Robert Cole Email & Phone Number

Austin, Texas, Us

Excited to help a really cool Credit Union serve our members and our team through online, mobile, and digital channels, connecting people with the services that enable their goals.

Austin, Tx, Us

Built a pre-IPO Support organization into a premier support delivery process in a publicly-traded company.Accountable for delivering technical customer support for a custom SaaS online banking and fintech solution and for creating referenceable customers for our sales team.Evolved a team of 9 generalized resources into 125 SME in 6 knowledge-based teams, using skills-based routing to put the resolution of each problem closer to the first touch.Created service approaches and teams that have spun off into other departments, including NOC, data import services, and Support Operations, data reporting and analytics.Assembled a team of leaders who guide their teams by example to deliver customer service consistently scoring 60+ in NPSt surveys.Increased reliability for customer support of a highly-customized banking services delivery platform by creating tiered teams and establishing well-defined roles for all support personnel at every level of the organizationScaled processes, leadership, and structures to accommodate a 20x increase in personnel, and reinvented each as needed to help enable growth to keep pace with the company and ever-increasing customer demands.Deepened company relationships with key partners, improving service delivery for our direct and indirect product portfolio.Reduced average hold time from over 10 minutes to under 10 seconds, and MTTR from more than seven days to 1.2 days, while resolving 87% of customer issues in level one.Achieved “Best Places to Work” recognition in eight consecutive years.

Austin, Texas, Us

● Managed 50 individuals across four departments for a $750MM Austin-based financial institution, with direct ownership of all back-office and sales operations across all branches, and responsibility for defining organizational vision, aligning priorities with financial goals, and establishing reporting in support of projects ● Increased sales by 280% over a three-year period and maintained a net promoter score of more than 70% by establishing a sales-through-service culture, restructuring organizational sales program guidelines and incentives, and coaching more than 70 employees across six business units ● Implemented the use of data analytics to facilitate targeted sales campaigns, resulting in lower attrition rates and accelerating growth● Contributed to more than $200MM growth in total deposits by expanding wallet share per member and capturing long-term investment opportunities through targeted sales efforts that aligned with the credit union’s goals● Built and managed a searchable, on-demand knowledge base on a Google mini platform, improving speed-to-answer, reducing errors, and accelerating ramp time for new team members● Authored and delivered sales, compliance, management, and coaching training to personnel across the organization

● Oversaw the creation, development, and presentation of IT disaster recovery and business continuity solutions for business customers of an Austin-based startup

● Built and implemented content delivery platform solutions, and presented highly-technical designs to non-technical customers to highlight each solution’s ability to meet specific business goals

Basking Ridge, Nj, Us

● Supervised Level 2 networking support services for customers served by major telecommunications company, with responsibility for building a nationwide NOC serving contracts worth more than $365MM in annual recurring revenue● Served as sole engineer responsible for designing and presenting outsourced support, network engineering, and NOC solutions to customers on contracts worth more than $10MM in annual recurring revenue

Us

● Managed more than 40 employees across two states and five departments in the delivery of a full range of data networking services to 13 national accounts, with responsibility for allocating resources in a functional and efficient manner to meet all contract deliverables