Robert Fletcher
Stow,OH
Summary
Dedicated telecommunications professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand and meet corporate strategic objectives.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Product Owner - Consumer Online Portal
Windstream Communications, Inc.
11.2018 - Current
- Collaborate with cross-functional teams to develop high-quality product that meets customer needs.
- Optimize product performance by identifying areas for improvement and implementing necessary changes.
- Enhance product usability and usage by incorporating customer and business feedback into development.
- Integrate product with industry-leading tools like Salesforce and its related modules.
Senior Business Process Transformation Consultant
Windstream Communications, Inc.
05.2016 - 11.2018
- Improved business processes by analyzing workflows and identifying areas for optimization.
- Developed and implemented process improvement initiatives, resulting in increased efficiency and cost savings.
- Led cross-functional teams to analyze business operations and identify potential improvements for better performance.
- Managed multiple projects simultaneously, ensuring timely delivery of results and meeting stakeholder expectations.
Senior Instructional Designer
Windstream Communications, Inc.
05.2011 - 05.2016
- Enhanced e-learning experiences by designing interactive and engaging course content.
- Developed comprehensive instructional materials for diverse learning styles, resulting in improved learner comprehension.
- Collaborated with subject matter experts to create accurate and effective training modules.
- Conducted thorough needs assessments to identify gaps in employee knowledge and skills.
Customer Service & IT Business Analyst Positions
Windstream Communications, Inc. (Formerly ALLTEL)
10.1992 - 05.2011
- Served in various customer service (business) and IT roles resulting from promotions and company transformation initiatives.
- Managed large-scale system migration and customer conversion initiatives during periods of company growth due to acquisitions and mergers.
- Facilitated business-driven system enhancements to align with company objectives and product expansions.
- Established rapport and trust with all levels of the organization through effective communication and collaboration across cross-functional teams.
- Managed teams of business professionals, including business analysts and front-line customer service specialists.
- Developed system expertise in proprietary customer service and billing applications as well as third-party products.
Education
MBA - Business Administration And Management
Kent State University
Kent, OHBachelor of Science - Finance
SUNY Geneseo
Geneseo, NYSkills
- Data-Driven Decision-Making
- Stakeholder Relationship Management
- Roadmap Development
- Product Backlog Management
- Project Management
- Software Development Fundamentals
- Team Leadership
- User Story Creation
- Continuous Improvement
- Cross-functional Collaboration
- Agile Methodologies
- Salesforce CRM Software
- MS Office Suite
- Scrum Methodology
- Release Planning & Testing
Certification
- PMP - Project Management Professional
Timeline
Product Owner - Consumer Online Portal
Windstream Communications, Inc.
11.2018 - Current
Senior Business Process Transformation Consultant
Windstream Communications, Inc.
05.2016 - 11.2018
Senior Instructional Designer
Windstream Communications, Inc.
05.2011 - 05.2016
Customer Service & IT Business Analyst Positions
Windstream Communications, Inc. (Formerly ALLTEL)
10.1992 - 05.2011
MBA - Business Administration And Management
Kent State University
Bachelor of Science - Finance
SUNY Geneseo
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