Dr. Robert A. King

• Spearheaded a $250K grant-funded program to address academic and emotional needs, leveraging data to enhance outcomes.
• Embedded DEI principles into organizational training, fostering belonging and improving team culture.
• Developed virtual training modules for 100+ staff, saving $100K annually and reducing onboarding time by 60%.
• Demonstrated leadership skills in managing projects from concept to completion.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Implemented cost-saving measures through efficient resource allocation and vendor negotiations, optimizing property financial performance.

• Taught sections of GenEd 1500 and 1510- Academic Focus: critical thinking skills, study skills, learning styles, test preparation skills, research skills, oral presentation skills, and writing assessments.
• Administered office staff training program to improve daily management of housing office for more than 20+ employees.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Facilitated B2C recruitment events with more than 2,000~3,000 potential customers a year.
• Incorporated cloud based technology like Zoom, Google Meetup, CMS, and LMS to enhance learning and development for B2C onboarding activities.

• Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently through multiple contact platforms.
• Developed and reviewed B2C engagement strategies and employed comprehensive benchmarks to establish and monitor customer service standards for 18 different communities.
• Integrated technology to enhance learning and increase engagement-10%increase in virtual engagement.
• Resolved high level community living issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
• Controlled resources and assets-an annual budget of $10 million+ for salaries, training and development, educational strategies and small projects to comply with campus standards and government relations .
• Directed a team of 5 direct reports, 16 supervisors and managers, and 300 front line employees to enhance across-the-board customer support and better meet service demands.

Key Achievements:

• Developed a key DEI senior leadership role and hired a professional for the opportunity to strategically address the department’s DEI vision.
• Led the relaunch of annual survey and benchmarking measurements to determine customer opinion of living experience and services offered for more than 7000+.

• Served as faculty for the curriculum development and facilitation of the 5 Days for Change Leadership Development program”- a week-long immersive social justice, allyship, exploration program.
• Using Adult Development Theory, Student Development Theory, and various Identity Development Theories as the foundation, developed the curriculum model for the residential experience in Family & Graduate Housing.
• Conducted multiple assessment efforts using contemporary survey instruments and contracted tools to address the curricular support needed
• Directed promotion and brand loyalty efforts to build direct relationships with customers.
• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
• Developed a charge system to record and track operational expenses to identify and eliminate wasteful spending.

• Provided strategic analysis for manufacturing life cycles, technologies, process validations and robustness.
• Re-developed departmental marketing and publications platform and launched new departmental online presence utilizing analytics to determine virtual and in-person needs and solutions
• Directed financial operations and administered budgets in relation to departmental operations(card access/keys/security) for more than 9 central desks
• Oversaw vendor delivery deadlines and requirements to fulfill priority contracts.
• Coordinated and resolved customer issues with more than 5000 customers annually

Key Achievements:

• Co-developed $6 million budget for campus interior repairs and updates and verified supply chain conformance with production requirements by cultivating productive vendor relationships.
• Developed ongoing training for more than 15 mid-level professionals and 125 entry-level employees utilizing cutting edge customer service practices, organization development theory, and equity-focused strategies

• Taught seminar leadership development class for student leaders(30+) annually during the Spring semester where students engaged in explorations regarding Leadership & Ethics, Community Development, and Inclusion culminating in a research project and presentation.
• Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments- increased property occupancy by 40%.
• Oversaw and enhanced work of operational and facilities team members to promote optimal efficiency and obtain necessary results- improved customer satisfaction by more than 15%.