ROBERT HEIN
Omaha,NE
Summary
Seasoned business professional with over 10 years of progressive experience in customer support and management roles. Proven track record of leading high-performing teams, optimizing operations, and delivering exceptional customer experiences. Adept at implementing strategic initiatives that drive productivity, streamline processes, and enhance overall efficiency. Known for strong problem-solving skills, sound decision-making, and the ability to thrive in fast-paced, dynamic environments. Committed to fostering team development and aligning support functions with broader business goals.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist III
Buildertrend
11.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined support processes to enhance customer satisfaction and service delivery efficiency.
- Collaborated with cross-functional teams to address product issues and improve user experience.
- Trained new team members on best practices for customer interaction and software utilization.
Manager, CSS Quality Control
Buildertrend
02.2025 - 11.2025
- Developed and implemented strategic initiatives and operating procedures that improved service delivery and client satisfaction.
- Led cross-functional teams to optimize operational processes and enhance productivity.
- Mentored staff to foster skill development and improve team performance.
- Analyzed performance metrics to identify areas for process improvement and efficiency gains.
CSS Development Coordinator II
Buildertrend
08.2021 - 02.2025
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
CSS Quality Control Specialist
Buildertrend
06.2020 - 08.2021
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
Customer Support Specialist
Buildertrend
03.2019 - 06.2020
Customer Support Coach
Buildertrend
11.2018 - 03.2019
Vice President
TrueMail Marketing
10.2016 - 11.2018
- Intimately manage and coordinate internal and vendor efforts to execute client campaigns.
- Manage workflow of client campaigns through internal and vendor resources.
- Track campaign status through Insightly CRM.
- Completes sales operational requirements by scheduling and assigning employees; following up on work results.
- Determines annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results.
Sales Manager
TrueMail Marketing
05.2014 - 10.2016
- Built an understanding of each client's unique goals to make recommendations and optimize campaign efforts.
- Maintains sales staff by recruiting, selecting, orienting, and training employees.
- Designed sales tactics and strategies to increase lead qualification and generation.
- Top sales leader in 2016 with over $400k in sales.
Education
Bachelor of Science Degree - Speech Communications
University of Nebraska at Omaha
05-2007
Skills
- Microsoft Office Suite
- SalesForce
- Excel Proficient
- Staff training and development
Timeline
Customer Support Specialist III
Buildertrend
11.2025 - Current
Manager, CSS Quality Control
Buildertrend
02.2025 - 11.2025
CSS Development Coordinator II
Buildertrend
08.2021 - 02.2025
CSS Quality Control Specialist
Buildertrend
06.2020 - 08.2021
Customer Support Specialist
Buildertrend
03.2019 - 06.2020
Customer Support Coach
Buildertrend
11.2018 - 03.2019
Vice President
TrueMail Marketing
10.2016 - 11.2018
Sales Manager
TrueMail Marketing
05.2014 - 10.2016
Bachelor of Science Degree - Speech Communications
University of Nebraska at Omaha