Robert Pichler
Stony Brook,NY
Summary
Dynamic Chief Experience Officer with a strong track record in driving customer-centric initiatives and enhancing operational efficiencies. Expertise in optimizing cross-functional teams and delivering innovative, data-driven solutions that elevate customer experiences. Committed to fostering an inclusive workplace, emphasizing accountability and collaboration, and consistently achieving superior service outcomes. Proven leadership in general and operations management with a focus on strategic planning, staff development, and cost-effective process optimization.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Global Operations Director
Dot Connect Marketing
NY Metro Area
07.2024 - Current
- Company Overview: Providing Holistic Commercial Solutions
- Lead the development and enhancement of operational strategies across diverse business entities, prioritizing customer experience and satisfaction
- Create and implement operational frameworks that elevate project execution, resource management, and service delivery
- Mentor and inspire cross-functional teams towards a culture of accountability, driving impactful customer engagement and service excellence
- Providing Holistic Commercial Solutions
Division Vice President & General Management
CARCO, a division of Cisive
NY Metro
05.2007 - 12.2023
- Developed and executed strategic B2B roadmaps that enhanced customer engagement and satisfaction, managing innovation and P&L
- Achieved targeted revenue growth of 7% to $60M over five years by implementing mobile and digital delivery platforms that improved customer interactions
- Enhanced workplace diversity, resulting in a 40% increase in productivity and significant profitability improvements
Division Vice President of Operations
CARCO
- Executed comprehensive operational strategies that improved client service across a multi-state network, directly enhancing customer experiences
- Leveraged AI/ML technology to boost productivity by 40%, achieve a 99.1% QA rate, and reduce OPEX by $2.5M, contributing to a streamlined customer journey
- Implemented Operational Excellence initiatives that surpassed performance metrics, including achieving a 78% NPS score indicating high customer satisfaction
Division Vice President Sales & Marketing
CARCO
- Directed sales, marketing, and client service initiatives focused on enhancing customer satisfaction and maximizing revenues in the insurance risk mitigation sector
- Successfully acquired Fortune 500 accounts, adding $1 Million in revenue and enhancing brand reputation
- Reorganized resources to increase client satisfaction by 8%, improve retention by 20%, and decrease call abandonment rates by 43%
Education
Master's - Industrial & Organizational Psychology
Hofstra University
Bachelor's - Sociology (Business Minor)
St. John's University
Skills
- Customer Experience Strategy
- Strategic Planning
- Cross-Functional Team Management
- Profit and Loss Oversight
- Data-Driven Insights
- Team Leadership Development
Websites
Certification
LinkedIn Learning, Cybersecurity Foundations, 05/01/24, Generative AI for Business Leaders, 05/01/24, Financial Modeling Foundations, 05/01/24
Accomplishments
- Raised NPS score to 78%, solidifying commitment to customer satisfaction.
- Boosted team productivity by 40% through the implementation of AI technology across operations.
- Increased revenue by $750K through the introduction of innovative service offerings.
- Achieved a reduction of $2.5M in operating expenses through strategic initiatives.
Training
- Generative AI for Business Leaders
- Financial Modeling Foundations
- Cybersecurity Foundations
Boardmemberships
- Board Member, 01/01/19, 12/31/23, Expanded membership by 15% through targeted engagement strategies.
- Executive Board Member, New York Anti-Car Theft & Fraud Association
Timeline
Global Operations Director
Dot Connect Marketing
07.2024 - Current
Division Vice President & General Management
CARCO, a division of Cisive
05.2007 - 12.2023
Division Vice President of Operations
CARCO
Division Vice President Sales & Marketing
CARCO
Master's - Industrial & Organizational Psychology
Hofstra University
Bachelor's - Sociology (Business Minor)
St. John's University
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