Description
I, Robin Collins, have demonstrated characteristics of being assertive, organized, analytical and committed to establishing goal objectives that are delivered timely and accurately. I accomplish this through my personal commitment to prioritize and motivate personnel through team building and effective communication. I work best under pressure but will not be left idle I am a seeker of work to find the next task to take on without waiting for an assignment. I am an experienced executive with management skills of people, procedure, process, contractual negotiation or adherence and facility. My operational management skills include leading service and sales, quality assurance teams, cost controls, workforce scheduling and benchmarking all the while working closely with support organization such as Finance, Human Resources, IS & IT and Legal to insure communication, brand reputation and management. It is due to my extensive experience in the aforementioned that I have achieved years successfully increasing revenues, attaining the highest level of satisfaction, reducing the operating costs, enhancing the quality of products and or services provided. My goals are met I always look to the ways and means to improve productivity and motivation of employees. My history is supported by stellar references who will validate I deliver. RESPONSIBILITIES AND ACCOMPLISHMENTS Director Customer Service & Delivery, Viiz Inc., Jun 2014 - Jan 2017 * Customer Relations management * Led and managed high volume 24 x 7 call centers to insure continuous process improvement * General Assistance * Payment processing * Emergency call dispatching to PSAPs * Managed call center workforce and analytics for forecasting, staffing and agent performance assessment * Created and reported cost / margin analysis for profitability assessment * Interacted via social media communication on Facebook, Yelp, Twitter and BBB * Developed, designed reporting matrix and managed the collaborative meetings of call centers and clients * Project manager on all Service Delivery benchmarking from contract to launch of service * Accountable to P&L of the division including vendor management and contracts * Produced new sales through organic relationships increasing revenues by 1.4 million in my first year SVP of Service Operations, ILD Corp. Sept 1997 - Jun 2014 * Directed sales and order entry, and customer service teams supporting a revenue based of $112 million at peak performance * Final approval on all activity related to network, software and CRM designs or enhancements * Salary administrator interfacing with human resources for call center tiers and pay scales * Developed and implemented sales commission and or bonus incentives * Created, documented and trained on new processes and procedures to improve the company's products an services * Project Manager for design of an one plus billing system and deployed a new CRM solely supported by ILD * Responsible for reporting, research payments of agent, sales and client commissions * Direct interface with external companies, vendors and service providers for account disputes, resolution and pricing * Managed facilities including data center, back up generators and or UPS Director of Service Operations, WorldCom Nov 1993 - Sept 1997 * Responsible for key account management of both commercial and residential customers * Managed multi-functional employees responsible for service delivery, account management, service and collections * Led the Operator Services division results from 88% achievement in the first quarter of 1995 to 118% in the first quarter of 1997 * Instrumental in the design of an Operator Services billing system * Was prime project lead in consolidation of seven legacy systems on separate platforms to the new system in a 13- months * Built a service organization to support a national account customer base billing of 168 million dollars annually * Responsible for service delivery, account management, customer service and receivables management * Led the transition team responsible to integrate Metromedia's centralized operations into LDDS' regional structure Manager, Service Delivery, Metromedia Communications Dec 1985 - Nov 1993 * Manager responsible for order processing, 800 RESPORG and LEC administration * Built the company's RESPORG operation including the design of IS systems and interfaces to SMS 800 database * Project manager assigned to mergers and acquisitions of multiple companies including * Chernow Communications * ComSystems * WilTel * Responsible for service administration of key accounts that included order entry, provisioning and delivery of dedicated and equipment service installations * Established key performance objectives and recognition programs, unifying two vastly different structures * Administered Quality Program referred to as "Q" awards * Designed and coordinated development of Metromedia's first "corporate" billing system Customer Service AT&T Information Systems Jun 1984 - Sept 1985 * Handled inbound billing inquires, equipment inquires and credit process for new sales * Top performance multiple months for upsells of Merlin phone system Property Manager South Hill Apartments Jul 1981 - May 1984 * On site property manager responsible for leasing, rent collection, evictions and general management * Directed maintenance personnel for 175-unit apartment complex with 3 pools * Contracted and managed security personnel related to domestic violence and site security matters * Managed and coordinated with vendors for property improvements Preschool Teacher Rainbow Hills Daycare Aug 1977 - Jul 1981 * Developed classroom curriculum pre-kinder within the preschool environment * Consulted with parents about child behavioral ups and downs and academic progress * Develop activities to stimulate the children motor and communication skills * Established policies and procedures for inside and outside the classroom disciplines Asst. Manager Miss Bojangles May 1976 - Jul 1977 * Supervise the daily operations of the store i.e. cash receipts, opening and or closing * Restock, placement of new merchandise * Administered ear piercing and nose piercing in sterile environment * Educated customers on health care of puncture wounds related to piercing * Responsible for recruiting hiring and separation of employees * Managed performance and sales presentation of employees Training Certificates: Management: Effective Business Writing Management Effectiveness Workforce Management Personnel: Train the Trainer Performance Appraisal Employee Training and Development Product: Bellcore SMS Toll Free Operator Services Directory Assistance Mini Basic Telephony Process: Who Killed Service Management Emergency Call Handling Telephone Etiquette Sales: Sales Cold Calling Guide to Increasing Revenue How to Handle Difficult People
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