Robert K. Timlin Email & Phone Number

Olyphant, Pa

I currently direct global product distribution and logistics for the international post graduate test preparation company. I have exceled as an organizational leader through 3 successive merger & acquisition transitions of the company. I was offered several new executive positions in lieu of layoffs and position eliminations. I have demonstrated value, grit, and dependability throughout my tenure by accepting responsibility and consistently delivering results. Highlights of accomplishments in this role include:• Manage $750K-$1.2M in monthly inventory and logistics for printed test preparation books.• Introduced first-ever cost analysis shipping and paper quality determinations.• Saved $1.5M in one year and lowered the cost per book through expanded vendor relationships and by conducting inventory trend analysis to smooth supply and demand.• Reduced overnight shipments by 50% through a ticketing system that saved hundreds of thousands of dollars annually.• Implemented just-in-time inventory management and interdepartmental forecasting to reduce warehouse space/storage costs.

Olyphant, Pennsylvania

I was promoted to lead all student services and IT support as well as retention and sales efforts for existing students. I championed the student experience through a company sale that involved spearheading the establishment of a centralized student support operation.Highlights of accomplishments in this role include:• Stood up and trained an entire 40-member team to take over all US and Canada location service/support roles, performing customer service, operations, and white-glove outreach. • Consolidated support operations from 38 physical locations into the new shared service center. Improved local office marketing and sales performance by removing the burden of student servicing. • Navigated positive, successful transition for existing staff with many securing higher-level roles outside the company.• Acted as the company’s Voice of Customer steward by leveraging CRM data and analytics to advise stakeholders and highlight opportunities. Implemented customer complaint tracking and resolution before conducting post-mortem analysis.• Designed and drove a targeted retention campaign that proactively prompted students to complete unfinished courses.

Olyphant, Pa

With The Princeton Review, I managed $30M in annual sales by growing the team to 40 members comprised of 25+ in inside sales, 7 in outbound sales, and 8 in tech support. I was hired over 5 internal candidates vying for the role to lead inside sales for the company. I met individually with each team member to build rapport and overcome any resistance while overseeing hiring, training, and coaching.Highlights of accomplishments in this role include:• Increased sales from $200K per month to a peak of $750K by implementing outbound dial minimums and lead activity metrics.• Grew annual sales by 9.23% by increasing the customer engagement rate from 72% to 90%. • Introduced new KPIs and sales goals to bring equity and accountability to the team.• Converted PBX phone system to a Cloud-based VOIP and executed transition from inbound-only to hybrid inbound/outbound call model.• Shifted negative culture from previous leadership to one of motivation for team members to develop and grow.

Northeast United States

I was promoted to lead multi-channel new student recruitment and existing student retention. I managed 8 teams of 6-10 outbound agents. I turned around underperforming sales teams by forecasting, traveling, and communicating goals to call center teams in markets across the northeastern US. I recalibrated student acquisition goals to be more realistic and motivating by challenging agents with historical performance data.

Dunmore, Pa

With ITT, I received Employee of the Year honors and ranked as the #1 and #2 Admissions Representative in consecutive years. I performed new student recruitment by contacting students, conducting campus tours, and closing with an educational value proposition. I became a team lead by taking initiative to create competitions in the bullpen and offer rewards to top performers.