ROBBIE L OEHLERTZ
Greenwood
Summary
A results-driven operations leader with extensive experience in managing and optimizing frontline and backline operations. Proven ability to develop high-performing teams, foster strong relationships, and drive operational excellence. Adept at implementing process improvements, enhancing customer communications, and ensuring superior service delivery.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Assistant Vice President
Synchrony Financial
04.2016 - Current
- Lead communications build/run operations team for customer communications across the business
- Drive process and quality improvement by enhancing the letter build/run process
- Develop programs and procedures cross-functionally to drive quality and consistency in customer communications
- Lead strategic initiatives as the subject matter expert and business owner for customer communications
Client Support Manager
Automatic Data Processing (ADP)
10.2006 - 04.2016
- Managed a team of Client Support Specialists providing technical payroll troubleshooting assistance to customers
- Served as the escalation point-of-contact for a dedicated client base within the call center
- Responsible for coaching, training, and developing a team to meet productivity and quality metrics
- Acted as Subject Matter Expert for customer service models with the sales team on prospect calls
- Led Net Promoter Score (NPS) improvements and implemented the first resolute service team model within the region
Call Quality Manager/VOC Process Owner
GE Consumer Finance
11.2003 - 10.2006
- Developed a team of Service Quality Specialists to monitor and coach 200+ phone bank associates to meet call quality expectations
- Led customer satisfaction (VOC) improvement initiatives within the call center
- Conducted calibration sessions with the call quality team and managers to ensure consistent scoring and evaluation
- Transitioned call quality program from six domestic locations to one centralized location in India
Project Manager, Call Center Operations
GE Consumer Finance
11.2002 - 11.2003
- Led start-up and training of third-party vendors to support operational transitions
- Managed an onsite team of four exempt and thirty non-exempt employees supporting third-party vendor Teletech
- Developed vendor relationships to ensure contractual obligations were met during the Home Depot transition, maintaining service and quality standards within budget
Customer Service Manager
GE Consumer Finance
01.2001 - 01.2002
- Managed a team of 20 Customer Service Representatives, ensuring productivity and quality targets were met
- Provided coaching and development opportunities to enhance team performance
- Monitored call quality and customer satisfaction metrics to improve service delivery
Education
Bachelor of Science - Broadcasting And Journalism
..
Northwest MissouriSkills
- Problem Solving & Critical Thinking
- Strategic Planning & Execution
- Call Center & Customer Service Management
- Team Leadership & Development
- Process Improvement & Operational Efficiency
- Project & Vendor Management
- Cross-functional Collaboration
- Communication & Training
- Customer Experience Enhancement
- Adaptability & Change Management
- Data Analysis & Performance Metrics
- Six Sigma & Continuous Improvement
Certification
Six Sigma Green Belt Certified
References
References available upon request.
Timeline
Assistant Vice President
Synchrony Financial
04.2016 - Current
Client Support Manager
Automatic Data Processing (ADP)
10.2006 - 04.2016
Call Quality Manager/VOC Process Owner
GE Consumer Finance
11.2003 - 10.2006
Project Manager, Call Center Operations
GE Consumer Finance
11.2002 - 11.2003
Customer Service Manager
GE Consumer Finance
01.2001 - 01.2002
Bachelor of Science - Broadcasting And Journalism
..
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