Robert Vickers Email & Phone Number

Henderson, NV, US

Markham, ON, CA

• As a part of the Perseus Operating Group within Constellation, the Constellation Real Estate Group is comprised of Agent/Enterprise, Broker, Data and Mortgage business units. The Agent/Enterprise Business Unit provides.
• Full P/L responsibility for the strategic and long-term health of $70M in gross revenue.
• Operated the business at a 20% margin.
• Sustained a 3% YOY organic growth for the company overall.
• Built a top tier functional leadership team that spans Product, R/D, Sales, Marketing, Service, Operations and Demand Generation services.
• Lead a team of more than 300 employees located on site and remotely, including locations in Pakistan and the Philippines.

Bellevue, Washington, US

• An innovative software as a service (SaaS) business focused on real estate consumers and professionals. Its’ end-to-end business and software solutions are designed to make the home search and transaction process.
• Lead a team of more than 150 employees focused on every aspect of the customer experience. This includes sales, customer success, training and analytics.
• Developed and deployed multi-level customer segmentation strategy that improved customer satisfaction of high value customers.
• Engaged a remote employee workforce to initiate a multi-channel customer service offering.
• Oversaw launch of automated self-service and training portal to customer base.

Bellevue, Washington, US

• Re-designed customer and employee training to improve customer engagement and satisfaction.
• Designed analytical dashboard with a focus on key business drivers resulting in a 21% improvement in operational metrics.
• Implemented a performance management system that drove employee productivity by 26%.
• Launched complete upgrade of operational tools (Salesforce.com, Live Ops, Verint).
• Lead cross-functional team assigned to drive scale through customer loyalty, best practice development.
• Leveraged Voice of Customer and competitive research to drive product road map and development.

Bellevue, Washington, US

• Responsible for management of Sales and Customer Service and for satellite location.
• Designed operational plan to hit key sales customer centric metrics (Close Rate/NPS/CSat)
• Key driver in developing company’s stellar reputation within the community.
• Recruited and hired a proven, results oriented and customer obsessed management team.
• Drove, through an outside consulting partner, the identification and analysis of our customer base focused on matching proper products and service to the right customer to ensure a customer optimal experience.
• Captured and analyzed market specific data to focus resources on high opportunity areas.