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
Work History
Synchrony Financial
Assistant Vice President, Servicing Communication
01.2016 - 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
Automatic Data Processing (ADP)
Client Support Manager
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.
GE Consumer Finance
Call Quality Manager/VOC Process Owner
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.
GE Consumer Finance
Project Manager, Call Center Operations
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.
GE Consumer Finance
Customer Service Manager
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/Journalism
Northwest Missouri State University
Maryville, MOSkills
- 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
Certificate
Six Sigma Green Belt Certified
References
References available upon request.
Timeline
Synchrony Financial
Assistant Vice President, Servicing Communication
01.2016 - Current
Automatic Data Processing (ADP)
Client Support Manager
10.2006 - 04.2016
GE Consumer Finance
Call Quality Manager/VOC Process Owner
11.2003 - 10.2006
GE Consumer Finance
Project Manager, Call Center Operations
11.2002 - 11.2003
GE Consumer Finance
Customer Service Manager
01.2001 - 01.2002
Bachelor of Science - Broadcasting/Journalism
Northwest Missouri State University
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