Robert Porter

• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Cooperated closely with other departments to support achievement of customer experience outcomes.
• Developed systems and procedures to improve operational quality and team efficiency.
• Trained new customer service agents on policies and procedures to support favorable customer experiences.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Developed and maintained relationships with external vendors and suppliers.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

● Managed a Team of Admissions Consultants

• Assisted in development and implementation of faculty development plans.

● Responsible For Admissions Growth

● Train and Develop Team Members

● Consistently Exceeds expectation

• Implemented strategies to increase student recruiting, engagement and retention.

• Worked closely with organizational leadership and board of directors to guide operational strategy.
• Built relationships with donors, government officials and other organizations to secure funding and support for organization.
• Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
• Exercised appropriate cost control to meet budget restrictions and maximize profitability.
• Represented organization to local public by giving presentations and speeches and participating in community events.
• Monitored compliance with laws and regulations to protect organization from legal liabilities and penalties.
• Built and maintained strong company teams by hiring and training qualified staff to create positive and productive work environments.
• Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
• Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success.