Robert Rousey
Nixa,MO
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Director of Securituy Operations
Task9 Security
10.2024 - Current
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Field Service Manager
Burroughs Inc.
05.2023 - 09.2024
- Managed 30-40 Field service technicians while providing focused NCR ATM support
- Trained, coached, and mentored technicians to ensure smooth adaptation and compliance to new programs, processes and procedures
- Championed the adoption of innovative technologies to enhance service offerings, increase efficiency, and gain competitive advantage
- Optimized inventory management systems to reduce costs and eliminate waste
- Streamlined field operations for improved efficiency and reduced response times
- Monitored service metrics, identifying trends for continuous process improvement initiatives
- Established performance goals for employees and provided feedback on methods for reaching those milestones
Director of National Support and Development
Partners In Tech Services
12.2021 - 04.2023
- Drove departmental performance and achievement of service levels through focused term operational reviews, structured coaching and managing enterprise targets
- Reviewed and edited all training materials for accuracy and company police compliance
- Coordinated technical training and personal development classes for staff members
- Managed new employee orientation training process for more than 150 employees
- Delivered surveys to identify training needs based on projected production processes and changes
- Defined, implemented and revised operational policies and guidelines
- Led change and transformation across business areas to deliver benefits and align company resources
- Worked collaboratively with functional leaders to implement new procedures and processes
- Strong Business acumen
- Self-Starter in individual or team environments
- Interfacing with customers at various levels
- Critical Thinking
- Service Operations Management
- Service Delivery
- Process Improvement
- Product and customer integration
- Product training and placement
- Understanding of customer support
- Risk Mitigation planning
- Policy and procedure implementation
- Team leadership, training and development
Director of National Product Support and Training
Bancsource/Cennox
05.2016 - 12.2021
- Provides leadership for the Product Support group and refurbishment team within Bancsource while serving as the SME for all NCR ATMs and related software / hardware
- Work with Field organization and Management to provide superior level of Product support, Training classes and Product Help desks
- Provide consultation in one or more areas for the design, development and implementation of technical products and equipment engineering systems
- Recommends alterations and enhancements to improve quality of products and/or procedures
- Demonstrates expertise in a variety of the field's concepts, practices, and procedures
- Relies on experience and judgment to plan and accomplish goals
- Strategized with team members to determine the scope of project, current and future needs, processes and workflows and client expectations
- Resolved customer complaints by investigating problems, developing solutions, and making recommendations to management
- Managed projects through pricing, staffing and ensuring that projects are produced on time, within budget and of superior technical quality
- Installed and maintained control systems and other technical components to complete equipment installations
- Applied consultative approach to collect information on customer service, account, and technical concerns for NCR ATM deployment and network integrations
- Shared detailed information regarding NCR hardware and software options to help customers make informed decisions
- Oversaw NCR ATM deployment, configuration and documentation procedures of Windows 10, Aptra Edge 5/7/10 and 11 and CFS and various Passport deposit software
District Service Manager
Bancsource
02.2013 - 05.2016
- Followed up with customers during and after installations to verify satisfaction
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Met with customers to discuss service needs and develop effective and practical solutions
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Trained over 35 less-skilled Field service techs on standards, efficiency and conflict resolution for best-in-class customer service
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales
- Implemented project management techniques to overcome obstacles and increase team productivity
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Field Service Engineer
Bancsource
05.2011 - 05.2013
- Tested equipment performance and demonstrated operation and servicing of equipment to customers
- Managed maintenance data records and tracked operating information for onsite reference
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in ATM mechanical and electrical systems
- Maintained tools and equipment, part inventory and library of machine manuals
- Recommended design changes, upgrades and replacements to improve the system's performance
Director of Operations
Creative Space Specialist
12.2006 - 02.2011
- Manages organization operations by directing and coordinating activities consistent with established goals, objectives, and policies to include Maintenance, IT and manufacturing
- Implements programs to ensure alignment of business plan for growth and profit
- Provides direction and structure for operating units
- Implements improved processes and management methods to generate higher ROI and workflow optimization
- Spearheaded reinventions of various departments to maximize productivity
- Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies
- Cross-trained in every store role to maximize operational knowledge
- Defined, implemented, and revised operational policies and guidelines
- Led change and transformation across business areas to deliver benefits and align company resources
Army Sr. Non-Commissioned Officer
01.1985 - 10.2006
- Top Secret Security Clearance /Bronze Star Medal recipient
Education
Computer Information Systems -
University of Maryland - University College
Hyattsville, MDLaw Enforcement - undefined
Central Texas College
Killeen, TXLSSGB - undefined
AVETA Business Institute
02.2018
Skills
- Service Operations Management
- Service Delivery
- Process Improvement
- Product and customer integration
- Product training and placement
- Understanding of customer support
- Policy and procedure implementation
- Team leadership, training and development
- Critical Thinking
- Strong Business acumen
- Self-Starter in individual or team environments
- Interfacing with customers at various levels
Accomplishments
- Developed an equipment staging process that decreased installation time by 75% and increased installation success and customer satisfaction from 72% to 96%.
- Wrote and edited technical documents to keep field staff informed on policies and procedures.
- Initiated a SOW and Software/Hardware installation process to 6 teams which resulted in 100% conversion of 16 brick and mortar branches in 3 days.
- Designed, implemented and staffed a refurbishment department which resulted in $2.5M in parts purchasing savings.
- 21-year ARMY Veteran and Bronze Star recipient.
Additional Information
Top Secret Security Clearance/ Bronze Star Medal recipient, Certified Master Trainer, LSSGB
Certification
NCR ATMs
TIDEL Smart Safes
Brinks Safes
Languages
German
Professional Working
Timeline
Director of Securituy Operations
Task9 Security
10.2024 - Current
Field Service Manager
Burroughs Inc.
05.2023 - 09.2024
Director of National Support and Development
Partners In Tech Services
12.2021 - 04.2023
Director of National Product Support and Training
Bancsource/Cennox
05.2016 - 12.2021
District Service Manager
Bancsource
02.2013 - 05.2016
Field Service Engineer
Bancsource
05.2011 - 05.2013
Director of Operations
Creative Space Specialist
12.2006 - 02.2011
Army Sr. Non-Commissioned Officer
01.1985 - 10.2006
Law Enforcement - undefined
Central Texas College
LSSGB - undefined
AVETA Business Institute
Computer Information Systems -
University of Maryland - University College
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