ROBERT COLVILLE
Summary
Dynamic Operations Manager with a proven track record at Serendipity Labs, excelling in event management and strategic sales. Adept at budget tracking and team leadership, I drive revenue growth and enhance client satisfaction through innovative solutions and effective collaboration. Passionate about delivering exceptional experiences and fostering strong partnerships.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Sales and Operations Manager / Meetings and Events
Serendipity Labs
Stamford, CT
10.2023 - Current
- Supported client satisfaction by communicating needs, expectations, and service details clearly.
- Managed on-site meetings and events, including planning, catering, staffing, facilities, materials, vendor coordination, and workflow improvements.
- Partnered with C-suite, marketing, product, and creative teams on KPI and OKR planning for monthly and quarterly goals.
- Directed corporate partnerships across multi-unit P&L performance, drove revenue growth through sales initiatives, mentored team members, and handled account management, project management, CRM updates, quarterly business reviews, compliance, market trends, and process improvements.
- Oversaw on-site event operations to support smooth execution, guest satisfaction, brand alignment, and quality standards.
- Managed office logistics across 20,000 sq. ft., maintained organized member spaces, improved service delivery, coordinated customer support, and worked with IT to provide timely technical support.
- Coordinated logistics for community outreach initiatives and managed creative production for events to strengthen community engagement and brand visibility.
- Handled budget tracking, expense reporting, petty cash reconciliation, and office financial records while working with finance to code transactions correctly and follow purchasing guidelines.
Lead Customer Service Manager
Brooks Brothers
New York, NY & Enfield, CT
09.2020 - 10.2023
- Delivered empathetic, knowledgeable support to Brooks Brothers customers across all channels, while coordinating product inquiries with internal departments.
- Led and mentored a team of eight customer service representatives to improve service quality and operating efficiency.
- Partnered with C-suite executives, RVPs, DMs, and store managers on KPIs to resolve challenges and maintain communication aligned with Brooks Brothers brand values.
- Prepared accurate customer and agent records and built presentations to support executives and strengthen team operations.
- Developed visual merchandising guidelines to align store displays with brand identity.
- Built and rolled out brand strategies to grow market share.
- Reviewed customer feedback and survey results to evaluate effectiveness of existing brand initiatives.
- Trained and mentored staff on best practices in customer interactions.
Store Supervisor & Store Manager
Brooks Brothers
New York, NY & Darien, CT
11.2018 - 10.2021
- Supported store supervisor duties and transitioned into manager role for Upper East Side retail location.
- Worked with CEO, Design District management, and visual teams to improve sales growth through KPI focus, shrink reduction, and payroll management.
- Handled store supervisor responsibilities and advanced into manager role for Upper East Side retail location.
- Partnered with corporate teams to maintain brand standards and improve store effectiveness.
Producer, Content Developer (Freelance)
American Rivers Tour
Easthampton, NY
09.2017 - 11.2018
- Led creative social media and public relations initiatives, aligning content with current trends to enhance website engagement
- Managed logistics for travel, hotels, meetings, website content, casting, production, and copy while overseeing budgets and expense reporting
- Communicated and collaborated with the Owner on their visual and literary objectives
- Coordinated logistical strategies for travel, hotels, meetings, and email correspondence, ensuring seamless execution of plans
Copy Editor & Project Manager (Contract)
IN Connected Marketing
Norwalk, CT
06.2017 - 10.2018
- Supported editorial and creative project management for advertising concepts for brand clients such as Heineken, Folgers, Dr Pepper Snapple Group, J.M. Smucker's, and Smithfield while handling compliance and legal requirements.
- Managed workflow across five accounts, helping align creative direction, copy editing, and project management.
- Worked with copywriters, art directors, account executives, and project leaders to build cohesive advertising strategies.
- Scheduled meetings and vendor calls to improve communication and keep project timelines on track.
- Performed in various theatrical productions and film projects as full-time actor from 2012 to 2019.
Education
Bachelor of Arts - Communications & English
Muhlenberg College
Allentown, PASkills
- Event management
- Vendor coordination
- Sales strategy development
- Budget tracking
- Customer relationship management
- Data analysis
- Market analysis
- Team leadership
Certification
- Salesforce, CRM software, Microsoft 365. Currently working on AI certifications.
Timeline
Sales and Operations Manager / Meetings and Events
Serendipity Labs
10.2023 - Current
Lead Customer Service Manager
Brooks Brothers
09.2020 - 10.2023
Store Supervisor & Store Manager
Brooks Brothers
11.2018 - 10.2021
Producer, Content Developer (Freelance)
American Rivers Tour
09.2017 - 11.2018
Copy Editor & Project Manager (Contract)
IN Connected Marketing
06.2017 - 10.2018
Bachelor of Arts - Communications & English
Muhlenberg College