Robert Roa Email & Phone Number

Michigan, United States

Indianapolis, Indiana

-Develop a strong sales team to ensure all goals are met or exceeded-Exceed store and personal sales goals by giving exceptional service and product demonstrations-Engage team in constant skill development by role playing, giving and applying feedback and leading by example-Store exceeded first year projection by 20% and consistently beat monthly goals-Exceeded store and personal attach rates for associated product sales

Indianapolis, Indiana Area

- Start up for new Tele-Sales group-Train, manage and develop a team of sales professionals.- Design and develop quality standards and Key Metrics for Tele-Sales department.- Evaluate and coach Tele-Sales Consultants on best practices for customer service and sales techniques.- Establish sales techniques and professional development training tailored to each individual.

Tucson, Arizona Area

- Designed eight training programs and 11 professional development courses to facilitate meeting LivingSocial's goals and individual professional needs from the ground up.- Evaluated training requirements for seven functional areas, consulting with department managers, HR and cross organizational partners. This resulted in a one-of-a-kind, successful training program that was used as a template across the company.- Developed two instructors, 18 supervisors and over 400 customer service… Show more - Designed eight training programs and 11 professional development courses to facilitate meeting LivingSocial's goals and individual professional needs from the ground up.- Evaluated training requirements for seven functional areas, consulting with department managers, HR and cross organizational partners. This resulted in a one-of-a-kind, successful training program that was used as a template across the company.- Developed two instructors, 18 supervisors and over 400 customer service representatives.- Established quality standards based on the voice of the customer using Net Promoter Score. With consistent training and feedback our Net Promoter Score increased from 23 to 65 in one year.- Developed LivingSocial’s unique Social Media servicing strategy for all customer interactions on Twitter, Facebook, Instagram, Pinterest, Google + and Google Play. Show less

Tucson, Arizona Area

- Created and redesigned curriculum on a regular basis as well as “Training the Trainers” on any new content release.- Maintained a heavily time managed curriculum, delivering assessments, providing feedback and coaching.- Worked very closely with Training Manager to create development plans for new instructors to help with on-boarding process as well as their progression.- Provided recurring training to all employees in a 700 seat contact center.- Delivered intense six week… Show more - Created and redesigned curriculum on a regular basis as well as “Training the Trainers” on any new content release.- Maintained a heavily time managed curriculum, delivering assessments, providing feedback and coaching.- Worked very closely with Training Manager to create development plans for new instructors to help with on-boarding process as well as their progression.- Provided recurring training to all employees in a 700 seat contact center.- Delivered intense six week training program to no less than 21 new hires at a time. Show less

Tucson, Arizona Area

- Coached a team of CSRs who were the first line of defense for escalations and questions. - Developed De-escalation techniques for customer service department.- CSRs acted as supervisors when customers wanted to speak with one. Developed them to achieve productivity and quality goals. - Conduct CSR hiring interviews three hours a week.

Tucson, Arizona Area

- Handled financial analysis and reporting of store’s daily revenues and store budget for office supplies and labor.- Developed and implemented policies and procedures over suggestive selling techniques, resulting in highest grossing store in all of Arizona. - Acted as Interim Store Director for an additional store for over a year. - Developed two Assistant Store Directors who became Store Directors at other locations.