingfoundation, and QA programs. Created competency maps for skill-based training. Hired, managed, and motivated a team of 8. Reduced training time by 47%; increased retention and tripled the tech capability with outsourced vendor installers leveraging our designed training program that provided industry-recognized certification.7 peer-bonuses, 2 spot bonuses and 11 kudos unsolicited recognizing partnerships and results.

San Francisco, Ca, Us

Recruited and led the curriculum development for three outsourced contact centers. Reduced training time and costs by 40%. Improved proficiency and performance. Reduced AHT from 22 to 18 mins, improving Break AUX down from 18% to 7%. Increased first call resolution 14%.

New York, Ny, Us

From Start upRecruited to establish and streamline real-time communications to enhance the integrity/consistency of customer messaging for one of the world's largest ticket marketplaces, create and implement a Learning & Devleopment strategy/program, source and implement various telecom software programs to address contact center QA and fraud. Led Training, QA, Executive Customer Care, Payments, Fulfillment, Fraud, Knowledge Base implementation and special projects teams. Bought by ebay.Selected Accomplishments/Primary Projects:• Project managed implementation and integration of the call monitoring, speech analytics and fraud engine systems; increased productivity while driving product enhancements and customer satisfaction. • Spearheaded the development, creation and implementation of training programs; slashed training time in half. • Identified/implemented process improvement opportunities which generated over $1M in annual savings.• Managed development of QA programs to enhance service-level agreements; earned two high-profile CSAT customer service awards during tenure. • Worked across the organization to develop/enable an online Help function which dramatically decreased incoming calls/emails.• Managed local and virtual team members

From Start upManaged outsourced 24/7/365 Customer Service performance for a leading third party logistics provider for local delivery; analyzed account contacts and issues to identify root causes and opportunities for ongoing process improvement.• Partnered with contracted telecom teams for improvements and issue resolution in order to increase service levels.• Designed and facilitated Train-the-Trainer (TTT) for instructional adjustments, release and refresher training.• Drove product and process enhancements by reviewing/suggesting new features for releases. • Reviewed delivery claims; worked in tandem with finance and account management teams to resolve escalations.Selected Accomplishments/Primary Projects: • Consistently met/surpassed aggressive service level goals.• Developed training programs and reference materials; reduced training time by 20%.• Created/maintained online Help; cut inbound call/email volume by 15%.• Collaborated cross-functionally in the development of online Help, significantly reducing inbound call/email volume.• Recognized repeatedly for customer service and work excellence including “Hard Hat” and “Just Do It” awards.

Coursework Completed Toward A Bachelor Of Arts Degree In Biology And Minor In Graphic Design, Biology, General

Business Administration And Management, General