Robert Williams
Nashua,NH
Summary
Resourceful Vice President with over 40 years of results-oriented experience in business intelligence and operations management. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions. Versatile leader recognized for driving results in collaborative, inclusive manner.
Overview
33
33
years of professional experience
Work History
VP Customer Satisfaction
Data Plus
North Chelmsford, MA
09.2023 - Current
- Directed the development of new products based on market trends and customer feedback.
- Developed training programs that enhanced employee engagement and job satisfaction.
- Identified opportunities for process automation that increased productivity levels.
Customer Support Manager & Product Manager
Data Plus
North Chelmsford, MA
02.2016 - 09.2023
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Revised department schedules to maximize coverage during peak hours.
- Created operational protocols and customer service processes to improve staff performance.
- Conducted regular meetings with team members to discuss progress and areas for improvement.
Sales Manager
Data Plus
North Chelmsford, MA
05.2011 - 02.2016
- Tracked monthly sales to generate reports for business development planning.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Performed sales consultations and educated clients on products and services.
Customer Support Specialist
Data Plus
North Chelmsford, MA
09.2009 - 04.2011
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded quickly to customer inquiries, needs and problems.
General Manager
Various Hotel Management Companies
03.1991 - 06.2008
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
Education
Bachelor of Arts - Accounting
Hesser College
Nashua06-2010
Skills
- Organizational Development
- Cross-functional team leadership
- Operations Management
- Human Resources Management
- Corporate Communications
- Innovation management
- Strategic Planning
- Operational management
- Staff Management
- Project Management
Timeline
VP Customer Satisfaction
Data Plus
09.2023 - Current
Customer Support Manager & Product Manager
Data Plus
02.2016 - 09.2023
Sales Manager
Data Plus
05.2011 - 02.2016
Customer Support Specialist
Data Plus
09.2009 - 04.2011
General Manager
Various Hotel Management Companies
03.1991 - 06.2008
Bachelor of Arts - Accounting
Hesser College
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