Robert Boon
Mantua Township,New Jersey
Summary
Dynamic professional with extensive experience in operational leadership at Smarter Call Center Solutions. Proven track record in enhancing customer satisfaction and streamlining processes. Skilled in compliance auditing and effective communication, consistently achieving performance targets while training teams to excel in quality control and customer service.
Overview
25
25
years of professional experience
Work History
Donor Screener
ABO Plasma
Glassboro, New Jersey
01.2023 - Current
- Screen donors for eligibility based on health and safety guidelines.
- Monitor donor flow to ensure efficient screening processes.
- Educate donors on donation procedures and safety protocols.
- Maintain cleanliness and organization in the screening area.
- Assist in training new screeners on procedures and best practices.
CXO/COO
Smarter Call Center Solutions
Granbury, Texas
09.2018 - 03.2022
- Developed operational policies and processes, guaranteeing staff maintained compliance with federal, state, and local laws and regulations.
- Maintained productive relationships and communication channels across organization.
- Served as strategic advisor and functional expert on critical strategic and operational matters.
- Monitored outcome measures, program outcomes, and performance improvement.
- Increased customer satisfaction and streamlined business processes and procedures.
- Negotiated contracts to secure extensions and preserve optimal leadership.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Delivered continuous training to associates to maximize performance and customer relations skills.
Director of Call Center Operations
Synergixx
Sewell, NJ
04.2014 - 09.2018
- Set and managed performance benchmarks for call center employees.
- Developed quality assurance standards and established targets for all staff.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Created new call center and commission-based pay plans.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Demonstrated consistent operational excellence to maintain stellar office reputation.
CNA - Certified Nursing Assistant
Kennedy Healthcare Center
Washington Township, New Jersey
06.2010 - 03.2014
- Provided customer service and was involved in training new team members each month.
- Utilized hospital systems to monitor and report on individual patient care, including lab results, allergies, and vital signs.
- Created and maintained an inpatient care log that noted patient medical history, medications, and diagnoses.
- Delivered excellent patient care.
CNA - Certified Nursing Assistant
Dedicated Nursing
Gibbsboro, New Jersey
05.2001 - 04.2010
- Utilized hospital systems to monitor and report on individual patient care, including lab results, allergies, and vital signs.
- Created and maintained an inpatient care log that noted patient medical history, medications, and diagnoses.
- Delivered excellent patient care.
Education
High School - General Studies
Pennsville Memorial High School
Pennsville, NJ03.2018
Skills
- Customer service
- Time management
- Leadership
- Communication skills
- Computer literacy
- Documentation review
- Quality control
- Compliance auditing
Timeline
Donor Screener
ABO Plasma
01.2023 - Current
CXO/COO
Smarter Call Center Solutions
09.2018 - 03.2022
Director of Call Center Operations
Synergixx
04.2014 - 09.2018
CNA - Certified Nursing Assistant
Kennedy Healthcare Center
06.2010 - 03.2014
CNA - Certified Nursing Assistant
Dedicated Nursing
05.2001 - 04.2010
High School - General Studies
Pennsville Memorial High School