Robert C. Grote Email & Phone Number

Concord, California, United States

I am proud to have built a super fantastic team in our service center providing a gold standard level of service while developing the team to grow through constant training in the areas of change management, Customer Service, and individual development. Teaching the team to focus on the customer's needs, not reading off a script has been critical to our team's success at retaining customers at the highest level in the industry. Weekly check-ins with the team, managing metrics, and supporting the team with challenging customers has been tantamount to our success. We have successfully transitioned from Zendesk to Salesforce, from In Touch to Ring Central and have expanded our inter-departmental communications with the Marketing Team, the Customer Programs team, and all of MCE. Our employee retention is at 100% due to our continued focus on employee development. I am proud of the work the team has done and how they have responded time and time again as changes have been thrown at them over the past couple of years.

Concord, California, United States

As part of the Public Affairs Department and part of the customer operations team I will be building, teaching, training and developing a team to develop the gold standard of service for our industry. I will be evaluating and recommending customer service standards as well as mentoring team members.

Greater Los Angeles Area

Multi location Operations and Business Development Executive with proven expertise leading organizations in a highly competitive industries where the customer experience, strategic planning, sales, marketing, employee development and retention and closely managing the P&L via metrics is the differentiating factor for success and profitability. I am a strong leader and self starter with a proven track record of success in five different countries.Specialties: Operations, Business Development,Marketing, Contract Negotiations, P & L Management, Customer Service, General Management, International Business, Sales Management, Acquisition Integration, Strategic Planning

Greater Los Angeles Area

I was accountable for P & L across 23 operations in 4 and 5-Star Hotels in the Los Angeles Market. Through my leadership in guiding a team of 225 employees, I was able to position the company as a leader in the industry. Successes included a 96% retention in contracts and revenue increases of an average of 22% per year through strategic partnerships, enhanced customer service initiatives, strategic planning, and disciplined execution. My efforts resulted in recognition as ‘Best Audio VisualCompany’ by Meeting and Events Magazines for three consecutive years and establishment as the ‘top region’ designation in employee satisfaction in the Western Region.

I was responsible for operational management, strategy, account development, business growth, talent development, employee and retention, and customer service for the company. Overseeing 42 locations across San Fernando, Santa Clarita, and the Antelope Valley and over 300 employees, I increased profits, grew the business by 6% in one year, and implemented cost control measures to deliver an increase in operating profits of 10% in two years in a very mature market.

I was offered the opportunity to develop a niche market for the Enterprise brand in Germany. Through strategic marketing initiatives, talent selection, training, and C-Suite level relationships and negotiations, I was able to open 18 locations, establish a trusting and compelling brand, and drive growth and profitability for the company. Deliverables included growing rental fleet at over 20% per year for six consecutive years, maintaining an 80+% employee retention rate, while generating revenues over one million Euros a month.