Rob M. Email & Phone Number

Westlake, Texas, Us

When I re-joined Charles Schwab, my mission was to scale the client support operations and improve efficiency without sacrificing accuracy, handling rapid growth in demand. As the leader of 30 service managers and their teams, I improved our existing processes and deployed technology where appropriate to drive performance improvements. I also improved customer satisfaction and employee engagement by creating a culture that prioritizes people, resulting in a high-performing team and better service outcomes.First-call resolution Improved from 72% to 91%, reducing follow-up inquiries and increasing client satisfaction.Average Handle Time (AHT): Reduced by 18% through optimized resource allocation and technology integration.Customer Satisfaction (CSAT): Consistently maintained a CSAT of 4.8/5, reflecting superior customer service during periods of increased ticket volume.Employee Turnover: I lowered turnover by 12% by concentrating on leadership development and new employee engagement initiatives.Service Levels: Improved service level compliance from 87% to 98%, ensuring rapid and reliable response times.Cost per Contact: Reduced by 15% by streamlining existing processes and procedures.Leadership Philosophy: I believe in a people-first approach, where employee engagement and customer success are closely aligned. I empower my teams to take ownership of client satisfaction and performance, consistently leading to better results.

Menlo Park, California, Us

Robinhood's explosive growth required agile leadership and rapid scalability in the client service department. As head of a team of 100+ professionals, I oversaw all facets of service delivery for 35 million clients, transforming a struggling support system into a highly efficient, customer-centric operation.Net Promoter Score: Improved from negative 12 to 67 percent, this significant improvement in customer loyalty and satisfaction gains improved client retention.Support Ticket Volume: Scaled operations to handle a 142% increase in contact volume without a decrease in service quality.Customer Retention Rate: Improved by 10%, highlighting customer/client service's critical role in overall client loyalty.Employee Engagement Score: Increased from 68% to 92%, driven by real-time feedback and actionable insights from Glint and Qualtrics.SLA Compliance: Maintained compliance at over 95%, even during peak periods of customer inquiries.Crisis Management: I successfully led the team through multiple high-pressure periods of market volatility and surges in customer demand during Robinhood's rapid growth phase. This involved implementing quick-decision frameworks and crisis protocols to maintain service stability under stress.

Menlo Park, California, Us

At Robinhood, I oversaw the experience of 200+ employees across global operations, ensuring the support organization could scale effectively alongside the company. My role was to anticipate customer needs and resolve high-impact escalations while building a solid operational foundation that would last.Increased customer satisfaction by 400% through streamlined escalation processes and customer-focused solutions.Employee Engagement: Leveraged Glint and Qualtrics to gather employee feedback, resulting in a 25% increase in employee engagement, directly correlated to improved team performance and retention.

Westlake, Texas, Us

Westlake, Texas, Us

Westlake, Texas, Us

Westlake, Texas, Us