Robert Stowers Email & Phone Number

Austin, Texas, United States

•Served as the Salesforce Admin, overseeing system operations, user licensing, contact management, and flows, process builder, workflow rules and actions with 650+ users.•Successfully project-managed the integration and data synchronization between Salesforce and Docebo LMS using Workato, completing it within a tight deadline of 3 months.•Developed and implemented Workato Recipes to automate user provisioning and data synchronization between Docebo and Salesforce.•Utilized Salesforce tools such as flows, Process Builder, field formulas, and SOQL to optimize and automate workflows, resulting in increased efficiency.•Demonstrated problem-solving skills by troubleshooting system and flow errors in Salesforce.•Developed comprehensive reports to monitor and analyze customer success and engagement, agent performance, and case metrics.•Utilized advanced data analysis techniques to extract meaningful insights and identify areas for improvement.•Collaborated with cross-functional teams to gather data and ensure accuracy and relevance of reporting metrics.•Streamlined reporting processes by implementing automated tools and dashboards, resulting in increased efficiency and productivity.•Regularly reviewed and refined report formats to enhance visual presentation and facilitate easy interpretation of data.•Proactively identified trends and patterns, enabling the organization to identify potential risks and capitalize on growth opportunities.•Contributed to the development of strategies and initiatives based on data-driven insights, optimizing customer experience and driving business outcomes.Implemented Declarative Lookup Rollup Summary fields to improve reporting capabilities.

Pflugerville, Texas, United States

•Led and Managed the Customer Success team through regular 1:1’s, goal development and performance review conversations. •Established Customer Support best practices using Salesforce resulting in: reduction of open cases by 82% within 9 weeks.•Redesigned and enhanced the Customer Support Help Desk to include FAQs, Troubleshooting Resources and more to minimize ticket creation.•Successfully project managed migration to Salesforce Service Cloud (previously Zendesk), rebuilding the system in Service Cloud to include automated workflow processes including Apex triggers, to increase efficiency to a first response time reduction by 98%, 72% reduction in case closure time despite increased install base, and pending case reduced by 62% since Q2 ’20.•Led process development for the Customer Success and Service Delivery teams in AS 9100 documentation style, that is integral to company-wide implementation of new and updated systems. Created training content for the Customer Success and Field Service team resulting in Lifetime Customer Satisfaction Score of 94.2% positive.•Established the customer onboarding process, and conducted customer onboarding working cross functionally with subject matter experts and partners to achieve a 4.38 star rating in customer surveys. Oversaw customer support case distribution and completion among all service agents.•Developed company-facing Dashboards and reporting system for Zendesk and Service Cloud KPI metrics including: open case tracking, first response and assignment times, case closure, customer satisfaction, inbound cases MOM. •Augmented Reality work instruction and SOP content creation for internal and customer facing training using Unity and ScopeAR.

Pflugerville, Texas, United States

Austin, Texas Area

•Lead new partner on boarding, including platform tours, technical training, photo-coverage tracking, and gallery creation•Created user training content architecture for Waldo customer support site, authoring copy and content for FAQ. New support tickets decreased 2.8% despite increasing the number of partner camps by 40%•Established best practices while managing Customer Support team to drive 4.8 star App Store rating (10k+ reviews). Time to first response decreased by 88%•Created training for customer support interns, including soft skills and product training.•Used data-driven intelligence to grow and optimize existing Waldo Photos accounts nationwide •Partnered with Sales team to meet existing client objectives through account maintenance and partner communications•Worked closely with Marketing team to create and customize customer-facing collateral•Troubleshoot and responded in a timely manner to camp partner and end user questions and concerns

Austin, Texas

•Designed technical skill and knowledge based trainings for Eater Austin’s “Best Restaurant of 2018”•Facilitated training for employees in 1:1 and group settings on systems, product, skills, and processes•Owned coffee LOB vendor relationships, supply selection, supply planning, and OPEX profitability analysis •Gave actionable feedback to new employees during training experiences•Created, maintained, and drove quality assurance for all employees•Tracked and optimized inventory management and scheduling

San Francisco Bay Area

•Built and maintained the cafe culture and training programs for a multi-site cafe operation (Ranked #3 in the USA)•Partnered with cafe managers at each Saint Frank Coffee location to ensure the consistency of cafe culture•Met with employees 1:1 to discuss company goals and create individual action plans in support of those goals•Mentored and trained new employees on systems, processes, product knowledge, and soft skills•Provided friendly and welcoming customer service to establish long-term relationships with guests •Delivered performance and developmental feedback to both new-hires and branch managers

Bachelor'S Degree, Psychology

Education record

Master Of Divinity - Teaching/Preaching/Counseling Emphasis