Robert Powell Email & Phone Number

Naples, Fl, Us

United States

Recruited to lead and further develop a highly skilled and motivated team of customer engagement progessionals beyond what is thought to be possible. The future is now. We will do great things! Much more to come.

Naples, Florida, United States

Recruited to lead the educational development of high school students learning advance math concepts in Algebra and Geometry. Leverage multiple platforms to ensure students in-person and virtual are gaining and demonstrating the required competencies for college preparation. Key accomplishments: - Presented student teacher best practices in virtual learning on a national panel at the National Associated of Professional Development School (NAPDS) 2021 conference.- Led integration of technology in blended learning environment- Implemented new business class software- Mentored new student teacher

Naples, Florida Area

Giving back to our youth of tomorrow by engaging and motivating students through the magnificent world of technology and mathematics. Responsible for molding young minds through deeper analytical thinking in mathematics with creative lesson plans. Leveraging student performance data to hone in on gaps in mathematics with innovative and "stretch goals" tailored to specific lesson plans. Moved 24% of my students to proficiency and over 70% recorded a learning gain in my first year. Recieved the highest performance rating possible each year.

Naples, Florida Area

Recruited as a SaaS (Software as a Service) Program and Professional Services Manager responsible for optimizing Chat and other digital engagements for clients' programs with overall responsibility for guidance and ensure adherence to delivering on KPIs and execution of project requirements and deliverables. Responsible for leading initiatives across our top strategic relationships in terms of costs, customer satisfaction, agent performance, First Contact Resolution (FCR) while retaining assigned book of business. Improved CSAT from 67% to 79% while increasing labor utilization from 68% to 78% in 3 months. Improved FCR 1800 bps to 81%. Also retained 100% of $4.5MM book of business.

Greensboro/Winston-Salem, North Carolina Area

Appointed to lead implementation of Pay-for-Performance (PFP) for AMEX international call center partners across five markets (UK, Mexico, Germany/Austria, Australia, and Canada). Launched first PFP program in Canada, UK, and Mexico on time. Continued responsibility of managing two partners for card activation business. Key metrics: Top Box customer satisfaction, Refer-to-Friend, and Customer Handle Time (CHT). Also, responsible for strategic and tactical operations of Membership Rewards servicing. Help lead the introduction of digital engagement (Chat) into Membership Rewards. Responsible for driving partner performance, cost containment and program enhancement solutions. Budget Responsibility: $5MM

Greensboro/Winston-Salem, North Carolina Area

Selected to lead and manage partner relationships for 3.5 million card replacements and 15 million card activation calls annually with a budget responsibility of $15 million. Key responsibilities included: forecasting, Service Level management, contract negotiations and governance, attrition management, and Cross-Sell strategy and implementation. Accomplishments include: reduced overtime staffing expenses by 96% over period of three months, improved SVL by increasing partner capacity, drove lowest attrition levels among all partner sites of 380 agents at 53% (annualized). Avoided over $350k in additional expenses using statistically valid sampling methodologies.

Weston, Florida

Appointed to lead the tactical and strategic partner management of the EMEA (Europe, Middle East, and Africa) statement business. EMEA was a $25 million business, representing approximately 48 million statements annually across 16 international markets. Led a re-engineering savings of over $120,000 benefits within first two months. Successfully negotiated new business terms for an existing product resulting in elimination of costly Billing and Payment Services risk exposure.

Weston, Florida

Recruited to lead a new AMEX business model to sell and market print and mail solutions. Increased a sales pipeline from zero prospects to over twenty, valued at over $14 million within 14 months. Designed and launched a new marketing website to support sales effort for BPS products and services. Led the completion of a comprehensive competitive assessment of industry competitors. Wrote and published an industry facing commentary to promote AMEX BPS solutions.

Cicinnati, Ohio

Recruited to lead the development and execution of strategic and tactical sales and marketing plans for call center new business across three lines of business – Financial Services, Communications, and Technology. Key initiatives included competitive assessments, cost model research, needs assessment, solution concept development, value proposition development, and segmentation analysis.

Bachelor Of Science (Bs), Mechanical Engineering

Activities and Societies: Kappa Alpha Psi Fraternity

Mba, Marketing

Post-Master Certification, Finance