Robert Morris, Mba Email & Phone Number

Texas, United States

Seeking new opportunities to help organizations maximize their IT delivery. Interested in medium to large size companies who are focused on driving product differentiation and ROI through investment in technology. I have strong experience in large customer volumes, improving the customer experience, migration to the cloud, contact centers, ecommerce, CX.

Dallas-Fort Worth, Texas, US

• Led a newly created group to concentrate technical investment on optimizing the customer experience during Irregular Operations as well as post day of travel customer care. Systems serve to aid customers with flight.
• Oversaw all operational communications to customers, doubling down on delivery transformation progress by emphasizing cultural evolution toward psychological safety and team empowerment, moving to onshore co-located.
• Led IT team charged with replacing a legacy customer rebooking tool with an integrated SaaS product. Within one year, measured cost savings of $9M/yr. in delay related compensation and improved the passenger experience.
• Modernized the solution that supports the 3M daily operational messages to customers (delays, boarding notices, receipts, gate changes), meeting aggressive product metrics and driving a run rate savings of $1.1M/yr.
• Launched an integrated product that supported over $100M in flight revenue optimizations while providing a streamlined experience at the gate and driving down average compensation cost by over $7M/yr.
• Performed robotic process automation/AI prototyping via Customer Relations case management platform, eliminated thousands of man hours and improved response time to customers.

Dallas-Fort Worth, Texas, US

• Led the 150-member technology team (on and offshore) responsible for areas related to vital 24x7 airport operations including baggage handling, control center operations, staff planning, digital signage and business.
• Automated hotel/meal/voucher process, vastly driving down cost containment from around $100M/yr on delay related expenses, and providing a superior experience for agents, employees and vendors.
• Rolled out “ConnectMe” for Control Centers replacing archaic radio dispatch related processes, this internally developed collaboration tool greatly enabled operations staff to coordinate (via curated chat sessions) the.
• Partnered with startup on feasibility of creating a “facial recognition for bags” solution whereby airline could garner full situation awareness of baggage movement at a smaller cost point than RFID related alternatives.
• Modernized the Ground Event Tracking tool used by 24x7 airport control centers to drive real time situational awareness of the 30+ events required for a given flight to push back (AA launches over 6,000 flights a day)..
• Partnered with OR team to create a backend as well as a mobile application (T-Link) that optimized the route that tug drivers choose resulting in more efficient handling and reduced labor cost (est $2M/yr).

Dallas-Fort Worth, Texas, US

• Oversaw the 135-member global delivery team responsible for the core technology powering the $5B/yr AAdvantage loyalty program as well as the commercial email platform used by American’s marketing organization..
• AAdvantage Redesign: revamped the qualifying mechanisms around elite tier status calculations so that passenger ticket revenue would be an overt key driver. The outcome was a growth in annual revenue of $50M/yr+.
• Single Frequent Flyer Program (SFFP) American/US Airways merger (Feb 2014 – Mar 28, 2015): lead the technical integration of the US Airways Dividend Miles program into the AAdvantage loyalty program and per media.
• AAdvantage Platform Modernization: At a cost of $24M, from Jan 2011 to Nov 2013, oversaw the migration of the $3.5B/yr. AAdvantage loyalty program from an end of life mainframe platform to the Siebel CRM Loyalty.
• Marketing Technology: oversaw customer profiles, campaign management and email ops. Consolidated email volume onto a common platform saving $2M in email fees while upgrading targeted marketing capability.

Dallas-Fort Worth, Texas, US

Managed team of 5 professionals to negotiate terms & conditions supporting the procurement of all IT SW & Services contracts (+$100MM) for American Airlines.

Dallas-Fort Worth, Texas, US

As part of larger team tasked with refreshing over 33,000 desktop PCs, I helped lead the application inventory and certification effort which involved documenting, submitting for testing and sometimes remediating well over 2,500 applications.

Dallas-Fort Worth, Texas, US

Instituted portfolio management best practices for newly centralized IT organization of 800+ employees and over $105MM in annual project investment. Work involved creation of new project evaluation methodologies, alignment of investment decsions with corporate strategy, revised annual budgeting processes as well as new quarterly forecasting and performance.

Arlington, Virginia, US

Member of a US Army Reserve Infantry battalion (3/87th). Performed duties typical of an infantry squad member. Promoted 3 times. Activated and deployed in support of Operation Desert Storm. Honorably Discharged Veteran.

Master Of Business Administration - Mba, Marketing And Technology

Bachelor Of Arts - Ba, International Relations And Affairs With Distinction