Robin Pokojski
Contact Center Director
Belleville,IL
Summary
Proven leader with a track record of fostering high-performing teams and driving operational excellence. Expert in leveraging data analysis and CRM software to enhance decision-making and customer service, resulting in significant process improvements and stakeholder satisfaction. Skilled in relationship building and complex problem-solving, consistently achieving and surpassing KPIs. Results-driven Contact Center expert with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
15
15
years of professional experience
Work History
Vice President
United Way of Greater St. Louis
07.2021 - Current
- 88Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Negotiated high-value contracts that maximized profitability while mitigating risks for the organization. Secured over $8 Million in funding in two years.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Represented organization at industry conferences and events.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Director of Project Implementation and Data
United Way of Greater St. Louis
09.2018 - 07.2021
- Facilitated communication between team members for streamlined project management.
- Directed and oversaw the launch of 8 special projects and programs since 2016.
- Streamlined project management processes by creating efficient workflows and communication channels.
- Boosted team productivity through the implementation of effective project management methodologies.
- Maintained well-organized documentation for easy access and reference during projects life cycles.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Used statistical methods to analyze data and generate useful business reports.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Integrated multiple sources of disparate data into cohesive datasets, improving overall analytic capabilities.
- Created dashboards to monitor and track key performance indicators.
- Collaborated with stakeholders to identify business needs and data sources.
- Generated ad-hoc reports to evaluate specific business requirements.
- Generated standard and custom reports to provide insights into business performance.
Contact Center Director
United Way of Greater St. Louis
01.2016 - 09.2018
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Optimized operational processes using analytics tools to address client-specific metrics.
- Drafted and distributed reports to assist board members with critical business decisions.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
Contact Center Manager
United Way of Greater St. Louis
St. Louis, Missouri
09.2009 - 12.2015
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities, with a turn over rate of less than 5% annually.
- Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
Bachelor of Science - Psychology
Southern Illinois University
Edwardsville, IL05.2005
Skills
- Team Leadership
- Relationship Building
- Decision-Making
- Critical Thinking
- Complex Problem-Solving
- Operations Management
- Customer Service
- Documentation And Reporting
- Process Improvement
- Training and mentoring
- Presentations
- Performance monitoring
- Data Analysis
- OKRs and KPIs
- CRM Software
Accomplishments
- Awarded 7 out of 7 grants written for in 2023 totaling over $1.3 Million in additional funding for contact center.
- In 2023, launched a $1 Million pilot program to support three major hospitals and their patients with critical medical needs obtain or maintain critical utility services. Expanded from two counties to 116 counties in 2024.
- Grew contact center volume by 26% YOY 2022-2023, with annual growth trends since 2020 showing an average of 16% annually.
- Worked with St. Louis County Health Department in 2020 to set up a COVID helpline to triage and answer COVID related questions. Quickly able to use technology to support skills based routing and trained over 100 agents to support the line. Launched within 15 days of signed contract.
Timeline
Vice President
United Way of Greater St. Louis
07.2021 - Current
Director of Project Implementation and Data
United Way of Greater St. Louis
09.2018 - 07.2021
Contact Center Director
United Way of Greater St. Louis
01.2016 - 09.2018
Contact Center Manager
United Way of Greater St. Louis
09.2009 - 12.2015
Bachelor of Science - Psychology
Southern Illinois University
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