Robert Sylvia

Accomplished Executive Director recognized for leveraging strong team leadership and development to drive forward progress. Highly organized, detail-oriented leader skilled in directing high-performing teams to develop solutions and solve operational and technical problems. Success implementing systems across multiple operations with superior organizational and communication skills.

• Transformed the CVS Retail Support Help Desk model from an on-site RI based organization to a geographically diverse model through organizational, operational, and technological changes. This model change, along with the expansion of automation, enhanced metrics and revisiting our focus on the customer experience and call center agents, resulted in significant savings (~$1 million in payroll annually), increased service levels (> 20% increase in all significant KPIs) while greatly improving the business continuity plan.
• Designed and implemented an optimized centralized retail support model that resulted in incident and operational expense reductions, significantly improved internal expertise and set a dedicated focus on customer service. Achieved 15% cost reduction ~$1.4 million OpEx savings, while expanding the application portfolio.
• Led the pharmacy data conversion and in-store pharmacy experience tracks for the CVS Health/Target
  partnership. My team was responsible for ensuring all Target Pharmacy data was converted and loaded into the CVS Healthy script fulfillment and Data Warehouse systems on schedule, as well as, making any necessary system enhancements to ensure CVS executed a seamless integration at go-live
• Played a significant leadership role on implementing RxConnect (Pharmacy Application Suite – CVS Health Script filling system).
  o Oversaw operational readiness of the RxConnect Pilot environment, which supported the first 750 store
  pharmacies to go live on the new retail pharmacy application.
  o Stood up an on-shore/off-shore support organization. This team is responsible for level 2 support, incident, event, problem and change management processes, along with system configurations, monitoring and application deployments.
• Led initiative focused on stabilizing the Retail Pharmacy Application. This was a highly visible initiative, focused on addressing people, process, technology. We were able to make significant improvements (2% points) thus meeting our targets of 98.75%.

• Swansea MA Rec Basketball Asst. Coach 2023-24
• P-Tech Mentor 2017-21
• Student mentor (CVS) 2003
• YMCA Basketball Coach 1997 – 1998 (Middletown, RI), 2013 & 2014 (Barrington, RI)