Robert Keith
Lake Elsinore,CA
Summary
Seasoned healthcare executive with 30 years of experience who excels at exceeding customers' expectations and cementing loyalty. A dynamic and passionate leader who empowers his team to continually raise the bar on service levels. I do this by listening to the customer and creating a high-performance department with my unparalleled ability to hire, train and motivate only the best customer service representatives who can “WOW” the customer, which in turn “WOW’s” and fulfills the employee!
My combined experience knowing both the operations side and customer experience side is what makes me unique. I create operational efficiencies and solutions through collaboration with internal teams and external business partners. Known for my business acumen, I directly and positively impact the bottom line through my deep understanding of operations and my tenacity in accomplishing goals and objectives.
Overview
36
36
years of professional experience
Work History
Sr VP, Customer Experience & Communication
FFF Enterprises
05.2022 - Current
- Drove corporate revenue by creating strategies that fit perfectly with company's vision and mission.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Presented and discussed strategy and initiative progress with senior business leaders.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
VP, Customer Experience and Communication
FFF Enterprises
08.2019 - 05.2022
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
Senior Director of Customer Service
FFF Enterprises
01.2019 - 08.2019
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Director of Customer Service
FFF Enterprises
01.2007 - 01.2019
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
Customer Service Manager
FFF Enterprises
05.2006 - 01.2007
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and corrected customer concerns to promote company loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
Customer Service Supervisor
Allergan
05.2001 - 04.2006
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Service and Contracts
ODME (Toolex)
10.1999 - 05.2001
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Supervisor
Gensci Limited
01.1998 - 10.1999
International Operations and Planning Manager
Genzyme
01.1996 - 12.1997
Export Supervisor
CR Bard
02.1988 - 01.1996
Education
No Degree - Business Management
Boston College
Chestnut Hill, MASkills
- Sales and Upselling
- Issue and Complaint Resolution
- Customer Experience Management
- Customer Relationship Management
- Customer Loyalty
- Upselling
- Collaboration Experience
- Team Goals
Accomplishments
Business lead in creating new robust ecommerce platform for enhanced customer experience.
Timeline
Sr VP, Customer Experience & Communication
FFF Enterprises
05.2022 - Current
VP, Customer Experience and Communication
FFF Enterprises
08.2019 - 05.2022
Senior Director of Customer Service
FFF Enterprises
01.2019 - 08.2019
Director of Customer Service
FFF Enterprises
01.2007 - 01.2019
Customer Service Manager
FFF Enterprises
05.2006 - 01.2007
Customer Service Supervisor
Allergan
05.2001 - 04.2006
Customer Service and Contracts
ODME (Toolex)
10.1999 - 05.2001
Customer Service Supervisor
Gensci Limited
01.1998 - 10.1999
International Operations and Planning Manager
Genzyme
01.1996 - 12.1997
Export Supervisor
CR Bard
02.1988 - 01.1996
No Degree - Business Management
Boston College
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