Robert Bauer

• Developed and enforced company guidelines, KPIs, and standard operating procedures for the customer care team, leading to a consistent 90%+ customer satisfaction rating
• Trained and mentored a team of 3-5 representatives, focusing on process improvements and efficient order fulfillment to enhance operational performance
• Analyzed customer data to identify trends and make data-driven decisions, optimizing the customer experience
• Collaborated with marketing, supply chain, and customer support teams to ensure seamless service integration and alignment with business objectives
• Organized community events to gather customer feedback, providing actionable insights to senior leadership for strategic planning.

• Assisted patients in scheduling treatment appointments and coordinating with medical staff to streamline care delivery
• Implemented data-driven solutions to enhance patient care processes, resulting in a improvement in patient outcomes
• Collaborated with cross-functional teams to resolve complex patient issues, ensuring seamless service and enhanced patient satisfaction
• Trained and mentored newly onboarded staff to uphold high standards of service and compliance.

• Led the outbound fulfillment team, ensuring the effective execution of shift volume plans and coordination across business units to meet staffing requirements
• Tracked and reported hourly volume outputs and KPIs, ensuring alignment with operational goals
• Conducted pre-shift, mid-shift, and post-shift meetings with team leaders to ensure safety protocols, operational alignment, and clear communication of upcoming events, initiatives, and incentives
• Coached leaders on performance improvement areas identified during shifts, promoting continuous development
• Coordinated routine sync meetings with emerging leaders to discuss career aspirations and identify growth opportunities.

Led a technical support staff of 10-15 representatives for a contracted automotive manufacturer.
• Ensured staffing met required capacity based on anticipated volume.
• Tracked and reported KPIs to leadership to ensure metrics were within standard.
• Updated and introduced standard operating procedures to ensure business complies.
• Tracked and logged any attendance requests.
• Completed weekly call monitors, coaching, and reporting to ensure representatives are informed of their production.
• Identified areas of opportunity for representatives and establish measurable goals to correct these actions.
• Implemented incentives to provide recognition for representative production.
• Developed and maintained a vehicle transportation system and reporting for vehicles that needed to be reunited with their owners.
• Led training programs with live vehicles to ensure representatives know the product.
• Maintained a daily reporting system that provided key metrics to all stakeholders within Agero and the contracted automotive manufacturer to ensure all were aligned.
• Led staff meetings to keep all representatives apprised of any changes in the business.