Customer Service Social Media

ROBERT A. LOHR

Cary, NC, ***** linkedin.com/in/robalohr

919-***-**** ********@*****.***

IMPACT

To utilize extensive technology, investigative, analytical, and verbal / written communication skills to provide training, creative solutions, and support to all levels of management and staff as well as streamlining processes in a dynamic environment.

QUALIFICATIONS SUMMARY

Increased productivity 400% by analyzing existing work flow, streamlining processes, decreasing time from order entry to shipping using Pivot Tables, Vlookups, and Visual Basic (VBA) within MS Excel.

Analyzed existing billing system, discovered inconsistencies, designed a new billing database and after importing existing data, exposed and recovered over $10,000 in uncollected debt.

Developed a system of correspondence and networking to build relationships using LinkedIn which increased new clients by 50% and new hires by 200%.

Created online employee surveys, transformed results into Microsoft Excel charts included in reports made with Microsoft Word, presented to management which resulted in a 20% increase in employee efficiency.

Proficient / Expert: Microsoft Office Suite (Word, Excel, Publisher, Access, Outlook, and PowerPoint),

Social Media (LinkedIn, Twitter, Google+, and Facebook)

EMPLOYMENT

Assistant Career Coach: Social Media and Technology Skills Training

Wake Technical Community College, Cary, NC 2016 – Present

Trained adults and created online personal brands using LinkedIn, Twitter, Facebook, and Google+ to build relationships and network, resulting in job offers during or shortly after the four-week class.

Researched trends, kept current with Social Media and Technology, protected student's personal and sensitive information by locking down privacy settings within their online profiles, and established safe use practices for networking on the internet which decreased their likelihood of being a victim.

Edited, enhanced, and altered images used in Social Media with Photoshop and other graphic design software which increased by 50% the effectiveness of the student's online personal brand.

Technical Projects Manager Corporate Trainer

SB Financial Group, LLC, Morrisville, NC 2015 – Present

Trained co-workers, used instructional design concepts to present new software and networking skills, build relationships with potential clients, increased productivity by 200% and profitability by 50%.

Coordinated internal resources to create the company's website, used time-management, multi-tasking, and computer programming skills, and completed the project 5 days prior to the deadline.

Performed human resource duties, hiring, onboarding and offboarding employees, going over standard operating procedures, and maintained preparedness for audits ensuring FINRA compliance.

Proofread, edited, and used graphic design skills for brochures, flyers, and other marketing materials, followed FINRA regulations, and improved the company brand / image and recognition by 35%.

Utilized a Customer Relationship Management (CRM) Excel spreadsheet which facilitated networking and created employment opportunities for professionals in transition.

Marketing Research Analyst

Nova Quality Research, Apex, NC 2014 – Present

Designed a secure Customer Relationship Management and Billing database for organizational, accounts receivable (AR), and income tax requirements to maintain operations of a small business which created 125% business growth in the first year.

Applied a strong attention to detail to evaluate marketing, customer service, and employees' adherence to company policies and standard operating procedures for a diversity of businesses and created all-inclusive online reports and observations which increased productivity and profit for those businesses.

EpicCare Ambulatory (EMR EHR) Trainer

HCTec, Franklin, TN 2014 – 2014

Converted Epic's scripted lesson plans into PowerPoint presentations, summarized and visually enhanced the training material which increased the effectiveness of training physicians by 100%.

Quickly learned EpicCare Ambulatory 2014 (electronic medical records software) which enabled me to train physicians and expedite the migration to new system.

Middle School Math Teacher Substitute Teacher High School Math Teacher

Jackson County Schools (NC) Wake County Schools (NC) Lee County Schools (NC) 2007 – 2013

Scored in the top 5% nationally on the Praxis II examination by reading the 6th,7th, and 8th Grade Science textbooks cover to cover within 3 weeks, and became licensed to teach Middle School Science.

Presented information using a variety of instructional techniques, such as role playing, team exercises, group discussions, videos, or lectures which increased student comprehension and retention by 200%.

Educated and managed groups of 30+ students, communicating essential information in a timely manner, and providing motivation to meet or exceed daily goals.

“Robert has approached any and all aspects of the work involved in teaching with eager anticipation. He wrote extremely detailed and well thought out lesson plans and truly rose to my extremely high expectations.” – P. Bruner, LEAD Instructor, NC Teach, NCSU

Administrative Assistant Bookkeeper

Clinical Psychology Practice, Mission, KS 2005 – 2006

Acted as liaison between clients and their psychologist, communicated their questions to, and followed up with recommendations from the psychologist which reinforced positive relations and provided exceptional customer service and 100% return visits from these clients.

Scheduled client appointments, filled cancellations quickly which increased billable hours by 100%

Checked in and Checked out clients, verified and entered demographics using a secure database I created for our confidential client records following HIPAA regulations with 100% accuracy.

Ensured accuracy of billable hours and assisted the bookkeeper by preparing accounts receivable invoices which increased the bookkeeper's productivity by 25%.

Used Microsoft Word mail merges and word processing and automated the creation of newsletters which improved upon the previous methods by 300%.

Coordinated and scheduled travel appointments for psychologists with the aid of a computer and the internet, identifying available seminars, continuing educational unit requirements, and license statuses.

Web Application / Database Programmer

PPD, Inc (RTP, NC) ClimateMaster, Inc (OKC, OK) Self Employed (OKC, OK) 2001 – 2005

Increased sales by 30% after creating an online shopping cart that allowed customers to make purchases directly twenty-four hours per day which freed up sales staff to generate new clientele and improved the customer service experience.

Increased data collecting capabilities by over 300% after designing a website that allowed researchers and scientists to dynamically create their own queries and reports.

Learned JavaScript, PHP, MySQL, and HTML first day on the job, reading programming textbooks and started programming utilizing these computer languages the following day.

EDUCATION

NC Teachers License Middle School Math and Science Raleigh, NC

North Carolina State University

GPA: 4.0 National Honor Society

B.S. CIS / Math St. John Fisher College Rochester, NY

Johnson County Community College Overland Park KS

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