Robin Breen Dobrusin Email and Phone Number

Achievements:• Launched Credit Karma's first Interactive Voice Assistant with 15 user flows and integrated APIs to successfully contain 43% of member calls by empowering them to self-service with top use-cases.• Managed the full support content migration to a new content management system to unlock necessary capabilities to provide the best, scalable experience for members and internal teams, including sophisticated authoring tools and enhanced display and rendering of support content in a new Help Center• Vetted and managed proof of concept projects for top chatbot technologies to further enhance automated and valuable self-service options to add value for members and offer them a seamless and integrated entry point for support• Expanded Credit Karma's live chat support channel offering to two new lines of business and 400 live agents to offer a best-in-class support experience for membersGeneral Responsibilities:• Build and lead a team of strategists, editors and coordinators to create the vision, process, and execution of content strategy for Member Success• Craft and implement a support content strategy that empowers members to effortlessly achieve progress towards their financial goals using Credit Karma• Influence effectively across functions and organizations to develop a best-in-class member experience using Credit Karma’s products• Generate valuable methods of measurement and analyze to determine data-driven solutions• Partner with product and service owners to develop tailored content for personalized member experiences• Lead the team that owns creating content to enable self service experiences for members• Own platform tooling strategy and all relationships related to content software• Collaborate across Marketing and Product content teams to create a cohesive experience• Own analytics and optimization for the Help Center and content developed to support our members

Led a distributed, international team to develop and continuously innovate all learning and content programs for the Member Success organization within Credit Karma. Included self-service content for members to access directly, and agent and leadership training programs and knowledge base.Achievements:• Launched five outsourced contact center sites across three partners, both domestic and internationally• Quickly and effectively converted training programs to accessible fully-remote programs to successfully onboard new partners remotely• Decreased contact rate YoY by 53%General responsibilities:• Drove continuous improvement of the member experience through focus on member, agent and escalation specialist resources• Reduced support contact rate by providing best-in-class self-service opportunities for members• Improved customer satisfaction (CSat) and net promoter score (NPS) through rigorous experiential learning programs for support agents• Led the development of Help Center self-service content for all Credit Karma products• Created and delivered training programs for the entire Member Success department of 400+ people, including employee, contractor, BPO and off and near-shored teams• Analyzed effectiveness of support content and training programs through data-driven approach• Solicited 360° feedback to address opportunities in learning programs, support content, tools, processes and products• Led a team of nine learning leads and specialists, with responsibility for hiring, managing performance, coaching and development• Collaborated with Quality Assurance, Compliance and Legal partners to understand opportunities and regulations governing training requirements• Developed and executed strategy on training delivery methods using instructional design and adult learning methodologies to ensure optimal learning outcomes• Established and analyzed metrics to assess training effectiveness and immediately identify and address competency gaps

• Scaled and formalized the training function for employee and vendor outsourced agents within Member Support from a one-to-one shadowing approach to a combination of instructor led and self-paced content• Hired, coached and developed a team from scratch to five members in one year to create engaging and effective learning and content to satisfy members who need help with using Credit Karma products• Set the strategy to streamline process documentation into one accessible source of truth for all members of the support team• Onboarded first outsourced vendor partner for support• Launched support strategy, training and process documentation for two new products consecutively: Credit Karma Tax and Credit Karma Canada• Developed specialized training programs for leads, trainers, quality assurance agents, work force management and reporting teams• Conducted 3Ts (train-the-trainer) sessions for outsourced trainer partners and observed and coached them on their training facilitation skills

Macy's Logistics & Operations• Led the remote Learning & Development team across the Macy's Logistics & Operations network to facilitate virtual leadership training to 200 executives per year throughout the United States• Innovated the existing onboarding and HR processes to decrease resource consumption by 40+% and create a more streamlined and engaging user experience• Performed additional network wide responsibilities: manage learning initiatives for all executives across Macy's Logistics & Operations, develop content for virtual sessions, and is the primary programs contact for 20+ Vice Presidents and Group Vice Presidents.• Conducted general Human Resources activities with a focus on orientation, onboarding, training, needs assessment, and learning & development for all executives and hourly associates. Lead a team of six Training Specialists to conduct eight orientation sessions of thirty new associates each week• Oversaw all aspects of orienting new associates and executives: create an engaging atmosphere during new employees'​ first day while guiding them through necessary hiring forms and I-9 Verification• Crafted clear and concise communications across the Macy's Logistics & Operations NetworkAchievements• Selected to take on dual roles, performing both in the field and central human resources functions. • Implemented first of its kind leadership development series for Supervisors in facility. Developed session content and an facilitation techniques. Trained Training Specialists to facilitate content for maximized participant interaction, discussion, and retention. Focus topics: time management, prioritizing, coaching, delegating, teaching, technology, and having tough conversations• Decreased resource consumption and prep time for orientation sessions reducing costs by 40% by going paperless• Achieved staffing level goal during peak season three weeks early

Macy's Corporate Services• Trained executives across multiple functions and nationwide both virtually and on location• Innovated training techniques to provide effective and engaging learning and application• Led team projects to innovate and streamline practices and techniques• Determined the value of training programs and participant engagement through participant self-report and key performance indicators• Engaged audiences through virtual learning, instructor led training, e-learning, webinars, and in classroom instruction• Collaborated with instructional design teams to develop, adapt, and update training materials

Macy's Stores2011-2014 | Sales Manager2011 | Executive Development Program Trainee

2009-2011 | 5 semesters for Advanced Statistics