L. Robert Faust
Schuylkill Haven,PA
Summary
Highly accomplished business leader with a strong technology background and proven analytical, managerial, and leadership skills in the Vehicle Service Contract industry. Expertise spans operational management, including risk management, organizational strategy, product development, process improvement, and performance management. Deeply passionate about achieving business objectives through team member career development, continuous process improvement, and leveraging quantitative data and customer feedback for innovative customer solutions.
Overview
32
32
years of professional experience
Work History
Senior Vice President
Penn Warranty Corp. & Preferred Warranties, Inc.
01.2023 - Current
- Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
Senior Vice President, Operations
Preferred Warranties, Inc.
03.2017 - Current
- Negotiated, planned, and executed a seamless change in insurance underwriters for the company's entire suite of products
- Orchestrated the restructuring of Claim and Customer Service teams that resulted in call transfers reduced by 50% and call center service levels increased by 10%
- Transitioned the entire company operations (48 employees) to entirely remote within 3 business days with no impact to customer service
- Prior to this transition, team members had no experience working remotely
- Key contributor in the Product Develop Team
- Developed a key product in 2020 that resulted in $1.8m over the first 12 months, or 6% of the company's entire revenue over the same period
- Facilitate and contribute to the implementation of strategic initiatives for entire company
- Responsible for the risk management of company's portfolio of products and serves on Special Pricing Committee
- Developed the policies and procedures of the Exceptions Committee that reviews requests of dealers that fall outside underwriting policies.
Vice President of Information Technology
Preferred Warranties, Inc.
07.1998 - 03.2017
- Responsible for defining PWI's IT and data security strategies along with defining IT processes and policies
- Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements
- Scaled systems and custom applications from a platform managing 9,000 customers to one that has served over 1 million
- Created company's first web-based point of sale system that gained a 78% adoption rate by customers, when industry average was 33%
- Managed the migration of the entire IT infrastructure across several states to a new datacenter with no interruptions to operations.
Software Specialist
Preferred Warranties, Inc.
04.1996 - 07.1998
- Designed, developed, and implemented software applications for the administration of Vehicle Service Contracts
- Created Preferred Lot Manager, a Dealer Management System (DMS)
- This was an off-the-self software offering by PWI to its selling dealers.
Senior Programmer Analyst
Yuengling Information Systems
03.1994 - 04.1996
- Built, tested and deployed scalable, highly available software solutions
- Gathered customer requirements, designed software & hardware solutions, and prepared estimates to execute client solutions
- Assisted on sales visits with prospective clients and served as technical resource in presentation of proposed solutions
- On approved solutions, created project plans, generated project status reports, coded application solutions, and trained end users
- Earned a certification as a Network Engineer
- Designed, coded, and installed PWI's first fully integrated contract administration application
- PWI was a client of Yuengling Information Systems.
Computer Programmer
USAir Express
10.1992 - 03.1994
- Responsible for coding business systems (Accounting, Aircraft Maintenance, Crew Tracking, etc) on a variety of platforms, such as IBM Midrange, Digital VAX, and PC Networks
- Worked with a team to design and build the company's first local area network and attended Novell Certified Engineer training
- Designed an application to automatically convert IBM Midrange COBOL code to MicroFocus COBOL for the PC platform.
Education
Computer Science -
Penn State University
Schuylkill Haven, Pennsylvania05.1991
Skills
- Strategic Planning and Execution
- Analytical and Critical Thinking
- Team Building
- Process Development
- Project Management
- KPI Tracking
Timeline
Senior Vice President
Penn Warranty Corp. & Preferred Warranties, Inc.
01.2023 - Current
Senior Vice President, Operations
Preferred Warranties, Inc.
03.2017 - Current
Vice President of Information Technology
Preferred Warranties, Inc.
07.1998 - 03.2017
Software Specialist
Preferred Warranties, Inc.
04.1996 - 07.1998
Senior Programmer Analyst
Yuengling Information Systems
03.1994 - 04.1996
Computer Programmer
USAir Express
10.1992 - 03.1994
Computer Science -
Penn State University
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