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.

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.

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.

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..

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.

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.