Job Search Status
Open to workDesired start date: Immediately
Open To Work
Robert Lee
Omaha,USA
Work Preference
Summary
Customer Experience Leader with expertise in managing and scaling remote support teams. Focused on healthcare operations, quality assurance, and escalation management, driving continuous improvement and strategic planning. Dedicated to fostering a people-first culture that enhances service delivery and customer satisfaction through effective KPI development and relationship management.
Overview
22
22
years of professional experience
Work History
Trader Support Specialist
TopStep
Omaha, NE
11.2025 - Current
- Assisted traders with online trading inquiries, ensuring account accuracy and enhancing user satisfaction.
- Analyzed market trends to inform trading strategies and decisions.
- Executed trades efficiently to maximize profit potential for clients.
- Collaborated with team members on risk management practices and strategies.
Director of Customer Support
Detego Health
Omaha, NE
12.2024 - 08.2025
- Directed support teams across operations, supervisors, and customer success in healthcare, enhancing service delivery
- Developed and managed strategic account plans for key healthcare clients, focusing on consultative sales and revenue growth
- Founded Executive Escalations team, developing SOPs and resolving high-level client issues
- Established Detego Health’s inaugural quality assurance program, setting an 85% pass rate benchmark
- Managed contracts and SLAs, and coordinated RFP responses for major healthcare accounts
- Reduced provider outreach by 55% and improved member satisfaction (NPS) by 15%
- Partnered with Telus and provided support to offshore teams.
- Utilized Salesforce and CRM tools to track client information and opportunities
Director of Hardware and Customer Support
Dutchie (Remote in Omaha NE)
Bend, OR
05.2022 - 10.2024
- Directed US-based hardware remote team and BPO partner Ibex in Manila, Philippines.
- Launched executive escalations department to resolve critical customer issues at the executive level.
- Created customer success team to drive new business initiatives and reduce churn.
- Improved net promoter score monthly by conducting customer feedback sessions.
- Defined KPI metrics and quality assurance processes to evaluate employee performance.
- Managed IT helpdesk team to ensure efficient technical support operations.
Site Operations Senior Manager
TierPoint
Bellevue, NE
02.2020 - 05.2022
- Led helpdesk, sales, and custom account support groups to align operations with business goals, enhancing collaboration and reducing response times
- Developed customer success account management team, establishing structured KPIs and follow-up processes to boost customer satisfaction and retention
- Developed NPS Incentive (Net Promoter score) to drive agent performance and customer experience
- Reduced Speed to Answer calls by 25% with enhanced training and feedback sessions.
- Oversaw development of IT tools and programs for internal teams and clients, streamlining service delivery and enhancing user experience
Manager Tier 2 Operations
Toast, Inc (Omaha NE Site)
Boston, MA
01.2018 - 02.2020
- Promoted to Manager of the Tier 2 team which included the Tier 2 specialists and leads and the Network Specialists and Team Leads for the Boston, Omaha Portland and Nicaraguan locations (on site in Nicaragua)
- Credited with creating Quality assurance process and the addition of revised KPI metrics
- Introduced restaurant follow-up outreach through customer surveys to enhance service quality.
- Partnered with Account Management team to discuss and review pipeline of potential new customers and churn requests.
- Manage a Tier 1 onsite/Work from home team that assisted Restaurants with Point of Sale/Hardware troubleshooting via chat, Email and calls
Customer Care Operations Manager
Marriott International
Omaha, NE
06.2016 - 01.2018
- Led customer care team in 24/7 operations, improving support quality for corporate accounts
- Enhanced sales and retention for corporate clients through strategic account support
- Managed workforce scheduling and offshore partnerships, optimizing resource allocation for customer care
- Oversaw SLAs and contributed to RFP processes, securing new business opportunities
Various Leadership Roles
PayPal
Omaha, USA
05.2004 - 06.2016
Education
Associate’s degree - Construction Management
Parkwood College
Sheffield, England05-1997
Skills
- Quality assurance
- Service level management
- Performance metrics
- KPI development
- Workforce optimization
- Customer onboarding
- Client relationship management
- Customer retention
- Process improvement
- Forecasting
- Salesforce and CRM tools
- Collaboration tools (Slack, Teams, Zoom)
- Team building
Timeline
Trader Support Specialist
TopStep
11.2025 - Current
Director of Customer Support
Detego Health
12.2024 - 08.2025
Director of Hardware and Customer Support
Dutchie (Remote in Omaha NE)
05.2022 - 10.2024
Site Operations Senior Manager
TierPoint
02.2020 - 05.2022
Manager Tier 2 Operations
Toast, Inc (Omaha NE Site)
01.2018 - 02.2020
Customer Care Operations Manager
Marriott International
06.2016 - 01.2018
Various Leadership Roles
PayPal
05.2004 - 06.2016
Associate’s degree - Construction Management
Parkwood College