Robert Marble Email & Phone Number

Patterson, Ca, Us

Livermore, Ca

Manage all tasks related to documentation and information management; established company standards, implemented and currently manage the company's cloud-based storage/records retrieval. Worked directly with company founder to develop/deliver investor presentations which raised nearly $1 million of start-up capital in 2016. Develop/deliver accurate and complete marketing and end-user materials, (including product sheets and brochures, sales packages, user's manuals, social media graphics and all related photography). Develop/deliver product and sales-related training to dealers, distributors and call center personnel. Write and produce all company articles and print ads appearing in industry-leading publications. Collaborated with senior leadership to develop and execute the company's 2017 strategic marketing plans, resulting in a 79% increase in sales year to date over prior year's sales. Support Chief Operating Officer with daily operational functions and maintain the company's Weekly Activity Registers.Manage outsourced services including; call center operations, trade show display and marketing material providers, video production crews, etc. Developed and manage company's social media platforms. Create press releases and manage corporate media relations. Manage company's General Services Administration, Veterans Administration and Small Business governmentcertification programs. Attained GSA/VA SAM (System for Award Management) certification for the company.

Tracy, Ca

Managed development and delivery of targeted Customer Service, Leadership, Product and Systems Training. Led division's first use of internally produced multi-media training. Assigned additional role as Nationwide Technical Writer in 2014, worked directly with division vice president to produce a diverse range of senior leadership communications and an extensive on-line management procedure manual covering all aspects of division's nationwide operations -- which became the primary resource for all leaders in all division locations.Assigned additional responsibility of developing, implementing and leading the first in-house IT Technical Support Help Desk in 2015. Designed all SOPs, troubleshooting guides and training materials, trained staff, and coordinated related logistics. Managed a growing team of IT professionals, providing critical IT support to the global corporation, resulting in reductions to hold times, improvements in time to resolution and significantly improved customer satisfaction ratings.Led development and implementation of Salesforce related training and SOPs for the division.Also served as photographer/graphics designer for training, tech support and call center operations.

Dublin, Ca

Managed two teams of 25 customer solutions engineers, supporting a wide range of products for a diverse customer base. Trained, coached and mentored staff to ensure smooth adoption of new programs. Managed all aspects of customer relations and associate performance.Successfully drove sales initiatives to targets. Maintained profitability and high CSAT ratings within the SF Bay Area and turned-around the troubled Central Valley operation. Led business team of eleven managers, establishing best practices and organizing/leading candidate interview/selection processes. Achieved highest customer satisfaction ratings within business team. Managed business team's $9 million annual P&L budget to forecast. Conducted ongoing QA and safety inspections of technician vehicles, field shops and off-site storage facilities. Developed/implemented region-wide associate expectations, subsequently used by HR as the model for other regions. Established reputation for exceptional documentation and HR-related skills, highly accurate budget and trend forecasting, successful strategic planning for new initiatives, as well as developing/maintaining collaborative, win/win partnerships, (internal and external).

Dublin, Ca

Established and managed new department consisting of 14 associates and seven training centers supporting a nationwide force of Customer Solutions Engineers. Managed associate and operational performance. Managed $3.5 million annual budget to forecast. Increased ATM up-time in Eastern Area by 75%, increased cash-sorter up-time in Western Area by 100%. Spearheaded cross-functional nationwide initiative which returned struggling line of business to profitability. Assisted in the development and related staff training for new audio/video multimedia production facility. Provided Master Trainer training and certification for department's instructors. Recognized by senior leadership for significant contributions.

Livermore, Ca

Developed and managed Bank of America’s Field Services training department. Developed and presented product specific Instructor Led Training programs to Bank associates and managers. Increased capacity, added staff, expanded to three facilities. Developed multi-media training programs, end user guides, and quick reference guides for service personnel, resulting in improved associate and product performance at a reduced cost. Developed comprehensive training matrix system to track and plan for the division’s training needs. Maintained training department with the highest customer satisfaction ratings in the division. Assumed leadership of under-achieving Technical Support Department. Established new procedures, enhanced talent, developed multi-shift rotations and 24/7 support. Recognized for turning the department around. Successfully managed departments’ budgets to forecast. Managed divisional safety training, certifications and regulatory compliance. Represented Bank of America at corporate and public events, trade shows and career fairs.

Led product support improvement initiatives and managed business machine product rollouts throughout the Bank of America footprint. Managed pre-testing of key supplies, qualified second-source alternatives and resolved problems with existing supplies, significantly reducing losses to the company. Developed and managed Customer Service and Workplace Safety programs. Led resolutions to Micro Data Capture problems between bank operations and OEMs, establishing lasting partnerships. Promoted to Training Manager while maintaining existing roles. Managed instructors in two facilities, coordinated all technician training. Led testing and evaluation of all customer service candidates for the division. Developed multi-media production facility. Pioneered use of self-study training. Significantly reduced training-related costs.