Robert Tobey Email and Phone Number

• Created and implemented a Self-directed / Self-paced experiential learning program designed to reduce onboarding time and create a better learning experience for new hires.• Using eLearning-formatted curriculum combined with Instructor Lead training implemented a new call flow to all existing Customer Service Representatives.• Assessed the current customer care-training program and implemented immediate changes to provide new hires with an improved learning experience.• Structured… Show more • Created and implemented a Self-directed / Self-paced experiential learning program designed to reduce onboarding time and create a better learning experience for new hires.• Using eLearning-formatted curriculum combined with Instructor Lead training implemented a new call flow to all existing Customer Service Representatives.• Assessed the current customer care-training program and implemented immediate changes to provide new hires with an improved learning experience.• Structured existing training materials into more formalized training materials focusing on adult learning concepts.• Provided leadership and guidance for the development of an existing automotive trainer with little to no training experience.• Collaborated with the Customer Service leadership team to create a formalized call flow competency-coaching document.• Lead a team of product development, studio and customer care team members in the development of Mirrors training designed to reduce Returns from customers.• Scoped and researched the use of a Learning Management System to be utilized initially in customer care to reduce onboarding time and more efficiently provide upskilling for existing Customer Service Representatives.• Provided learning and development insight into the onboarding of third party call center representatives. Show less

• Partner with the Customer Care Leadership to provide effective coaching tools post incumbent service training launch.• Instrumental in the deployment of the new learning experience,“Learning Nucleus” by collaborating with Care leadership to provide quality skill based assessments of new hires on a daily basis.• Collaborated with the sales program manger to develop and implement the Inbound Sales curriculum. • Continuously partner with front-line leadership and human resources to… Show more • Partner with the Customer Care Leadership to provide effective coaching tools post incumbent service training launch.• Instrumental in the deployment of the new learning experience,“Learning Nucleus” by collaborating with Care leadership to provide quality skill based assessments of new hires on a daily basis.• Collaborated with the sales program manger to develop and implement the Inbound Sales curriculum. • Continuously partner with front-line leadership and human resources to provide new hires with progress on their performance. Show less

• Provided high quality customer experience training to new hires and existing employees.• Instrumental in the delivery of a new order entry tool that reduced order entry time from 28 to 4 minutes.• Strategically implemented sales training for all 230-service center employees to increase sales performance.• Assisted with developing and implementing curriculum for the first Business Services Center Of Excellence in the North East Division.

• Business Operations liaison for the opening of two retail locations.• Continually reviewed and analyzed team as well as individual performance to establish stretch goals to enhance the operational effectiveness and improve the customer experience.• Responsible for the daily operation of 6 service center locations in the metro Boston area.• Essential part of the start up team that developed regional digital phone policies and procedures to enhance operational excellence and the… Show more • Business Operations liaison for the opening of two retail locations.• Continually reviewed and analyzed team as well as individual performance to establish stretch goals to enhance the operational effectiveness and improve the customer experience.• Responsible for the daily operation of 6 service center locations in the metro Boston area.• Essential part of the start up team that developed regional digital phone policies and procedures to enhance operational excellence and the customer experience.• Assisted in the accelerated growth of the digital phone customer care team from 10 call center agents to over 100 agents. Show less

Responsible for supporting 15 employees and managing a Mail/ Fax/ copy room for Palmer and Dodge law firm in Boston, MA.

Served as a Postal clerk in the Marines from June of 1986 until June of 1994. I deployed in support of Operation Dessert Shield / Storm from August 1990 to April 1991. Served as a Marine Recruiter in Lowell, MA from June 1994 to February of 1998 when I was honorably discharged.