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.

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.
• 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.
• 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.
• 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.