Robert Wallace Email & Phone Number

Alpharetta, Georgia, United States

• Derived actionable insights from Salesforce, Genesys, and CallMiner data, improving analytics quality compared to previous systems
• Executed a proof-of-concept Tableau implementation within Salesforce, using SSO/Token Authentication to centralize metrics from multiple data sources, demonstrating the potential for real-time reporting without the.
• Facilitated workshops with cross-functional Agile teams to define customer personas, map customer journeys, and prioritize and refine user stories, representing the Voice of the Customer (VOC) and aligning product.
• Applied the DMAIC methodology to define KPIs, shaping desired agent behaviors and aligning performance metrics with business objectives

Atlanta, GA

• Led global operations of vendor-managed contact centers, overseeing a platform supporting sales of internet and satellite TV services through third-party sellers, ensuring alignment with product strategy, operational.
• Defined and prioritized product backlog, grooming user stories to enhance customer experience and reduce expenses through Agile-driven process improvements in order to achieve OKRs
• Identified and resolved a critical installation scheduling issue, which significantly reduced systematic rescheduling from 29% to 1.4%. This fix led to a dramatic drop in the average number of customer calls per order.
• Streamlined processes, reducing staffing from over 800 agents to fewer than 100, while maintaining throughput and achieving a $24M annual expense reduction
• Implemented AI-powered bot to automate outbound calls, informing customers of scheduling changes and negotiating new appointments, improving scheduling efficiency and enhancing customer satisfaction without requiring.
• Received the ‘Extraordinary Impact’ performance rating and Communications Award (Q321) for delivering measurable improvements in both customer experience and operational efficiency

Alpharetta, GA

• Managed strategic technical relationships with key retail partners, including Target, Best Buy, Costco, Walmart, and Amazon, driving product delivery for new wireless sales and activation capabilities integrated into.
• Optimized partner onboarding process, reducing downtime and consolidating responsibilities from 3 relationship managers to 1, resulting in enhanced operational efficiency
• Led the end-to-end onboarding of a high-growth startup partner, developing and deploying a new product workflow on an accelerated timeline
• Collaborated with fraud and security teams to mitigate bot-driven customer data harvesting, ensuring compliance and safeguarding customer data integrity.

Alpharetta, Georgia, United States

• Expedited projects to market for web-based applications used by independent insurance agents.
• Streamlined processes for quoting, selling, and servicing consumer auto insurance.
• Reduced transactional expense to quote insurance by implementing algorithms to selectively suppress checks to CLUE (Claims Loss Underwriting Exchange) and credit bureaus.

Mclean, VA

• Associate – Transportation / Linear Asset Management Systems Delivery
• Designed and Implemented Highway Maintenance Management Systems for state transportation agencies, including New York, New Jersey, Georgia, Tennessee, South Carolina, New Mexico, Kansas, Alaska
• Managed distributed team of 12 Developers, including in-house and contractor resources
• Delivered custom software applications using Oracle Forms and Oracle Reports, and mobile version, including data sync process
• Designed databases, created tables, views, procedures. Facilitated handoff to client DBAs
• Built interfaces to Human Resources, Fleet, and Asset Management systems

Boston, MA

• Developed Oracle Forms and Reports using Oracle Designer/Developer 2000
• Clients included AstraZeneca, Fidelity Financial Services, NYNEX
• Systems included custom solutions as well as Oracle Financial Applications
• Created and maintained CASE Designer 2000 repositories

Bachelor'S Degree, Business Administration, Management Information Systems

Education record