ROBERT L. EDWARDS

**** ******** ***** 630-***-**** Concord, NC, 28025 adhebb@r.postjobfree.com

Results Oriented Business Leader

Operation/process efficiencies-Significant contribution margin-Call Center Leader-Power Plant Operations

Over 18 years of experience including executive leadership, business development and operations with Pivotal/Nicor Home Solutions, Direct Energy &Electrolux NA; managed a team of 88 agents & account managers coordinating 3800 contractors performing in-home residential services across the United States; oversaw the processing of OEM repair claims; operational knowledge of electrical generation and steam production

EXPERIENCE

Progressive Business Solutions (Consultant) Aurora, Illinois

Key Accounts Manager 2019 to Present

Product development/commodity sales: developed value add dispatch systems for Progressive electric and gas commodity customers; added 60 new gas and electric commodity accounts; expanded credit card processing placements to 78 locations throughout the territory

Electrolux Major Appliances (OEM warranty administration) Charlotte, North Carolina

Manager, Warranty Administration 2018 to 2019

Claim management & Administration: Responsible for the administration of approximately 1M claims annually managing a team of direct and indirect employees meeting or exceeded all controllable metrics around spend and payment cycle time while significantly reducing SG&A through process efficiencies; favorable variance to budget of 5.8M in 2018

Servicer Assistance Contractor Care: managed a staff of coordinators in a call center environment handling approximately 100k annual calls assisting a network of ~3900 providers with claim inquiries and solving payment issues; met all KPIs around answer rate and adherence; provider sat surveys consistently ranged in in the upper measurement quartile

Branded Service Routing: Full charge of routing operations for ~140 techs servicing the Electrolux wholly owned consumer service division; Built process efficiencies around tech & CSR interaction handle times; responsible for part ordering delivery and truck stock replenishment; proficient in SAP and ServicePower platforms

Direct Energy (Home warranty plans, water heater rentals, and commodity) Buffalo Grove, Illinois Manager, Vendor Relations 2014 to 2017

Service Delivery & Claims Management: Responsible for service delivery to 1M customers in all 50 States maintaining high NPS scores while delivering consistent product margin exceeding plan 2 years running; NPS track record over 90; contract administration and negotiations collaborating with finance and legal teams; service network included approximately 3800 3rd party contractors

Claim Authorization Center: Manager of an 88-seat call center fielding contractor & consumer calls authorizing repair approvals, coordinating cash buyouts and approving equipment purchases; reduced average claim COGS by 35%; met all KPIs around service level, and answer rate

Claim adjudication: Reorganized department with a focus on flat rate pricing auto billing from the field; significant contributor to a 43% YOY contribution margin pickup

Purchasing: Leader of 5 purchasing agents procuring HVAC equipment, appliances and parts; added multiple additional supply sources providing timely replacement equipment delivery; negotiated contracts with Carrier, Trane, Lennox, Goodman & Marcone

Water heater rentals: Full P&L responsibility for a book of water heater rental customers located in the Northeast, Florida and the Midwest. Achieved product margin exceeding 90% 2014, 2015 & 2016; maintained 99% count accuracy on consigned inventory; leader of the Direct Energy team acquiring the Liberty Utilities book of water heater rental customers; customer surveys 3 years running at a 9/10 scale; lead M&A team purchase of rental books across the Northeast; managed a 16 seat call center consistently meeting KPIs around service level, handle time and sales; products included commercial/residential HVAC equipment

Smart Home Products: Oversaw the installation of 7,800 smart thermostats, metering devices and leak detection devices

Structural Home Warranty Operations: P&L responsibility for structural home warranty business located in Canada

Pivotal Home Solutions (retail platform includes energy services, home warranties, HVAC services) Naperville, Illinois Manager, Field Operations, Dispatch and Service Network 2001-2014

Dispatch: Manager directing a staff of 20 individuals responsible for warranty service delivery to 1.1 million customers; met and exceeded all KPIs including on time arrival, job counts and safety performance; 150 field technicians; improved arrival on-time percentage by 300%

Service Network: Senior Manager in charge of all 3rd party contractors performing residential service work in support of the home warranty business unit. Duties include quality assurance, contract negotiations and renewals, customer service and pricing due diligence; understanding of building systems functionality including HVAC, electrical and gas piping; daily call center support; implemented call center process improvements reducing average call handle time 14%; lead claims adjudication team project to reduce costs by streamlining processes; P&L responsibility for a $11,000,000 book of business.

Field Operations: Full charge of the pipe fitting team performing gas meter relocations; lead 30 employees in safe and productive operations; increased gross margin 15%; Complete P&L responsibilities; lead the installation of over 12,000 gas meters

Field Operations: Twin Boiler Steam Plant-leader of team operating a twin-boiler configuration supplying heating steam to the Electromotive Engine Plant located in McCook, Illinois; union contract negotiations, client relations and full charge of the P&L and procurement

Field Operations/Sales Manager: Indoor Air Quality Division-launched residential insulation program; launched duct cleaning and duct sealing operations; full P&L duties and responsibilities; procurement and inventory duties; knowledge of building envelope science and blower-door testing; lead 6-8-person sales team increasing revenue 5-fold

Inventory control: Designed and developed inventory processes and controls for a Nicor Services wholly owned subsidiary; implemented cost reduction strategies and security controls

Business Development: Implemented in-house and 3rd party technician sales channel increasing tech sales 10-fold; negotiated and implemented national sales channel programs with fortune 500 entities; stood up 38 locations contributing 5,000 warranty plan sales over a 1-year period

Dispatch and fleet management: oversaw routing and scheduling for the Field Operations team; procured equipment and vehicles as needed

Commonwealth Edison/Midwest Generation (electrical utility, coal fired power plant) Channahon, Illinois Unit Operator, Equipment Operator, Boiler Operator 1990-2001

Operated a 566 megawatt turbine generator unit and the associated coal fired boilers; knowledge of the combustion process major controls, interlocks and the steam/water cycle; operated station service transformers, essential service bus, DC bus and the station battery system; duties included maintenance and operation on various pumps, compressors, coal conveyors, ash handling and station HVAC systems; membership is a structural fire brigade, Level II hazmat team; station operated consistently in the upper quartile measured against all U.S. coal fired plants

EDUCATION

BENEDICTINE UNIVERSITY, Lisle, Illinois

BA, Management with honors

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