Robert Poklemba

Cedar Park Texas

(***) *** - ***0

acgnwx@r.postjobfree.com

Overview

Customer service expert with 15 years experience in technical, travel and corporate industries. Passionate leader with customer

focus and natural talent for employee development. Key strengths include analytics and being a team catalyst for success. Deep

understanding of call center operations, metrics, and resolving customer escalations.

Experience

Harte Hanks Vendor Team Supervisor 5.11 - Current

Responsible for managing daily adherence to internal and external goals, managing team members to a variety procedural and

performance criteria, and development and implementation of long term directional strategies. Play integral role in both Operational

and Client Services sides of the business through data analysis, talent acquisition and retention, quality controls, policy and

procedure adherence, program launches, and performance management.

Apple Inc. EMEA/Escalations Supervisor 08.05 - 03.11

Managed combination of service/escalations experts to deliver world-class customer service. Led short and long-term

customer service improvements. Contributed to the growth of an international mixed customer service/sales team

and continuously exceeded performance goals. Through trend, gap, statistical, and SWOT analyses, made scalable

changes for longer-term efficiencies and growth. Managed staffing for multiple teams in concert with global forecast.

Developed incentives for team motivation and to increase morale. Helped train and develop modules for customer

service agents to deliver extraordinary customer service in escalated situations.

AT&T/Cingular Wireless CS/PMC Agent 01.04 - 08.05

Delivered exceptional customer service while addressing billing and technical issues related to cell phone usage. Coached and

mentored new agents in production to improve customer satisfaction and minimize rate of errors. Team Leader for employee

satisfaction.

Starwood Hotels and Resorts Luxury Collection Specialist 10.99 - 11.04

Represented the luxury brand as reservations agent for sales in domestic and international hotels and resorts. Developed and

maintained relationships with hotels, travel agents and frequent guests to deliver unmatched customer service in an effort to

encourage repeat business through incredible travel experiences. Provided concierge services and sales support for billing issues,

changes and cancelations. Helped train and mentor new employees.

Education

Austin Community College

Associates Degree in progress for Business Administration. (Completion Fall 2015)

Software Proficiency

Microsoft Office Suite, SAP, PeopleSoft, NICE, iWork, OSX, Windows, UltiPro, Nexus, IEX

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