Summary
Overview
Work History
Education
Skills
Contact Information
Timeline
BusinessDevelopmentManager
Robert Spencer

Robert Spencer

Antioch,CA

Summary

Forward-thinking and growth-oriented professional adept at managing overarching operations, procedures, and processes to achieve bottom line success. Adept at directing teams of eighty employees with five direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Versatile Senior Manager specializing in customer service based strategies. Skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information.


Pursuing new professional challenges with a growth-oriented company. Extensive Home Warranty Industry knowledge of company policies and procedures. Technical knowledge of appliances, plumbing, HVAC systems and equipment. Skilled in Microsoft Office, Taleo, ADP, Telephony systems and Adobe.

Overview

23
23
years of professional experience

Work History

Sr. Manager Sales Service and Sales Support

Old Republic Home Protection
09.2001 - 03.2024
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results. Maintaining high-quality performance metrics averaging 25-30 calls per day and 100% Quality Assurance scores.
  • Reduced concession spending by 40% in 2023.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Ensuring that reporting personnel are performing their work according to company policies and standards.
  • Ensuring that reporting personnel are constantly developing and improving in line with company goals.
  • Identifying and communicating concerns, problems, and challenges to leadership in positive, constructive, and solution orientated manner.
  • Improved team performance by providing comprehensive training and fostering collaborative work environments.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Promoted culture of continuous learning through regular workshops, seminars, and training sessions for staff.

Authorization Manager

Old Republic Home Protection
04.2015 - 06.2022
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Revamped department scorecards driving quality and productivity. Metric goals 90% QA and 30 calls per day per agent.
  • Ensured company goals, procedures and policies, and directives are communicated effectively to reporting staff members.
  • Ensured that reporting personnel performed their work according to company policies and standards.
  • Ensured reporting personnel developed and improved their skills in line with company goals.
  • Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Authorization Supervisor

Old Republic Home Protection
09.2010 - 04.2015
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Ensuring company goals, procedures and policies, and directives are communicated effectively to reporting staff members.
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Ensuring that all claims are handled according to Department of Insurance's Fair Claims Act.
  • Communicate company goals, changes, and directives to reporting staff.
  • Coach and counsel direct reports regarding productivity numbers to build morale and improve performance.
  • Stay visible to Call Center staff to encourage motivation and answer any questions or issues.
  • Perform Performance Evaluations and Goal Setting sessions with reporting staff members, clearly documenting results and ensuring all documentation regarding Performance and Attendance is timely, complete and accurate.
  • Ensure customer service levels are in line with company standards.
  • Perform any other duties as assigned.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Reduced employee turnover by fostering positive work environments and providing constructive feedback to staff members.

Education

Received Diploma -

California High School
San Ramon, CA
06.1998

Skills

  • Customer Service
  • Talent Development
  • Strategic Planning
  • Reporting oversight
  • Data Analytics
  • Budget Oversight
  • Resource Allocation
  • Operations Management
  • Process Improvement
  • Hiring and Training
  • Positive Attitude
  • Reliability

Contact Information

5500 Rathdrum Way, Antioch, CA, 94531, (925) 487-9042, redrobster33@yahoo.com

Timeline

Authorization Manager

Old Republic Home Protection
04.2015 - 06.2022

Authorization Supervisor

Old Republic Home Protection
09.2010 - 04.2015

Sr. Manager Sales Service and Sales Support

Old Republic Home Protection
09.2001 - 03.2024

Received Diploma -

California High School

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Robert Spencer