Robert Few Email & Phone Number

Taylors, South Carolina, US

• TCX serves small to fortune 100 companies in multiple markets; including multiple service operators (MSO), insurance carriers, healthcare, home security and home service companies. We also work very closely with many.
• 2019-2021—General Monitoring Services
• 2020-2021—Workhorse
• 2020—NRG-Reliant Energy
• 2020—Whidbey Telecom
• 2019-2020—Charter Communications

Stamford, Connecticut, US

• P&L responsibility for Charter Communications'' connected home/home security business across 28 states. Led Regulatory and Compliance department. Recruited to plan and launch new connected home/security services.
• Organized and led regulatory and legislative responses, ensuring licensing compliances in 28 states and 900+ municipalities.
• Created and led implementation of operational playbook optimizing standardization and efficiencies that accelerated Intelligent Home expansion across market.
• Reorganized and centralized retention efforts to slash customer attrition by 51% overall, dropping 90-day churn from 60% to under 33%, and first-year attrition from 60% to less than 20%.
• Restructured client interaction process from initial sales through installation, driving 68% increase in new installs.
• Redesigned customer experience program to offer cradle to grave affinity program that became cable industry standard.

Greenville, South Carolina, US

• Founder and operational leader for 3rd-party contract alarm monitoring services company. Identified market opportunity, created business plan and implementation roadmaps, secured funding, and led company through.
• Negotiated $1.5M in startup monies. Designed and built state-of-art alarm monitoring facility, making center operational in under 4 months, and achieving positive cash flow within first 18 months.
• Grew business to serve 500 alarm companies nationwide, with over 100K individual subscribers, personally capturing 65% of new customers within first 5 years by leveraging industry relationships and direct sales skills.
• Built new personal security business vertical, creating personal emergency response dealer network and growing it to 55K accounts in 3 years, adding $4M to annual revenues.
• Developed innovative disaster recovery plan with complete operational virtual image across 2 could servers, to allow remote service at need. Trained all operators to achieve 8-second response time, exceeding industry.

Longwood, FL, US

• Led all daily operations at contract alarm monitoring company with 360 employees providing monitoring services to over 5K alarm companies across the US, with 880K individual subscribers. Led 360 staff with $25M budget.
• Grew regional company with 50K subscribers into national leader with 850K+ subscribers and $100M in annual revenue.
• Surpassed budget objectives by creating well trained, highly efficient team to drive 73% drop in overtime (<10 hours per week), and 38% reduction in overall payroll while pushing customer satisfaction scores above 90%.
• Built incentive programs to improve operator accountability and efficiency, decreasing average response time by 89%, and capturing new industry standard of 12 seconds.
• Partnered with Human Resources to develop strategies to improve productivity, slash turnover and absenteeism, and drive overall 94% reduction in turnover.
• Developed infrastructure of systems, processes, and personnel supporting rapid growth from 100K to 850K accounts in 7 years.