Robyn Russell Email & Phone Number

Lake Forest, Ca

• Educate corporate global mobility teams on strategic mobility program design• Develop a variety of customized policy approaches to multinational corporations, including core/flex, tiering and individual, targeted policies• Conduct reviews of global mobility programs, policies and processes• Link global mobility to performance management metrics and overall talent management strategies• Analyze client current state to understand needs and identify gaps• Conduct voice of customer surveys and benchmark studies• Provide and implement recommendations to align programs with competitive market practice.• Offer subject matter expertise to global mobility teams in global and domestic policy, country- specific practices, global workforce development and group move management.• Research and write articles, white papers and presentations to keep internal and external clients informed of new information, trends and practices

Santa Ana, California

Created customer care team to build brand awareness and support the Internet lead channel initiative by driving overall performance for the business line. Designed and launched CRM functionality for the customer care team and agent network to drive lead generation activity, conversion and revenue. Developed and implemented strategies/action plans for growth and performance using metrics management. Built operational infrastructure, training guides, agent and IVR scripting, call calibration protocol, and identified best practices to support continuous improvement. Led the organization in assessing and developing innovative customer service features to drive CSAT. Managed projects for cross functional teams, identified gaps, provided detailed work plans to improve performance and drive strategic results. Managed day-to-day account relationships with lead partners and suppliers, successful in expanding contract offerings which resulted in additional revenue opportunities.

Irvine, California

Managed inbound call center and outbound call campaigns which increased auction registration by 25%. Launched click to call/click to chat functionality which increased CSAT by 30%. Design of CRM functionality to support one call resolution, reporting and improve productivity. Reviewed phone routing logic to accommodate call volume, individual skill levels and to ensure call center metrics were achieved. Collaborated with cross functional business lines to improve overall performance and streamline workflow.

Mission Viejo, California

Led a tri-regional operations team of over 100 employees delivering outsourced services to key client accounts. Established chair side coaching and call calibration requirements to validate clients SLA's were achieved. Executed strategies to achieve financial targets and expand clients products and services. Facilitated business reviews and planning sessions with clients to establish strategic goals and objectives.

Mission Viejo, California

Business leader for a team of account executives and service delivery teams responsible for a portfolio of 40 clients and with an annual revenue of 15 million. Responsible for implementation of client engagements, establishing SLA's, and expanding products and services.

Mission Viejo, California

Maximized revenue opportunities and improved margins through effective account relationships and customer satisfaction. Managed performance of front-line relocation consultants responsible for administering all facts of relocation policy/programs.

Norwalk, Connecticut

Supervised team responsible for the annual production of over 5,000 offers to purchase relocating employees homes based on client policy and guidelines. Subsequently selling inventory properties, developed marketing strategies, negotiated sales to mitigate losses, analyzed repairs and improvements to ensure cost effective decision making, managed listing agents and vendors across the country.