Robin Gearty Email & Phone Number

Manchester, New Hampshire, United States

Collaborated with Headquarters, Divisions and Regions to develop high-quality employee communication strategies, plans, and toolkits, applying ADKAR methodology. Created and distributed real-time operational communications and the delivery of program roll out and training content to customer facing technicians.

Philadelphia, Pennsylvania, United States

Developed stakeholder engagement and strategic communication plans for National Consumer Services led programs. Developed the national strategy and tactical plan to drive a simplified device activation solution for all lines of business.

Philadelphia, Pennsylvania, United States

Led a cross functional team responsible for the management of strategic process design across all lines of business, supporting "best in class" operating models and practices across the company's 15 regions.

Chelmsford, Massachusetts, United States

Managed a virtual team with oversight of content management and cross functional development of Methods and Procedures, Policies and Job Aids. Provided program management support and drove Customer Care and cross functional operational improvements.

Provided consultative and support services in Business Process effectiveness to drive improved performance, sustained operational efficiencies, financial savings, and an improved customer experience. Leveraged Six Sigma methodology to identify high impact process improvement opportunities, developed detailed project plans and provided extended onsite support to ensure improvement in critical contact center performance metrics.

Managed a diverse portfolio of over 50 projects and ensured alignment to the NorthCentral Division Customer Care objectives, provided leadership and direction to a team of Project Managers.

Managed all aspects of Corporate, Division and function-initiated projects for Customer Care and multiple cross functional teams. Developed detailed project plans, documentation, project dashboards and status updates to ensure projects remained on track, on time, and on budget.

Malden, Massachusetts, United States

Partnered with Care Leadership and Site Director to drive call center quality improvement and employee adoption of and compliance to CQE and Think Customer First Strategies.

Chelmsford, Massachusetts, United States

Managed a team of OSC Escalation Analysts, to ensure delivery of an efficient workflow and adoption and compliance with business processes. Facilitated process improvements between interdependent organizations, subject matter expert and liaison for the various organizations. Provided critical communications for real time customer impacting operational issues and responsible for accurate and timely updates during crisis management. Successfully transitioned the OSC from a centralized division function to the regional functions responsible for the work, managing employee communications and the employee transition into new functional organizations.