Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Open To Work
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Hi, I’m

Robin Engraf

Customer Associate Supervisor
Aberdeen,SD
Robin Engraf

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Customer Associate SupervisorCustomer Care SupervisorData Analyst

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Aberdeen, SD, US
Open to relocation: No

Important To Me

Company CultureWork-life balanceHealthcare benefits

Summary

Strategic operations leader with expertise in enhancing customer satisfaction and streamlining processes to drive business results. Skilled in optimizing workflows, developing training resources, and ensuring regulatory compliance. Known for fostering cross-functional partnerships and resolving complex operational challenges while delivering exceptional service aligned with organizational objectives.

Overview

32
years of professional experience

Work History

Northwestern Energy
Aberdeen, SD

Customer Associate Supervisor
08.2021 - Current

Job overview

  • Supervise daily operations while providing leadership, coaching, and career development for employees.
  • Managed payroll, purchasing, hiring, onboarding, performance management, and employee separations to support operational efficiency.
  • Ensured excellent customer service and resolved escalated customer issues to enhance customer satisfaction.
  • Lead continuous process improvement initiatives that enhance efficiency and service quality.
  • Implemented process optimization strategies to enhance operational efficiency.
  • Oversaw quality assurance, auditing, regulatory compliance, and records management to maintain operational standards.
  • Develop and implement documentation, procedures, and training materials to support operational consistency.
  • Design, develop, and maintain SharePoint sites to improve collaboration and document accessibility.
  • Manage daily banking and operations remotely for 12 walk in office locations.
  • Prepare operational statistics, monthly reporting, and performance metrics for leadership.
  • Promoted employee engagement initiatives to foster a positive workplace culture.

Northwestern Energy
Aberdeen, SD

Customer Associate
03.2016 - 08.2021

Job overview

  • Delivered exceptional customer service to residential and commercial customers while resolving account inquiries.
  • Processed customer payments, managed account updates, and completed daily bank deposits to ensure financial accuracy and customer satisfaction.
  • Trained new Customer Associates and provided ongoing operational support to foster team development and improve service quality.
  • Created, processed, and completed field service orders while maintaining accuracy and timeliness.
  • Coordinated daily service order distribution and reporting to meet operational goals and enhance service delivery.
  • Exceeded work quality and production levels, recognized as top producer for 3 consecutive years.
  • Managed document retention and records in accordance with company policies.
  • Served on the Aberdeen Charitable Contributions Committee and as Treasurer for the local scholarship committee.

Wyndham Hotel Group
Aberdeen, SD

Customer Care Supervisor
05.1994 - 01.2016

Job overview

  • Led and developed a high-performing team of 1015 customer care professionals.
  • Managed staffing, scheduling, payroll, hiring, coaching, and employee performance to ensure optimal team operation.
  • Successfully managed workforce planning to meet customer service and call volume objectives.
  • Analyzed quality metrics, productivity, and operational performance to identify improvement opportunities.
  • Led departmental projects from planning through implementation, improving efficiency and customer satisfaction.
  • Collaborated with leadership to implement new processes and training programs that enhanced service delivery and system functionality.
  • Designed and maintained operational reports to monitor team performance and inform business trend analysis.
  • Served as Project Management Lead and primary department contact for reporting and system improvements.
  • Developed employees through coaching and mentoring, resulting in numerous internal promotions.
  • Facilitated the company's Green Team initiatives supporting environmental sustainability.

Education

Warner High School
Warner, SD

High School Diploma

University Overview

Skills

  • Customer Service Excellence
  • Operational efficiency
  • Team Leadership & Employee Engagement
  • Multitasking
  • Strong attention to detail
  • Process optimization
  • Quality Assurance & Auditing
  • Regulatory & Records Compliance
  • Documentation development
  • Payroll Administration
  • Hiring & Onboarding
  • Budgeting & Forecasting
  • Financial Operations
  • Reporting & Data Analysis
  • Scheduling & Workforce Planning
  • Conflict Resolution/Problem Solving
  • Staff Training & Development
  • Time Management
  • Cash Handling
  • Microsoft Office proficiency

Accomplishments

Accomplishments
  • Honored with the Hero of Hospitality Award for exceptional leadership and commitment to company values.

Timeline

Customer Associate Supervisor
Northwestern Energy
08.2021 - Current
Customer Associate
Northwestern Energy
03.2016 - 08.2021
Customer Care Supervisor
Wyndham Hotel Group
05.1994 - 01.2016
Warner High School
High School Diploma

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Robin EngrafCustomer Associate Supervisor