Robert Yeh Email & Phone Number

California, United States

Menlo Park, Ca, Us

Product lead for 6 troubleshooting / customer support products spanning ads delivery, creators (Branded Content, Partnership Ads), commerce (Instagram Shopping, Facebook Marketplace), business graph and integrity, signal growth, and marketing creative optimization.These products empowered global support agents, sales account managers, partnerships, and engineering teams to identify and resolve issues faced by Meta’s advertisers, sellers, and creators.• Unblocked $XXX million in revenue while serving 33,000 internal users and 2 million advertisers annually.• Yielded $XXX million in annual cost savings by increasing product/customer support operational efficiency. Reduced support handling times by up to 50%, reduced escalation rates by 23%, and increased resolution rates by 15%.• Experience building zero-to-one products and scaling mature products.• I supported 20+ engineers and partnered with product design, data science and analytics, product marketing, research, sales, operations, finance, legal, privacy, security, and policy teams on end-to-end execution.

Built and managed company-wide programs supporting product operations and sales enablement.I fostered partnerships with senior leaders to define, align, and execute initiatives across operating models, processes, policies, and technology.Examples: Optimizing annual planning and roadmap management processes, simplifying GTM (go-to-market) processes, decreasing cross-functional dependency times, upleveling product knowledge, and addressing CRM technology gaps.

Led and managed a portfolio of cross-company projects from strategy through implementation to drive operational excellence and efficient processes at scale for Facebook's sales and marketing organization.I partnered with cross-functional leaders to identify and investigate top pain points, develop and prioritize recommendations, and collaborate with their teams to build and implement the aligned solutions.Example: Partnering with Meta’s Shared Services, Support Operations, Legal, Privacy, Policy, and Product teams to develop tooling that increased the efficiency of global customer service agents.

Dublin 2, Ie

Delivered operational excellence initiatives for Fortune 100 companies. I specialized in Lean Six Sigma process improvement and the change management necessary to make things stick.• Aligned to the Management Consulting Strategy Operations practice with industry focus on Communications, Media, and Technology.• Engagement types included: process improvement, organizational design, outsourcing planning and execution, customer support operations optimization, technology transformation, finance transformation, HR transformation, change management, and general project management• Functional Experience: Lean Six Sigma Black Belt trained, process analysis, design, and optimization, operating model development, project management office (PMO), outsourcing planning, transition management and execution, change management strategy and execution, organizational design, finance operations (procure-to-pay), sales operations (quote-to-invoice), human resource operations, customer support operations• Industry Experience: technology, telecommunications, data storage, media & entertainment

Brisbane, California, Us

I worked on measurement and marketing operations projects. Examples: I supported search engine optimization (SEO) efforts by using Google Analytics and AdWords to analyze traffic, generated weekly performance reports, and defined key metrics for reporting automation. I also performed a market analysis of third-party Twitter applications to help establish the company's future Twitter Application Network database.

New York, Ny, Us

I interned at Citigroup: Smith Barney during the financial crisis of 2008. Upon completion of my internship, I was extended an offer to stay on.I supported The Fort Point Group by:• Performing equity research and maintaining a database that drove portfolio management recommendations.• Preparing financial reports used to guide clients toward financial goals.• Supporting marketing activities to drive awareness for educational events.• Researching evidence to support client securities litigation activities.Things I learned: The basics of researching and evaluating equities, cold-calling prospects, and how to support people during hard times.

San Francisco, California, Us

My first part-time job as a student. I sold a credit card from the fitting room on my first day so the store managers promptly moved me to the registers where I became the top credit card promoter for our location - my personal record was selling 46 credit cards during a single shift.Things I learned: How to tailor messaging and offer effective customer service. I also supported basic retail sales forecasting and staff management.