"Robert provides industry leading consultancy level with our Japanese customer KDDI. Robert manages very challenging requirements and understands how to adapt to cultural requirements. Robert has gained a tremendous amount of trust with KDDI, as reported by the customer senior management. As part of the team liaising with KDDI, he also helps achieving sales goals" -Regional VP Asia Pacific
Customer Experience Champion
Intelsat - PanAmSat - Westinghouse - Viacom – Piksel
Customer focused professional and confident decision maker who provides leadership and management of strategic process transformation efforts across all service business lines. Expertise in enhancing customer trust, experience, raising scores, and increasing retention through enterprise differentiators in communications, improved business processes and team leadership. I believe my core skillsets are cross functional and applicable to most industries, and I can deliver the same results for you.
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Intelsat Atlanta, Georgia November 2008 – Present
Intelsat operates the world’s first Globalized Network, delivering high-quality video and broadband services anywhere in the world. Intelsat’s Globalized Network combines the world’s largest satellite backbone with terrestrial infrastructure.
Senior Manager: Customer Relations (Enterprise)
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Promoted four times from Senior Advisor to Senior Management, forming Intelsat’s enterprise customer care teams:
- *Customer Relations *Account Management & Advocacy *Performance Measurement.
- Launched new innovative advocacy and assurance teams for our top SLA customers to provide highly skilled support for customers from pipeline to implementation through contractual agreement, operational, and renewal support.
- Reduced service interruption communications latency by 75% through innovative streamlined crisis escalation, resource collaboration, training tools, utilizing new R&R policies during service interruption. All measured by QC KPIs.
- Created repeatable frameworks and training programs to ensure scalability of Customer Care and Assurance Program.
- Received two CEO leadership awards in 2017 for customer differentiation, two spotlight awards in 2016 for team creation & leadership from Vice President, and two large account saves and renewals from Asia Pacific Regional Team.
- Protected 5+ major accounts from poachers through advocacy, and establishing authentic trusting relationships.
Piksel Manhattan, New York November 2007 – June 2008
Director, Customer Relations & IT Call Center (1 year contract: Consultant & Director)
- Successfully launched and directed a 24/7 IT help desk and customer relations center.
- Recruitment, software, ticketing systems, business processes. Completed under budget, and 4 months ahead of target.
PanAmSat Wilton, Connecticut May 2002 – September 2007
Director Customer Relations
- Raised customer satisfaction from a 2.9 to 3.4 to 4.5 (scale 1-5) within 3 years, and maintained ~4.5 for 2 years straight
- Directed “Spotlight” Global Customer Conference: Agenda, steering committees, vendor sponsorship, and presentations.
- Created PanAmSat’s first Customer Advocacy Program for top SLA global clients.
Westinghouse (Group W/Viacom/Encompass) Stamford, Connecticut February 1991 – Nov 2001
Senior Manager, Client Relations & Network Operations & Scheduling
- Managed eight (8) supporting origination departments, including: Client Services, Traffic, Playback Operations, Encoding, Quality Control, Duplication, Library Services, and Billing, five (5) supporting managers, and a total of eighty (80) employees
- Promoted eight(8) times from a temp in 1990 to trainer to supervisor to senior manager by 2000.
Additional Recent Accomplishments:
2013 & 2011 CEO Award - 2010 Spotlight Award - 2009 MVP Award
Education:
1987 - 1993 University of Rochville Bachelor of Business Administration (BBA) GPA 3.19
SCSU: Major in Business Management
