Robert L. Pearson

P.O Box **** Stone Mountain, GA 30086 770-***-**** acwlo8@r.postjobfree.com

Top-Performing Operations Manager

Enterprising, results-driven professional with over 10 years’ experience within steadily progressive positions of responsibility. Proven abilities as a Turnaround Specialist and Change Manager within both service and sales environments. Demonstrated success in meeting and exceeding quality and customer satisfaction and retention goals. Particularly skilled in gaining employee buy-in and relationship management. Highly self-motivated.

Key Skills

Operational & Workforce Management

Sales & Service Strategies/Campaigns

Evaluating Sales/Service Trends

Customer Satisfaction Surveys

Retail Sales & Partnership Liaison

Employee Training & Development

Professional Experience

INTERCONTINENTAL HOTELS GROUP- IHG North Charleston, SC, 2014 – present

Operations Manager -Reservations Sales Team

Transformed the existing culture through strategic planning and adoption of winning behaviors to drive revenue of central reservations office to deliver on budgetary targets, develop cross-functional partnerships/teams tailored to VOICE product awareness, customer retention and engagement that deliver on KPOs. Inspire others to deliver a tailored brand experience through the expert market and customer insights, industry knowledge and passion in a culturally diverse environment. Execute on strategies and initiatives that promote brand preference; building customer loyalty and operational effectiveness. Enable change within the contact center environment where the team adapts and adopts required change quickly and effectively.

The Challenge: Charged with turning around the underperforming unit to meet and/or exceed 5 key performance objectives (KPOs) through promoting a shift in performance focus to the use of IHG’s new VOICE product, driving revenue targets and ancillary revenue partnerships through upsell/cross-sell efforts to include Hertz, Chase and Holiday Club Vacations Resorts.

Key Results: Successfully transitioned unit from a strictly service culture to a “Sales and Service” culture. The unit generated over $23.3M in new revenue performance be developing new sales approach strategies to include cross-sell and upsell opportunities in the Northeast, Southeast and Midwest sales regions. Designed scorecard process to “close the gap” in performance efficiency increasing from 33.3% to 81.25% (47%) within 20 weeks.

Action Plans & Initiatives:

Developed quarterly strategic planning session for managers to align leaders focused on leadership competencies resulting in the #1 Team Manger unit among four.

Increased ancillary revenue for HCV – Holiday Club Vacations/Time Share to achieve a 73%+ purchase rate.

Designed new sales dialogue to address key deficiencies to realize growth from 8.29% to 12.87% growth (4.58%) in Rewards Club Enrollment (guest loyalty program).

Unit managers ranking in the top 15 among 40 Team Managers

Leverage quality analytics to achieve 80%+ rating on customer satisfaction surveys.

Brands Ambassador for Kimpton Hotels, Hotel Indigo, Staybridge, Candlewood Suites, Holiday Inn Express, Holiday Inn, Crowne Plaza, Even Hotels, Intercontinental Hotels.

T-MOBILE USA (Formerly SunCom Wireless), Daniels Island, SC,

Operations Manager (2010 – 2013)

Manage fast-paced call center operations with 8 supervisors/coaches and 150 CSRs (customer service representatives). Develop policies, procedures, and operational processes to align daily production, quality, and service goals with long-term business objectives. Interview, hire, train, coach, develop, and mentor staff to meet and exceed center KPI goals. Write and deliver performance reviews focusing on leadership competencies as a means to gauge and develop bench strength among supervisory staff. Protect market share, achieve customer retention goals, and foster positive communications throughout the organization; track, report and evaluate sales statistics and analytics.

Action Plans & Initiatives:

Developed and implemented strategies to enhance sales performance KPIs.

Trained/built solid-performing sales team with an increased focus on “service to sales” strategy as the platform for 150 FTEs and 10 exempt employee direct reports.

Developed outlier (bottom 20% of production pool) strategy that decreased the overall underperforming population of CSRs/teams by 25%.

Manage all Tier #1 and Tier #2 troubleshooting efforts to include e-commerce/chat.

OPERATIONS SUPERVISOR – GENERAL CARE (2008 – 2010)

Aligned the customer care representatives, processes, and activities on a real-time daily basis. Coached and developed staff of 16 to meet performance standards with 16 direct metrics.

Key Achievements:

Worked as part of the cross-functional team with Work Force Management to understand scheduling, staffing and handling schedule exceptions.

Consistently ranked in Top 3 among peer group and ranked as high as #3 nationally.

Successfully developed 6 CSRs to leadership roles of both Coach and Interim Coach.

Selected for several advanced leadership roles:

-Named as Front Line First Ambassador.

-Named as Owner of CORE, coach partnership program consisting of 32 coaches.

Chosen for advanced leadership training forums:

-A graduate of Coach University and Resource Planning University.

-POC for Core Unit, 12 weeks.

Customer Care Supervisor (2006 – 2008)

Implemented tactical plans that support customer services strategies and goals. Selected and supervised team of 15 CSRs. Resolved escalated customer calls and performed routine daily monitoring of calls.

Served as an example of effective leadership throughout the organization as peer to peer mentor focusing on leadership competencies.

Managed the real-time reporting analytics to achieve desired KPI metric results

Conducted weekly agent development coaching sessions focusing on key behaviors to drive performance results, identified “root-cause”, set action plans and conducted progressive disciplinary conversations and reviews for next steps.

DIAL AMERICA MARKETING, INC. North Charleston, SC (2003 – 2006)

Marketing Account Manager - Verification

Managed daily lead production for 15 predictive dialers for inbound/outbound verification department to deliver on quality reviews audits to maximize success rate of sales and marketing initiatives for major business accounts.

Worked on cross-functional teams for recruiting and new hire training classes to include 30-60-90day residual training curriculum development

Performed internal quality audit reviews for supervisors in department focusing on application accuracy and adherence to sales and marketing policies.

Met production and quality goals serving as account liaison to maintain major accounts and credit card processing and activations for such clients as MBNA, Bank of America, Chase Bank, CitiCorp, Wells Fargo, Hello Direct, SAMs Club and AOL Verizon.

Education

THE ART INSTITUE OF PHILADELPHIA, PHILADELPHIA, PA

ASSOCIATES IN APPLIED SCIENCE – INTERIOR DESIGN & ARCHITECTURE

CURRENTLY RESEARCHING TO SELECT AN ONLINE PROGRAM TO PURSUE A MASTERS’ DEGREE.

Affiliations

Member of Toastmasters International, 2010 – Present

Customer Service Excellence Group

Customer Experience Optimization Group

Operations Managers “Alive”

Call Center Professionals

CCNG – Contact Center & Customer Care Industry Professionals Network

Technology Summary

Microsoft Suite, Avaya, Genesys, Workforce Management, Timbuktu, Verint, Impact 360, IVR, P&L, Managing Through People I & II & PAR for Managers, Coaching Methodology Certification, Facilitating Change Certification, Leading Others Certification, ADP, Telephony, PBR, IRIS – International Reservations Interface Systems, CXO-Customer Experience Optimization, Program Management, InMoment, Taleo Recruiting Systems, Workday, E-Commerce

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