Robbie Allen
Etowah,USA
Summary
Seasoned Customer Service and Operations Leader with more than 20 years of progressive leadership experience in manufacturing and customer service within a global organization. Proven success leading teams of up to 50 employees, improving customer satisfaction, driving operational excellence, and implementing continuous process improvements. Recognized for developing high-performing teams, optimizing business processes, and building strong customer relationships that support organizational growth.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Thermo Fisher Scientific
Asheville, NC
08.2004 - Current
- Lead a customer-focused organization to achieve the highest level of customer satisfaction.
- Created and maintained order entry and return policies, procedures, and work instructions to enhance operational consistency.
- Identify opportunities for continuous improvement within existing policies and procedures to reduce waste.
- Develop and mentor a team of 21 representatives and one team lead through training, quality evaluations, monthly one-on-one meetings, and performance reviews.
- Managed daily CX survey results, identifying corrective and preventive actions to address customer feedback.
- Drove customer satisfaction improvements through targeted customer service initiatives and process enhancements.
- Exceeded departmental goals related to customer satisfaction, call volume, and response time.
Maintenance Planner
Colbond, Inc.
Asheville, NC
08.1997 - 08.2004
- Helped implement a new maintenance organization from the ground up alongside the Maintenance Manager.
- Ordered maintenance supplies from approved vendors to ensure timely availability. and managed daily work orders.
- Prepared and maintained monthly management reports to track maintenance performance and support decision-making.
- Completed and maintained all ISO 9001 maintenance documentation.
- Designed and implemented the JD Edwards maintenance module.
- Developed training materials and procedural manuals to enhance knowledge sharing and standardize operations in the Maintenance Department.
Project Manager Assistant
Colbond, Inc.
Asheville, NC
08.1996 - 08.1997
- Collaborated with project managers to ensure construction projects adhered to timelines and met project objectives.
- Coordinated workflows and maintained document control for construction projects.
- Coordinated project schedules and timelines to ensure timely completion of deliverables.
- Managed stakeholder communications to maintain alignment on project goals and progress.
- Developed project plans using industry-standard project management tools and methodologies.
Contracts/Returns Supervisor
Thermo Fisher Scientific
Asheville, NC
- Led the Contracts team in managing terms and conditions for government, direct, intercompany, and ICP order processing to ensure timely agreement with Thermo Fisher's terms and conditions and order entry requirements.
- Led the Returns team in identifying continuous improvement opportunities within existing policies and procedures to reduce waste and improve return processing.
Order Entry/Returns Supervisor
Thermo Fisher Scientific
Asheville, NC
- Led a customer-focused team to achieve the highest level of customer satisfaction.
- Created and maintained Order Entry and Return policies, procedures, and work instructions.
- Identified continuous improvement opportunities to reduce waste and improve efficiency.
- Developed and coached a team of 21 representatives and one team lead through training, quality evaluations, monthly one-on-one meetings, and performance reviews.
- Oversaw daily departmental operations while partnering with senior leadership.
- Increased customer confidence by providing accurate order delivery dates.
- Strengthened customer relationships through exceptional support, resulting in increased confidence in Thermo Fisher Scientific and higher order volume.
- Developed departmental KPIs and managed team performance to achieve established goals.
- Led a process improvement project that redesigned the order workflow, increasing same-day order processing to 95%.
- As a result, on-time order entry improved from 87% in Q4 2014 to 95% in Q2 2015.
Customer Service Supervisor
Thermo Fisher Scientific
Asheville, NC
- Managed a Customer Service team of 19 associates.
- Exceeded departmental goals related to customer satisfaction, call volume, and response time.
- Maintained a consistent 80% service level by answering calls within 20 seconds.
- Managed customer escalations to ensure timely issue resolution and maintain customer loyalty.
- Controlled departmental expenses by meeting overtime reduction goals.
- Implemented employee training programs that improved customer satisfaction and reduced employee frustration caused by knowledge gaps, increasing CAS scores from 52 to 64 by Q3 2014.
Service Parts Team Lead
Thermo Fisher Scientific
Asheville, NC
- Researched product bills of materials to identify required part numbers.
- Maintained training manuals and updated product specification sheets.
- Worked directly with independent service organizations to coordinate orders, service requests, and follow-up activities.
- Managed customer satisfaction and on-time delivery of service parts.
- Completed product training for the Cold Storage product line, including Jewett refrigerators, and installed Dixell controllers as part of the training program.
- Collaborated with Production to create Engineering Change Notices (ECNs) for new part setups.
- Coordinated Service Parts team activities to support ISO-certified organizations performing customer service work.
Education
Project Management Certification -
Calgary, Alberta, CanadaAssociate of Applied Science - Administrative Office Technology
Asheville-Buncombe Technical Community College
Asheville, NCMicrosoft Project Management Training -
Asheville-Buncombe Technical Community College
Asheville, NCSkills
- Excel
- Microsoft Project
- PowerPoint
- Outlook
- Word
- SAP
- JD Edwards
- Baan
- Project Management Certification
- Colbond
Work Summary - Experience
- 15+ years of experience in manufacturing, customer service, order entry, customer retention, and management.
- 10+ years of leadership experience, including supervising multiple Customer Service departments.
- 9+ years of experience in maintenance planning and problem-solving.
- Strong individual contributor and collaborative team member.
- Proven ability to build collaborative working relationships with employees and customers at all organizational levels.
- Extensive training in Cold Storage products and service parts.
- Proven ability to manage multiple tasks and deadlines in a fast-paced environment while partnering with customer service and commercial teams.
- Extensive knowledge of ISO 9001 audits and documentation processes.
Timeline
Customer Service Manager
Thermo Fisher Scientific
08.2004 - Current
Maintenance Planner
Colbond, Inc.
08.1997 - 08.2004
Project Manager Assistant
Colbond, Inc.
08.1996 - 08.1997
Service Parts Team Lead
Thermo Fisher Scientific
Customer Service Supervisor
Thermo Fisher Scientific
Order Entry/Returns Supervisor
Thermo Fisher Scientific
Contracts/Returns Supervisor
Thermo Fisher Scientific
Project Management Certification -
Associate of Applied Science - Administrative Office Technology
Asheville-Buncombe Technical Community College
Microsoft Project Management Training -
Asheville-Buncombe Technical Community College