Professional Profile - Curt Robley

Professional Profile - Curt Robley

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  CURT ROBLEY 44 WoodlakeDrive Piscataway, NJ 08854 ▪ 732-609-4873 ▪ [email protected] CUSTOMER-ORIENTED AND RELATIONSHIP DRIVEN PEOPLE MANAGER & LEADER A highly skilled and knowledgeable professional with extensive customer service, program management, training and delivery experience. Over 5 years of extensive call center customer service management and productivity expertise. Proven results managing the planning, development and implementation of front line initiatives and achievement to Key Performance Indicators (KPIs). Strong business acumen skills; able to demonstrate flexibility and adaptability to change, skilled managing people, time and resources. Areas of Expertise:  Employee management  Quality control and analytics  Conflict management and resolution  Team building  Coaching and developing high performing teams  Scheduling PROFESSIONAL EXPERIENCE PREMIERE RESPONSE August 2011 – August 2016 PROGRAM MANAGER Responsible for managing KPI’s, process improvement and strategy for all customer facing programs. Facilitates systems, product and customer service training along with other business initiatives.  Progressively managed 15 FTE Customer Service Consultants to KPI’s (Service level/Handle time/ Productivity/Quality Assurance/Payroll/Attendance/Punctuality)  Provided individual coaching, communicated instructions and expectations. Supported internal teams to increase results; recommended solutions and identified operational and skill gaps.  Developed and implemented internal curriculum; accessed employee skills to identify and address training gaps. Set individual performance targets and recommended required resources to achieve personal and corporate goals.  Liaised with cross functional leadership team(s) nationally to ensure consistency of information which streamlined customer service process and approach.  Led projects and initiatives to improve and evolve the customer onboarding experience. Collaborated with multiple channels to standardize processes and implement best practices to streamline internal and external communications which significantly improved client experience.  Owned and maintained implementation roadmap of enhancements and tactics to maximize resources. (Timing/Cost/Deadlines/Compliance/Risk/Analytics/IT Requirements).  Developed and implemented internal curriculum; accessed employee skills to identify and address training gaps. Set individual performance targets and recommended required resources to achieve personal and corporate goals.  Subject matter expertise for strategy, operations and call quality requirements consulted for guidance and advice to improve internal processes and program strategy.  Participated in final interview and selection process. Interviewed and hired customer service representatives, managers and support functions to achieve company goals and targets. PEPSI BOTTLING GROUP July 2007 – November 2009 ORDER MERCHANDISER Supported buying teams in accurately forecasting trends, expanding exposure while planning and monitoring performance to aid in achieving revenue targets and maintain delivery service level expectations.  Excellent commercial awareness and a proven ability to drive profit.  Responsible for operational plan forecasting, considering past, present and future trends.  Excellent proficiency with office equipment, computer applications, database and programs software.
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  CURT ROBLEY PAGE2  Established track record of managing the supply chain by monitoring consumer & location buying trends, to adjust orders, for minimizing returned merchandise and controlling stock levels based on the forecasted seasons.  Maintained consistent communication with store managers, to expand exposure, for regularly promoted items.  Maintained the security of the goods in the receiving and storage area in accordance with loss prevention policies and procedures.  Collaborated with planning and implementation of execution teams to ensure a smooth launch of new products, programs and initiatives.  Analyzed and monitored product quality and developed action plan(s) to enhance performance while leveraging mutually beneficial relationships with stakeholders to highlight the value of products and services. GENESIS HEALTHCARE A DIVISION OF ADVANCED HEALTH MEDIA April 2006 – March 2007 PROGRAM COORDINATOR Coordinated venues to accomplish work plan activities designed to achieve identified goals within the framework of various pharmaceutical events.  Ensured that all aspects of planned venues for pharmaceutical events were executed with time management and within budget.  Assessed and finalized the most appropriate venue for meetings and gatherings based on program needs.  Recorded, inputted, documented data to track, monitor and control expenses.  Ensured financial budget achieved through cost management and a focus on building customer loyalty through value-based experiences.  Set expectations and communicated venue itinerary to stakeholders.  Verified telephone bills/expense statements.  Tracked responses of meeting attendees, following up as appropriate.  Advocated needs of customers and employees through existing feedback channels. Resulting in changes to internal processes which improved the customer experience.  Created job aids and tools which closed gaps, positively impacting personal and team performance.  Assisted with implementing outreach and networking strategies, building and maintaining relationships with Community Partners, as needed. Prior to 2007, held progressively responsible roles including Training Support Consultant, Delivery Driver, Technical Service Representative, Sales Associate & Customer Service Representative EDUCATION & PROFESSIONAL DEVELOPMENT DeVry University, BA- Business Administrations Aug-2015-June 2017 Proficient in Various Systems and Tools including:  Interaction Client  Web Ex  Wilke  Microsoft Excel  SAP  Microsoft Outlook  Retalix  Language line  RDS/Farm  Citrix  Zen Desk