Robert Newburg

**** ********* *****, ******, ** *0502

Cell: 312-***-**** Email: ad3u5a@r.postjobfree.com

Professional Work Experience

XSELL Technologies, Chicago, IL September 2021-December 2023

E-Commerce Chat Supervisor – Value City Furniture.

oQA Scorecard for daily sales/customer service chats,

oTeam leader coach for 25 agents,

oCoaching training based on weekly metric reporting scorecards.

●HIPER Intervention Training Team Led and coached 25+ agents, in the customer service department, with onboarding and migrations on software platforms for telephony (Genesys Cloud and 8x8) and chat (HiPer and Genesys Cloud), which led to an increase in customer satisfaction by 33%

XSELL Technologies, Chicago, IL –. June 2020-September 2021

Customer Service Agent -Value City Furniture Chat and voice agent:

Assists over 300+ customer’s real time weekly.

Chicago Bulldogs Hockey Club, Lincolnwood, IL June 2019-Current

oOversees daily operations, sales, and registrations.

oIce Scheduler

oCoach

Dial America, Oakbrook, IL September 2019-March 2020

CSR Sales Agent

oExecuted daily sales calls and processed sales.

Automotive Internet Media, Lagrange, IL April 2019-September 2019

Team Sales Director

oExecuted daily sales calls, processed sales and all Social Media Marketing.

Chicago Wolves Professional Hockey Team, Chicago, IL Sept 2003-Aug 2006 June 2011-Mar 2019

Account Executive/Director of Youth Hockey

oExecuted daily sales calls and processed ticket orders.

oMaintained season ticket packages and organized group ticket packages.

oAssisted the Director of Game Operations with organizing on-ice and in-arena activities on game days.

oDeveloped and coordinated the Chicago Wolves youth hockey program and serviced 30+ local hockey rinks.

Chicago Steel Hockey Team, Bensenville, IL August 2007- June 2011

Director of Ticket and Corporate Sales

oResponsible for team selling and processing all ticket orders,

oMaintain and grow new corporate sponsorships.

oDeveloping good relationships with local youth hockey programs.

oOther duties included:

Running Game Day Operations,

Player personnel support

Overseeing training of interns.

Writing game scripts.

Direct Response Corporation, Chicago, IL July 1991-August 2004

Call Center Manager/Phone Systems Administrator

Maintained the call center phone system

Managed the day-to day inbound call center activities.

Hired, trained, and supervised employees on call center procedures and call center systems.

Monitored and analyzed inbound calls to ensure quality control and proper reporting.

Education

DePaul University, Chicago, IL June 1997

Bachelor of Arts, Psychology

Professional Skills

-Marketing, Digital Marketing

-Social Media

-Data Analysis

-Critical Thinking

-MS Suite, Google Suite, all technology

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