Robert Mccullough Email & Phone Number

Leawood, Kansas, United States

 Oversee Membership Division Operations and staff from multiple sites.  Fields questions from members through multiple channels to explain benefits of membership.  Prepares and manages billing cycle for members. This includes Quarterly billing and Annual dues along with non-member assessments.  Responsible for database. (RAMCO) Completes end of month reports for the CEO, staff, and leadership team.  Responsible for Annual Budget.  Manages outreach to all new members regarding their new member education and code of ethics requirements.  Develops and instructs quarterly class for office administrators and personal assistants to learn important Association and policies and procedures. Notable Accomplishments Reduced abandon call rate by 60% by monitoring incoming call routing. Implemented monthly call and audit calibration sessions to improve organizational customer service and accuracy.  Improved work productivity and distribution by implementing individual automatic workflow queues within RAMCO. Engaged directly with Brokers and scheduled personal meetings to discuss membership enrollment barriers to enhance new member onboarding process.  Created monthly report tracking incoming call volumes, store sales by location, membership volume, and iBox and eKey monthly enrollments/allocations.

Overland Park, Kansas, United States

 Business operations strategist and visionary in charge of leading day-to-day business operations for a successful trucking company, including staff management, vendor relationship, training and development, and operational efficiency.  Skillfully manage complex operational functions, including inter-company communications, problem resolution, inventory management, and customer satisfaction.  Build and cultivate strong relationships with internal stakeholders and colleagues to meet and exceed operational objectives. Deliver best-in-class service by implementing new systems to boost efficiency.  Champion successful strategies to effectively generate $1M+ in new business revenue within six months Restructured driving region to include only deliveries within the midwest. Initiated broker contract standardization policy to assist our dispatchers with the minimum criteria to accept the shipment. Provided empowering leadership, guidance, training, and direction to a team of 10 drivers. Ensure strict alignment with all DOT and regulatory compliance standards. Improved process efficiency by creating a shared drive that included a folder hierarchy that allowed both management and drivers access to important documents in a timely and efficient manner to keep the drivers on the road with less downtime. Created a filing system for all receipts, invoices, audit reviews, and taxable information.

Leawood, Kansas, United States

 Ensured long-term operational growth and success by leading all aspects of daily operations, including creating and executing monthly reports, developing and launching member retention campaigns, training and developing a multifaceted team, and resolving/satisfying member requests/issues. Led, guided, and directed a team of 15-member support and operations specialists. Improved team performance and created a more competitive environment by developing an "Agent 360 Dashboard" for each team member, which showed their monthly metrics and ranked performance among other team members.  Increased member satisfaction scores by creating and deploying a customer service training program. Drove monthly improvement in QA scores, improving quality among several team members by implementing a new grading scale/philosophy based on training received from Johnson County Community College entitled “Increasing Your Emotional Intelligence.” Facilitated significant improvements in customer satisfaction survey participation by restructuring the email survey and survey questions. Researched and implemented a post-chat survey immediately after completing their chat. Boosted overall phone participation rate and provided actionable items in need of resolution for the members. Drove an increase in member relations by creating a monthly organizational report titled, "Voice of the Member”. Created automatic template contact logs within Salesforce for the team to code the type of contact and notate any feedback, compliment, or complaint to reduce the chances of lost feedback.

Overland Park, Kansas

 Consistently meet expectations through dynamic day-to-day operational leadership, including overseeing input of new business applications, rollover policies, paid renewals, scanning and indexing processes, and workflow processes.  Oversaw, led, and directed a high-performing team of up to 22 underwriters, including scheduling, mentoring, coaching, preparing, and delivering performance evaluations. Successfully streamlined operations to improve call handling metrics while meeting phone and processing service levels. Improved quality scores by training the team on a quality philosophy called H.E.A.T. (Hear, Empathize, Acknowledge, Take Action). Succeeded in decreasing overall escalations each month with the supplemental H.E.A.T. training. Exercised discretion and strict attention to detail while monitoring and managing the Underwriting phone queues through CMS to meet SLAs and maximize first-time final processing to improve customer service.

Overland Park, Kansas

Kansas City, Missouri

Prairie Village, Kansas

Formerly lock\line Insurance