Robert Stone, Mba Email & Phone Number

Charlotte, Nc, Us

Administration and management of a team within the MS121 team. Individual monitoring and development of associates to drive performance including establishment of goals, feedback on performance and ensuring adherence to program metrics and contractual obligations. • Drive performance through coaching and development• Analyze quality and performance for trends • Initiate process improvements• Develop tools to increase efficiency• Work with client contact to resolve any operational challenges• Manage and administer program policies and procedures

Charlotte, North Carolina

Administer HCSC BCBS Campaign in the Charlotte, NC location; maintain and monitor the requirements of the campaign contract. Establish sales quotas, related performance objectives, and provide the leadership to support and develop sales teams. Oversee and coordinate the planning, organizing, and training for year-round agents in Charlotte and Chicago locations necessary to achieve sales, quality and employee retention goals. Communicate with team job expectations; plan, monitor, assess and recognize job contributions, adhere and promote compliance with all policies and procedures.Coach and develop 7 Sales Leaders and 90 sales agents to meet performance objectives while providing excellent consumer experiences, and meeting service levels.Identifies areas of process improvement and works effectively within the organization to implement resolutions on a timely basis.Participate in client visits and round tables to provide input on program performance or new programs being offered.Work closely with Workforce Management and assist in the recruitment, training, and retention of Team Managers and Benefits Agents.Ensure operational standards and legal requirements are met while delivering superior sales performance and an exceptional consumer experience.Serve as a product knowledge expert for the carrier and call center business; enhance call quality by 2.5% in a three month period. Accomplish certification and licensing for Health Insurance Sales in SC.

Fort Mill, Sc

Managed staff, prepared work schedule for up to 95 agents, assigned specific duties, and observed behaviors. Analyzed, developed, and implemented customized programs to improve productivity, company culture, and reduced attrition. Engaged business leaders in strategy discussions while leveraging analytics and process improvement methodologies to provide a data-driven approach; translated business strategy into human capital needs and potential impacts.Collected and evaluated an extensive range of data and produced through spreadsheets for PowerPoint presentations and Outlook distribution.Researched and utilized data; generated effective reports for departmental and organization needs.Closely associated with the Sales Management team to optimize customer experience while managing costs and driving customer engagement.Conducted analysis to assess call and processing arrival patterns and volume impacts; developed a new methodology to enhance forecasting accuracy.

Charlotte, North Carolina Area

Prospected for new clients to create new market share to sell home security products and services. Handled multiple accounts and served as a liaison in the entire installation. Ensured adherence to current ADT policies, procedures, products, programs, pricing, budget, technologies, and services through timely communications.Established and developed mutually beneficial relationships with existing clients to obtain referrals to develop into new sales.Monitored job progress and demonstrated system operation during a final “walk-through” with clients.Maintained an in-depth knowledge base of product lines, services, and customer needs through training and research.Built rapport and trust with customers; traveled to existing clients’ home when services are needed.Researched and evaluated current crime trends to categorize geographic areas of opportunity.

Charlotte, North Carolina Area

Led regular assessment and examination of Profit and Loss Statement to minimize costs and enhance profits. Worked to improve accuracy and customer service and quality levels in the department. Planned and executed action plans to reduce inventory loss.Conducted semi-annual inventories assessment and generated report results.Assisted in developing and maintaining inventory/security controls to prevent shrinkage and shortages.Monitored operational policies and procedures; ensured the most efficient and effective processing of delivery orders.

Master Of Business Administration - Mba, Business, Management, Marketing, And Related Support Services, 3.87

Bachelor Of Business Administration - Bba, Business Administration And Management, General, 3.88