Paul Robinson
Richardson,TX
Summary
An experienced professional with expertise in strategic leadership and CX operations management. Specializing in leveraging data analytics to drive operational excellence while fostering stakeholder collaboration through relationship building. An established track record includes successful cross-functional initiatives, enhancing data integrity, and implementing cost-saving process improvements.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director of Client Experience
TEXAS CAPITAL BANK
10.2021 - 04.2024
- As the Enterprise Client Experience Director and Strategist, managed a team of CX professionals and drove collaboration across the organization
- By applying data-driven analytics, cutting-edge AI technology, and a vigorous continual service improvement process, the bank realized tangible improvements in the overall customer experience
- Established omnichannel monitoring, providing line of sight to over 90% of customer interactions
- Customer journey improvements drove customer satisfaction and NPS improvements by 10%
- Introduced data-driven design thinking that reduced churn by reducing customer pain points
- Enhanced call center quality that led to improved first-call resolution by 18%.
Vice President, Customer Engagement
CITIGROUP
04.2016 - 10.2021
- As a key leadership team member, contributed to the strategic and tactical approach to enhancing the customer experience in the branded cards organization
- Developed customer interaction monitoring to detect customer pain points and drove remediation efforts through collaborative work sessions with key stakeholders, effectively elevated customer experience with significant benefits
- Prevented 2M+ negative experiences per year
- Through continual service improvement, call volumes were reduced by 30%
- Reduced churn by 12% for customers with multiple products
- Improved Net Promoter Score (NPS) by 20% by implementing closed-loop processes
- Prioritized critical initiatives in the backlog based on customer impact data
- This ensured that the most important customer-impacting projects were addressed first.
Vice President, Business Process and Analysis
CITIGROUP
10.2014 - 04.2016
- Worked closely with the data architecture team to integrate big data concepts, enhancing the usability of customer interaction data
- Demonstrated the capabilities of the data lake by utilizing historical interaction data to create optimized resource schedules for the workforce management group
- As part of the enhancements delivered, elevated call center SLA to 98%
- Decreased wait times by 10% and improved first-call resolution by 20%.
Vice President, Loan Operations
CITIGROUP
09.2003 - 10.2014
- Transformed project management practices from traditional waterfall to Agile-based projects across seven loan servicing departments
- This shift enhanced the utilization of technology resources and resulted in the successful implementation of 42 medium and large projects over seven years
- Revamped technology change management KPIs to better capture opportunities within change operations
- Delivered monthly actionable insights reports to the CIO council, leading to a continuous increase in change success rates over two years
- Spearheaded the rollout of the record retention compliance program for CitiFinancial Auto
- Successfully established record retention processes across all departments by collaborating with teams to understand records and assess existing management practices.
Education
Master of Business Administration (MBA) -
University of Texas at Dallas
Richardson, TXBachelor of Science (BS) Business Administration -
University of Florida
Gainesville, FLSkills
- Strategic Leadership
- Client Experience Program Management
- Stakeholder Engagement
- Technology Delivery
- Agile Methodologies
- Process Improvement
- Team Leadership and Coaching
- Voice of the Employee
- Executive Presentations
- Data-Driven Decision Insights
- Project Management
Certification
- CCXP – CXPA, January 2021
- ITIL v3 Foundation – Citi, October 2010
- PMP Certification, PMI, December 2003
Professionalleadership
- Speaker on Customer Experience – Farlinium Conference Saint Petersburg, November 2023
- Speaker on CX Program Management – Qualtrics, October 2023
- Guest Lecturer – Customer Support / Success Executive Brain Trust Network August 2024
Timeline
Director of Client Experience
TEXAS CAPITAL BANK
10.2021 - 04.2024
Vice President, Customer Engagement
CITIGROUP
04.2016 - 10.2021
Vice President, Business Process and Analysis
CITIGROUP
10.2014 - 04.2016
Vice President, Loan Operations
CITIGROUP
09.2003 - 10.2014
Master of Business Administration (MBA) -
University of Texas at Dallas
Bachelor of Science (BS) Business Administration -
University of Florida
Similar Profiles
Sowmith RajSowmith Raj
QA Automation Engineer/ Mobile Tester at Texas Capital BankQA Automation Engineer/ Mobile Tester at Texas Capital Bank
Kevin RynnKevin Rynn
Internal Audit Manager at Texas Capital BankInternal Audit Manager at Texas Capital Bank
Alyssa KayeaAlyssa Kayea
Loan Operations Booking Specialist at Texas Capital BankLoan Operations Booking Specialist at Texas Capital Bank