Summary
Overview
Work History
Education
Skills
Timeline
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Robert Zulauf

Paterson

Summary

Seasoned Manager with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve business goals.

Overview

23
23
years of professional experience

Work History

Manager, Customer Care

Esko
01.2020 - Current
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Conducted performance reviews for team members.
  • Developed a company-wide Customer Escalation Management Process.
  • Developed a process to manage Technical Root Cause Analysis Documents intended for customer communiations.

Global Artwork Management System Lead

Esko
02.2012 - 12.2019
  • Administered and maintained Unilever's BLUE regional sites, ensuring system reliability.
  • Led a team of seven System Administrators to foster effective performance.
  • Provided end-user technical support to resolve issues promptly.
  • Managed client requests for user profiles, contacts, and companies, including inactivations.
  • Collaborated with Global Artwork System Administrator team to offer cross-regional support.
  • Coordinated with client sponsors to test product releases and ensure customer acceptance.
  • Maintained the client's Digital Asset Library.
  • Configured workflows based on customer requests, while following Esko best practices.
  • Provided software and procedural training to all new hires.
  • Regularly delivered documents reporting on client Key Performance Indicators (KPIs).

Support Engineer

Barnes & Noble.com
Lyndhurst
09.2006 - 02.2012
  • Managed and configured Knowledge Base and Click-to-Chat applications to enhance user experience.
  • Created users and developed content for multiple applications, including workflows and reports.
  • Authored and edited over 1,000 technical documents for Knowledge Base efficiency.
  • Trained employees on software navigation and operational procedures to improve performance.
  • Provided technical and sales support to internal teams at management level.
  • Delivered daily reports to visualize application performance metrics.
  • Resolved application outages and issues in IT support capacity.
  • Conducted weekly reviews with locations to reinforce adherence to company procedures.

Diet Technician / System Administrator

Liberty Health Care
Jersey Cit
10.2002 - 12.2008
  • Created, upgraded, and maintained the nutrition database (CBORD) for all hospitals in our healthcare system while acting as the System Administrator and Head Trainer.
  • Authored internal training materials to help inform and educate employees of any improvements to our system.
  • Visited patients to review current diet restrictions, take food preferences, follow diet compliances, and record any food allergies.

Education

Credential of Readiness (CORe) -

Harvard Business Online
01-2020

Bachelor of Arts - Communications

William Paterson University of New Jersey
Wayne, NJ
01-2010

High School Diploma -

Secaucus High School
05-2002

Skills

  • Effective communication
  • Problem-solving expertise
  • Customer success strategies
  • Relationship management
  • Escalation management
  • Conflict resolution
  • Process optimization
  • Team development
  • Coaching and mentoring
  • Business analysis
  • Business intelligence (BI)
  • Data analysis
  • SaaS proficiency
  • System configuration
  • Technical document authoring/editing

Timeline

Manager, Customer Care

Esko
01.2020 - Current

Global Artwork Management System Lead

Esko
02.2012 - 12.2019

Support Engineer

Barnes & Noble.com
09.2006 - 02.2012

Diet Technician / System Administrator

Liberty Health Care
10.2002 - 12.2008

Credential of Readiness (CORe) -

Harvard Business Online

Bachelor of Arts - Communications

William Paterson University of New Jersey

High School Diploma -

Secaucus High School

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