Robert Jobe Email & Phone Number

United States

• Managed and consulted for overall field operations for the business including operations, Human Resources, and marketing. This included sourcing and strategy, recruitment, onboarding, and engagement to improve.
• Accelerated sales by 24%, 6% more than projections in the first fiscal year by implementing new processes for efficiencies and creating a culture of service-based sales outside the restaurant.
• Led the development of new leaders, executives, and owner/operators, influencing operators and restaurant leadership to drive daily operations.
• Maintained compliance with all laws and compliance standards in daily operations, finance, and employee relations.
• Implemented voice of the customer, collecting feedback and prioritizing initiatives based on customer perception and feedback.
• Reviewed financial results and identified areas of opportunity and ways to reduce cost and increase profitability.

Amarillo, Texas

• Directed review and interpretation of the operational needs for all client and internal projects focusing on the engagement, satisfaction, and success of all clients and employees in the business unit. Responsible for.
• Successfully attained +95% of client success metrics and financial budgets, along with improvement in employee retention by 9% and employee satisfaction by 14%, controlling contact centers over 1000 employees.
• Redeveloped manager training programs focusing on building a culture of servant leadership, and creating a full circle employee feedback program.
• Spearheaded social media and digital transformation team in achieving a higher return on investment in business development, employee engagement, and brand awareness across the North American markets.
• Headed sigma teams on instructional and process redesigns of core business operating models and processes for alignment with engaging employee experience and client satisfaction.
• Acted as Senior Lead of North America of continuous improvement and performance teams as well as digital and marketing.

Amarillo, Texas Area

• Provided leadership for Front Line Supervisors with responsibility for multiple business units, clients, and locations including financial forecasting/planning, tracking, and analysis of profit and losses. Key.
• Increased profitability by 8%, implementing new processing standards and removing inefficient and ineffective processes.
• Enhanced client, customer, and employee satisfaction through the establishment of robust management guides and processes.
• Boosted SLA metric from 75.00% to +99% consistently through development and implementation of management processes.
• Maximized business unit's financial efficiency by 17% and profit by 8% through execution of effective processes.
• Initiated training and accountability structure to maintain client quality at 99%+ consistently against a 90% goal while maintaining employee morale, increasing engagement, and reducing attrition.

Amarillo, Texas

• Supported agents delivering an excellent customer experience and achieve key sales and performance metrics, ensuring quality customer interactions and generating a sales-oriented culture.Key Achievements:
• Established and executed creative coaching and communication techniques to motivate, develop, and reward a large workforce, both face-to-face in the center and virtually.
• Achieved customer NPS of more than 40 points and high employee satisfaction, establishing process improvements and client value addition practices.