Robert Easterday Email & Phone Number

Ann Arbor, Michigan, United States

Farmington, Michigan

Directs the program headquarters for an automotive client that supports 586 car dealerships and 40 regional managers. Areas of support include claims processing, call center, U.S. incentives, financial reconciliation and reporting. Leads a team of 2 team leaders, 13 senior agents, 4 agents and 1 analyst.Achieved all KPI goals in 2018. Areas measured.

Southfield, Michigan

Successfully lead a team of 30-40 iOS Technical Support Advisors to achieve outstanding customer service experiences, while also managing projects for COPC within a large BPO. Created a root cause analysis and action plan for customer dissatisfaction in the Mac + group.Achieved the #1 iOS Team Leader scorecard during the first month working with the.

Southfield Michigan

Independently lead a Six Sigma project across multiple departments to reduce the cost of attrition for the iOS program. This project was presented as for COPC accreditation on 6/10/2014. Lead a team of 15-31 customer service and sales agents while managing quality projects for COPC compliance.Consistently ranked the highest performing Team Leader on the.

Southfield Michigan

Independently lead a Six Sigma project across multiple departments to reduce the cost of attrition for the iOS program. This project was presented as for COPC accreditation on 6/10/2014. Lead a team of 15-31 customer service and sales agents while managing quality projects for COPC compliance within a major BPO.Consistently ranked the highest performing.

Farmington Hills

Oversaw the operation of the Farmington Hills 24/7 customer service call center for Netflix. This included 24 Team Leaders, 24 Coaches, and 346 agents. Directly managed a team of 6 Team Leaders, 6 Coaches and 90 agents in a BPO setting.Reduced customer dissatisfaction from 5.69% to 4.98%, absenteeism from 13.55% to 6.78% and attrition from 4.34% to 2.99%.

Southfield, Michigan

Lead a team of 15-30 customer service and sales agents that consistently outperformed the enterprise average in sales for a large BPO.Managed the Employee Engagement Committee for the 350-person site in 2012. Improved moral through employee appreciation, seasonal activities and charity work.Created a problem solving process for call monitoring mandate..

Southfield, Michigan

Supported a team of 25-30 Technical Support Representatives and Sales Support Representatives in the area of call quality. Assessed calls against quality standards on controlled documents. Tracked the team's performance over time.Reviewed customer comments and net promoter scores for trends. Provided individualized coaching on all dissatisfied comments.