Robert Lewis

Dynamic operations leader with a proven track record of driving shareholder value and achieving exceptional results through the strategic alignment of systems, processes, and personnel with operational objectives. Expertise in cultivating strong partnerships and developing innovative solutions to complex operational challenges while effectively navigating organizational change. Committed to optimizing processes, enhancing productivity, and fostering team success through collaboration and adaptability. Proficient in strategic planning, resource management, and continuous improvement initiatives, ensuring a steadfast focus on meeting and exceeding organizational goals.

• Directed and advanced people and operations in high-growth, fast-paced, changing environments.
• 2022 Excel winner – Recognition for elite performance within the organization.
• Performance Optimization- Developed and implemented Day of Job process, streamlining communication between technical customer support and back-office support teams. Increased same day issue resolution by 18% for Comcast Business Customers.
• Employee Onboarding - Redesigned new employee orientation for call center operation providing a more comprehensive introduction to the Comcast/NBC Universal organization and its various functional areas, resulting in a stronger connection between call center performance and the organization’s success. Decreased ninety-day attrition by 38%.
• Led the effort to launch the Comcast Business X television platform for hospitality markets. Launched 8 hotels in 90 days, generating an additional $4m in annual revenue.
• Process Improvement- Identified and addressed root cause of service and equipment delays in repair and calibration processes by collecting, analyzing and understanding data to create improvements. Increased SLA compliance by 30% within 12 months.
• Talent Acquisition- Expanded call center operations based on the consolidation of 28 markets. Strategy to implementation and hiring of 185 employees completed within 6 months.
• Served as subject matter expert playing a key leadership role in the development and implementation of new call center facilities, business processes and metrics.