Robert Wainwright Email & Phone Number

Reston, Va, Us

Miami, Us

Miami, Us

Acting consultant on contact center operations, hospitality, technology, customer experience, communications, training, and culture. • Systems reviews including CRM, ACD, WFM, and remote workforce • Site selection review• NPS/CSAT review and action planning• Creation of SOPs• Budgeting standards and P&L management. • Management of technology vendors to ensure judicious deployment of technology impacting opening time-line.• Created, deployed, and trained staff on the response systems and CRM. • Pre and post opening operational and technology support.

Brooklyn, Us

Redefined the company’s three global contact centers with locations in London, Singapore, and Washington DC.  2018 Americas: o Gross Profit: +480 basis points, +32.6% YOY revenue increaseo EBITDA: +16.9% YOY 2018 EMEA: o Gross Profit: +300 basis points, +19.4% YOY revenue increaseo EBITDA: +54.4% YOY Created a new audit process which targeted individual and system issues and increased company margin from 14.7% to 21.2% within three months of new implementation Aligned global processes across three teams APAC (Singapore), EMEA (London), Americas (Washington DC) focused on two controllable aspects; speed to execution and accuracy  Updated QA program resulting in an increase of global NPS to 51 Created the brand standards and escalation paths for MOD and Executive MOD program Chairperson on IT Priorities Steering Committee  Reduced unassigned volume 77.6% and open tickets 87% after first two months of new process implementation

Richfield, Minnesota, Us

One of the largest and most successful consumer electronics retailers in the world. In fall of 2016, we opened the first stand-alone remote customer service and eCommerce center serving dotcom calls focused on Appliances and Home Theater.

Acting consultant on technologies and Customer Experience related to contact centers, hospitality, communications, telephony, training, brand deployment, and culture. Examples of work - Writing and developing training and presentations for Brand Culture, Handbook, Service Basics, and departmental SOPs including Contact Center and technology. Managing technology vendors to ensure judicious deployment of technology.Creating, deploying, and training staff on the customer response system.Provided pre and post opening operational and technology support.

New York, New York, Us

Created and led a 24/7/365 high performing contact center; direct reports include Contact Center Manager, Communications Services Manager, Conference Services Manager, Help Desk Manager, Network Manager, and Administrative Assistant. Created and managed budget and monthly P&L against EBITDA at 98%. Reviewed and updated all key performance indicators. Specified labor standards, infrastructure, and hardware requirements with the opening of new local properties. Managed 3rd Party outsourced contact centers for guest technical support. Establish a seamless and transparent guest experience. Authored RFP, selected vendor, and implemented installation of five PBXs and two multi-channel contact centers including text, chat, social media monitoring, QA, CRM, and call recording. Administrator to all systems including PBX (Avaya CM), ACD (Avaya Aura Multi-Channel Elite), CRM (Amcom), call recording, guest and administrative networks, operator console, character wake-ups, cellular and HDTV.

Trained clients on Definity, Legend, ACS, NEC, and Telrad systems. Programmed and configured Lucent, NEC and phone, ACD, and voice mail systems. Assisted customers with upgrading, relocating, troubleshooting systems and Y2K related issues. Conducted site surveys and consult with General Contractors. Produced and instructed five-day training course for all new sales and technical employees. Consulted with hotel management on onsite training and future requirements.  Certified on Lucent ACS and Merlin Legend.  Certified by Bell South on T-1, ISDN-BRI, ISDN-PRI and DSL.  Certified on the Lucent/Avaya Guestworks and Definity systems

Publicly traded retail and entertainment property venture from the creators of The Sci-Fi Network. Retail division included 30 locations positioned in A - B rated malls.Set daily sales goals and motivated staff to achieve these goals. Provided company-wide computer P.O.S. assistance. Responsible of hiring and training of retail based employees in the Eastern United States. Managed inventory control and product ordering.  Developed the computer trouble-shooting guide used by all district managers and store managers.  Traveled to other locations to conduct management training and store audits. Increased year over year sales by 19% through co-op marketing with mall management and other retailers.