Robert Alan Herrage II
Maryville,TN
Summary
An organized and motivated individual, with over 13 years of customer service, as well as customer and client relationship management skills, and eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Scanning Specialist
The Fresh Market
Rogers, AR
02.2022 - Current
- Provide accurate pricing, marketing signage throughout the store, while managing other tasks: submitting Helpdesk tickets for items not scanning or scanning at the wrong price; creating signage as needed; putting discontinued items from resets on sale to avoid shrink; ordering/maintaining on-hand supplies for scanning tasks; performing scheduled price audits; ensuring COOL and Weights and Measures are to standard
- Other tasks performed: once all scanning tasks have been completed, helping out Bakery, Meat & Seafood, Deli and Grocery departments as the help is needed
- I have great skill in organization, time-management, prioritization, and attention to detail
Meat and Seafood Clerk
The Fresh Market
Rogers, AR
09.2021 - 02.2022
- I worked in the meat and seafood department for about 5 months
- I am a go-getter, so while there, I learned as much as I could from the meat cutters
- Performed normal meat clerk duties, as well as acquiring the ability to perform some meat cutter tasks as needed
- I enjoyed the experience, but ended up moving to another department that better suited my skills and abilities
Licensed Insurance Agent
Higher Calling Agency, LLC | GEICO Local Office
01.2021 - 07.2021
- Company Overview: NW Arkansas
- Before receiving my property and casualty insurance license, I was primarily handling inbound service calls for both corporate and local Geico policy holders
- Once I received my license, I serviced existing policies, performed policy retention and collection efforts, as well as selling Insurance to new and existing customers
- NW Arkansas
Product Flow Specialist
Best Buy
Spanish Fort, AL
05.2015 - 11.2020
- Company Overview: Spanish Fort, AL
- In a retail environment, tasks included maintaining, organizing, and managing all incoming and outgoing inventory, both to and from Product Return Centers and Distribution Centers
- Researching and resolving issues dealing with Loss Prevention as it pertains to return and write-off product
- Heavy lifting and manual labor anywhere from 100 to 350 lbs
- Spanish Fort, AL
- Work with multiple departments and third party companies in an effort to complete the fulfillment of customer delivery orders
- Train all inventory new-hires on all processes and procedures, as well as incoming Operations Supervisors in the store's market my first year as a full-time associate
- Assist with merchandising tasks, such as market reactions (product pricing changes), down stocking and sign auditing
- Assisted customers with product questions and sales as needed due to staff shortages when they occurred
- Answered warehouse phone to assist customers with diverse questions, as well as other stores and distribution centers who were calling about product availability
- Picking/Packing .COM orders for both customer pickup and ship-to-home orders for same day shipping, priority mail, 2 day shipping and standard USPS/UPS ground
Client Relationship Manager
Ocwen Loan Servicing, LLC (Previously GMAC Mortgage)
Coppell, TX
08.2011 - 08.2014
- Company Overview: Coppell, TX
- In a call center environment, responsible for managing and maintaining a positive relationship with a portfolio of roughly 150-170 mortgage borrowers
- Required to: (a) maintain a 95% or above average on Quality Assurance call monitors each month (there are 6 to 9 total), (b) maintain a professional tone on both normal and escalated calls, (c) project management, time management, project follow-up, organizational skills, (d) meet required city, state, national and federal mortgage and HIPPA laws, (e) maintain a high level of confidentiality, (f) coach and guide the customer through the mortgage process, offering product knowledge and services thru the use of salesmanship, and (g) an ability to meet deadlines
- Coppell, TX
- Handling 10 to 30 inbound phone calls per day with at least a 95% success rate in resolving customer mortgage questions/issues as they are related to billing, escrow, refinances, modifications, and/or liquidations
- Performing 20 to 30 outbound phone calls per day to follow up with assigned portfolio of borrowers to relay status updates and changes to their mortgage account as it pertains to modifications, payments, or counseling on other home retention or liquidations options for loss mitigation and prevention purposes
- Reviewing documents submitted by the customer and documents created by servicer for QA purposes before proceeding with assistance reviews and/or program implementation reducing the number of incomplete packages being received
- Assisted and worked with other departments to ensure accurate completion of processes and to ensure that the proper deadlines are met for best customer experience
- Occasionally issuing an internal escalation on behalf of the customer when mistakes are made
- Learned and maintained a wide variety of governmental, state and internal laws, regulations, and processes and procedures
- Responsible for managing, building a relationship with, and collecting debts associated with accounts within assigned portfolio of customer
- As a result of proven success and continuous improvement, was asked to be a mentor each time a new hire class began to allow new hires to shadow for experience and on hands-on training
Compliance Manager of Operations & Production | Billing Support
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
Dallas, TX
05.2011 - 08.2011
- Company Overview: Dallas, TX
- Responsible for maintaining vast knowledge of internal processes and procedures for all departments within the company, including all internal/proprietary systems, as well as all external Customer Retention Management (CRM) systems, such as ACT!
- Ensured these systems are properly updated for company compliance purposes and addressing areas for improvement with management staff thru skill gap analysis and refresher trainings
- Other responsibilities included client billing support
- Dallas, TX
- Maintained and managed updates proprietary systems Ellipse Toolbox, Relate 24/7SM, and company network site folders
- Addressed concerns, compliance issues, and other skill gaps with management for company compliance
- Reviewed all Customer Website Projects before authorizing project completion, client billing, and client training
- Handled 20 to 30 phone calls per day with a 90% success rate in resolving customer billing issues
- Performed 10 to 20 collection phone calls per day increasing collections and monthly company revenue by 20%
- Negotiated payment arrangements on delinquent accounts; weekly average of $2500 in recurring revenue
- Increased Revenue Manager's productivity by 40% by reviewing client billing reports and files for product auditing purposes
- Between May and June 2011, performed a company-wide, products and services audit
- This research project consisted of going through each individual file on all existing clientele in search of any discrepancies in billing
- The result was a recovered amount of $3000 + in monthly recurring revenue
Sales Process Trainer
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
Dallas, TX
03.2010 - 07.2011
- Company Overview: Dallas, TX
- While simultaneously going through a brief period of coaching with Sales VP, responsible for building an internal 'processes and procedures' training program from scratch and implementing the program
- The main focus was to increase the sales teams' daily productivity and efficiency thru training material, training presentations, and mock client presentation scenarios
- Other responsibilities included using technical writing skills, internal product and process training, skill gap analysis reports, as well as creating new or revising existing internal processes and procedures as they evolved
- Dallas, TX
- Provided employees with a quick reference manual for daily processes and procedures, increasing the sales teams' daily productivity, efficiency, and overall knowledge of internal processes, procedures, and company products by 60%; starting knowledge was approximately 35%
- Created a 'client instructions manual' for 2 of the company's products, increasing product adoption and product support for existing clientele, as well as new clientele
- Decreased the amount of additional, product-related training requests
- This resulted in a decrease of monthly travel and training/support expenses
Project Manager
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
Dallas, TX
03.2010 - 07.2010
- Company Overview: Dallas, TX
- Purposefully being the client's main point of contact during their new website's development; handholding them throughout the entire process to ensure they are aware of their project's status at all times
- Managing projects (websites and services) from start to completion for apartment communities and management companies nationwide, ensuring they are completed to the client's satisfaction thru the use of sales techniques
- Dallas, TX
- Successfully managed projects for management companies within the southeast portion of the United States with a 90% client satisfaction rate
- Most were small to medium-sized accounts with recurring monthly revenues reaching as much as $4,000+ and development revenues as high as $50,000
- Managed 107 projects total over the course of 5 months and averaged an 87% success rate for on-time product/service deployment
- Bonus requirements were met all 5 months while in position
- Increased the accuracy and efficiency of Project Management team by 30% (starting accuracy/efficiency was 50%) by creating call scripts for communicating and hand-holding clients throughout the production process
Business Development Associate
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
Dallas, TX
04.2009 - 03.2010
- Company Overview: Dallas, TX
- Provided administrative assistance, customer service, and account management support for a Business Development Manager
- Helped manage their automated email campaign account and facilitated the movement of new websites over to production (for a client-base of more than 50)
- Utilized salesmanship to offer products to new customers, as well as up-selling to existing customers
- Dallas, TX
- Assisted the top Sales Associate with scheduling client meetings for product demonstration
- Scheduled trips, hotel, airfare, and rental car reservations with company credit card for Sales Associate
- Assisted Sales Associate in making outbound calls to customers to confirm appointments, up-sell products, and update clients on production statuses
- At times, accompanies Sales Associate on client meetings to assist with the setup and tearing down of equipment, as well as assisting and taking meeting notes
- Sold 11 web services and 1 additional development to existing clients, securing $220 in recurring revenue and $965 in development for November 2009
- Aided the company in discovering discrepancies in client billing and product penetration portfolio-wide by creating an audit spreadsheet that was used to research each Management Company's enhancements and web services penetration
- Created an automated rewards calculation spreadsheet that increased the sales teams' productivity by decreasing the sales team's time spent on calculating a client's rewards by 70%
Quality Assurance Tester/Tech Writer
Heartland Payment Systems
Plano, TX
08.2008 - 01.2009
- Company Overview: Plano, TX
- Queried data for regression testing using SQL Server 2005
- Designed test scripts, functional specifications, and departmental request forms using MS Excel and Word
- Created process flows using MS Office Visio 2007 and PowerPoint
- Stored documents, reported and monitored bugs, and designed testing metrics using Visual Studio 2005 (TFS) and SharePoint (MOSS)
- Reported/routed tickets within and throughout the company's applications and queues to report/eliminate issues
- Helped begin the creation of an internal specifications document for the IT/QA department
- Plano, TX
- Based on a graphic visual created to display an internal process, met with vice president of QA and Level 1 and was reassigned to help meet with different departments within the company to put together both a high-level and detailed technical document to explain the process flow from Level 1 department to QA process
Education
General Studies
Collin County Community College
Plano01.2008
BA - University Studies (General Studies)
East Texas Baptist University
Marshall01.2008
GED - Music
Wylie High School
Wylie01.2003
Skills
- Customer Service
- Microsoft Office
- Warehouse experience
- Microsoft Excel
- Data collection
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Customer relationship management
- Client relationship management
- Time-Management
- Organization
- Attention to detail
- Restaurant experience
- Food service
Certification
Licensed Insurance Agent, 03/21, 01/23, Licensed in Property & Casualty for the state of AR.
Additionalinformation - Technicalskills
Microsoft Windows operating systems - 95/97/2003/2007/XP/Vista/7/ Apple iMac, MS Office 1997-2003/2007 (including Microsoft Word, Excel, PowerPoint, and Outlook), Microsoft Office Visio 2007, and Microsoft Office SharePoint Server (MOSS), QuickBooks, ACT!, GoToMeeting Software, CSI Payment Processing, iEx Scheduling Tool, Equator, Avaya and Smart Call, ADP TimeSaver, Order Management System (OMS), Retail Store Services (RSS)
Assessments
- Work style: Reliability, 01/22, Proficient
- Sales skills, 11/20, Proficient
- Spreadsheets with Microsoft Excel, 11/20, Proficient
- Cooking skills: Basic food preparation, 01/22, Proficient
- Customer service, 11/20, Proficient
Personal Information
- Authorized To Work: US for any employer
Timeline
Scanning Specialist
The Fresh Market
02.2022 - Current
Meat and Seafood Clerk
The Fresh Market
09.2021 - 02.2022
Licensed Insurance Agent
Higher Calling Agency, LLC | GEICO Local Office
01.2021 - 07.2021
Product Flow Specialist
Best Buy
05.2015 - 11.2020
Client Relationship Manager
Ocwen Loan Servicing, LLC (Previously GMAC Mortgage)
08.2011 - 08.2014
Compliance Manager of Operations & Production | Billing Support
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
05.2011 - 08.2011
Sales Process Trainer
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
03.2010 - 07.2011
Project Manager
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
03.2010 - 07.2010
Business Development Associate
Ellipse Communications, Inc. (Now Ellipse Comm I, LP)
04.2009 - 03.2010
Quality Assurance Tester/Tech Writer
Heartland Payment Systems
08.2008 - 01.2009
General Studies
Collin County Community College
BA - University Studies (General Studies)
East Texas Baptist University
GED - Music
Wylie High School
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