Robin Henry Email & Phone Number

Englewood, Co, Us

As Director Of Training and Quality I oversee the design, planning, and implementation of Corporate and Global training programs aligned with the objectives and strategy of the company.I am also responsible for Training Delivery for our Care Operations across Wireless and Dish TV globally. We drive improvements through Data science for all training platforms along with collaborating with functional management teams to assess ongoing and future training and development needs as well as effectiveness of established programs. I am also responsible for managing our Quality Assurance program across our Care operations for all Dish brands.

Englewood, Co, Us

Responsible for leadership and development of the customer experience operations teams globally, including both owned and operated and vendor relationships across 18 call centers as we embark on our never ending mission to provide a best in class customer experience everyday! Here are a few achievements we were able to accomplish over the past few years in the cable and satellite industry... JD Power - #1 in Overall Customer Satisfaction 5 years running JD Power - #1 in Customer Service 7 years running

Englewood, Co, Us

Responsible for leadership and development of the Field Training Organization globally. Ensuring execution and effectiveness of all training provided in the new hire and existing employee population.Span of Control: Roles of responsibility include leading an org. of 330 employees focused on executing and improving training for all Dish employees in North America contact centers• Established, built and maintained strong collaborative relationships with Operation leadership and other key stakeholders• Successfully integrated additional role totaling 244 in headcount• Created the first incentive plan for the Training organization. • Reduced 60 day attrition by 7% in 2014 • Redefined the culture of the Field Training organization • Developed satisfaction measurement for every training experience

North Chicago, Illinois, Us

Responsible for all direct accounts customer support services and activities in North America for a 2 billion dollar company in the medical industry. Member of the management team tasked with building a “Shared Services Center” in Orlando completely from the ground up. The center is responsible for consolidation of all Customer Services including nationally and OUS. Span of Control: Roles of responsibility include customer service, technical services, credit and returns department, & sales support in a business to business environment.•Established, built and maintained strong, collaborative relationships with both internal and external customers including but not limited to warehouse distribution, regulatory, sales, marketing and supply chain personnel.•Direct ownership and management of third party distributors of Alere products. •Responsible for coaching and developing teams to deliver service excellence; achieve goals and ensuring adherence to all quality, regulatory and compliance measures in the Medical industry. •Help develop and implement leadership culture locally and company wide at Alere. •Successfully led conversion of 3000 distributor customers to direct Alere customers, ROI over 15 million in revenue.

New York, Ny, Us

Direct responsibility for the day to day management of retention queue, new hire training department and continuous improvement programs. Span of Control: Manage customer retention queue for 600 seat call center. My staff consisted of approximately 3 managers, 12 Supervisors, 12 Team Leads, 180 agents. $5MM in revenue generated annually. Collaborate with Senior AOL executive team to develop strategy for new programs, customer relationships, and operational excellence. •Successfully executed Pilot program responsible for a quarterly savings of $500,000. •Directed New Hire transition programs for America Online, Inc reducing attrition 5% and improving site sales performance 3%.• Established on boarding and continuous improvement processes.• Managed Queue which posted the highest Employee Satisfaction Index and also Member Satisfaction Index results in America Online, Inc. in Quarter 1 &2, 2005.•Experienced with call volume forecasting, budgeting, managing key performance indicators- adherence, average handle time, service levels and accessibility..

Overland Park, Kansas, Us

Responsibilities: Development of marketing and sales programs, creative writing- marketing content for direct mail campaigns, contract negotiation, contract drafting, advertising, pricing strategy, Outsourcing vendor relations management, delivered professional executive presentations and promotional campaign management. Span of Control: Managed retention and new sales generation in the indirect sales channels for Long Distance and Sprint PCS divisions. Responsible for 4 outsourcing centers located nationally and internationally.•Improved sales performance each year by 3% and 5% respectively.•Expert in multi-site national and international locations and starting up new sales locations.

Master Of Science, Organizational Leadership

Ba, Marketing And Management