Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robert N. Bailiff

Grosse Pointe,MI

Summary

Dedicated financial tech professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

14
14
years of professional experience

Work History

Regional Operations Specialist

SpotOn
03.2023 - Current
  • Motivated and trained employees to maximize team productivity.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Managed internal operational standards and productivity targets.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Analyzed department metrics and performance and reported findings to management.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Compiled training materials for new employees and tracked skill development.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Devised and implemented processes and procedures to streamline operations.

Sales Support Manager

SpotOn
03.2023 - Current
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Built relationships with customers and community to establish long-term business growth.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Led regular meetings with team leaders and front-line staff to convey important operational information and new targets.
  • Managed efficient workflows by creating effective schedules and delegating work based on personnel strengths and knowledge.
  • Created and enforced department policies, procedures and standards to establish productivity and quality.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
  • Collaborated with upper management to implement continuous improvements and exceed team goals.

Retention Manager

SpotOn
07.2021 - 03.2022
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Support Team Lead

SpotOn
06.2019 - 07.2020
  • Promptly responded to inquiries and requests from prospective customers.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
  • Developed and updated databases to handle customer data.
  • Crafted intelligent, professional responses to emailed and web chat customer questions.
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Recognized escalation needs and connected customers with advanced support staff.

Operations Manager

Allstate Insurance
01.2011 - 06.2019
  • Calculate premiums and establish payment method
  • Contact policyholders to deliver and explain policies, analyze insurance programs, suggest additions or changes, and to change beneficiaries
  • Confer with clients to obtain and provide information when claims are made on a policy
  • Contact underwriters and submit forms to obtain binder coverage
  • Customize insurance programs to suit individual customers, often covering a variety of risks
  • Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients
  • Monitor insurance claims to ensure they are settled equitably for both the client and the insurer
  • Maintain records for handling policy renewals.

Assembler

Palmer Promotional Products
11.2010 - 01.2011
  • Operated production machinery and computers
  • Performed tasks such as building cabinetry and other products utilizing hand tools
  • Responsible for quality control and report problems with quality, processes, equipment and materials to Production Supervisor
  • Assembled components by examining connections for correct fit; fastening parts and subassemblies
  • Maintained safe and clean working environment by complying with procedures, rules, and regulations (held position on Safety Committee)
  • Kept equipment operational by completing preventive maintenance requirements
  • Shipping

Palmer Promotional Products
08.2010 - 11.2010
  • Operated material handling equipment such as forklifts, pallet jacks, hand trucks or dollies to move stock or reorganize storage
  • Determined method of shipment utilizing knowledge of shipping procedures, routes and rates; prepares materials for shipping by weighing, packaging and stamping; prepares necessary shipping forms such as bills of lading
  • Adhered to all safety regulations
  • Utilized computerized or automated systems to accomplish tasks therefore, having to posses the knowledge of automated or computerized system operation
  • Participated in routing, counting and inspecting items while loading and unloading trucks; delivers and returns items.

Education

High School Diploma -

Grosse Pointe North High School
Grosse Pointe Woods, MI
06.2005

Skills

  • Policy and Procedure Implementation
  • Workflow Planning
  • Department Development
  • Employee Empowerment
  • Salesforce Software
  • Corrective Actions
  • Constructive Feedback
  • Time Management
  • Customer Retention
  • Employee Performance Evaluations
  • Process Streamlining
  • Department Reviews

Timeline

Regional Operations Specialist

SpotOn
03.2023 - Current

Sales Support Manager

SpotOn
03.2023 - Current

Retention Manager

SpotOn
07.2021 - 03.2022

Customer Support Team Lead

SpotOn
06.2019 - 07.2020

Operations Manager

Allstate Insurance
01.2011 - 06.2019

Assembler

Palmer Promotional Products
11.2010 - 01.2011

Palmer Promotional Products
08.2010 - 11.2010

High School Diploma -

Grosse Pointe North High School

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Robert N. Bailiff