Description
Ray T. Roberts
621 N Fairview Ave Liberty, MO 64068 816-308-2949 raytroberts1@gmail.com
LinkedIn: www.linkedin.com/in/raytroberts http://www.careerhosting.com/RayRoberts/index.html
Client Management Leader
• Relationship Management
• Customer Support
•Staff and Resource Management
• Training Design and Development
• Client Consultation
• Problem Solving
• System and Process Implementation and adoption
• Continuous Learning
• Business Analysis and Process Improvement
Successful and driven Client Success and Operations leader with a proven track record of leading operations teams responsible for overall customer success. Adept at client on-baording, ongoing support and relationship management. Experience in engagements driving client adoption of solutions through consultation, business process analysis and change, resulting in improved time-to-value and revenue retention.
Professional Experience
Customer Support Manger – July 2019 – Present, LendingStandard
Responsible for the development and management of customer support for SaaS platform, including troubleshooting and issue resolution, as well as new client training and system configuration. Designed troubleshooting guidelines which have increased first contact resolution and decreased the need for outside resources, thus improving overall team and company productivity.
Director Client Success Management – July 2017 – June2019, PopBookings
Responsible for development and management of client experience journey and overall customer success. Manage on-boarding of new clients, system adoption and training, ongoing support, operational reviews, client retention and management of client relationships resulting in an over 50% reduction in churn. Implemented customer success metrics and NPS tracking and management. Manage Help Desk team, implementing processes, training and support to decreased first response time by over 30% and an increase in customer satisfaction.
Program Manager – July 2015 – March 2017, Interactive Services
On site management and oversight for an allocation of over $3million of annual spend for multiple eLearning and employee development training programs for the company’s largest client. Coordination of various training initiatives involving workflow and business process analysis, client consultation and support and staff and resources allocation resulting in an additional $5million of projects over 2 years.
President and VicePresident - Sept 2012- Present, Non-Profit Board of Directors
Serving as member of board, review organization’s financials, provide organizational oversight and support for leadership team. Design, develop and facilitate adult educational courses.
Client Relations Manager – May 2009 – Oct 2013, DST Systems Inc.
Responsible for management of a team of client service consultants/project managers that support the daily business and technical needs of a client with over 1,200,000 accounts. The group is also responsible for enhancements requested by the client to improve the system functionality and support of the client business.
Lead Sales Support Consultant – August 2005- May 2009, DST Systems Inc.
Deployed a consultative sales approach, responsible for delivering product demonstrations for prospective clients, preparing responses to request for proposals, and leading conversion and training initiatives for new clients.
Human Resource Administrator – January 2001 – August 2005, DST Systems Inc.
Responsible for management of team that provides training for internal client service representatives and external clients for proprietary software systems and business processes. Consult with clients on business uses of software applications and oversee the custom design, facilitation and support of necessary training solutions.
Technical Trainer - December 1999 – December 2000, DST Systems Inc.
Responsible for internal client service representative and external client technical systems training. Manage design, facilitation, evaluation and ongoing consultation of proprietary software applications.
Corporate Trainer - May 1996 – October 1998, DST Systems Inc.
Involved in all aspects of training and employee development, including instruction design, facilitation and evaluation of training programs. Responsible for courses in mutual fund industry training and training of software applications used in the servicing of shareholder accounts. Focus on new prod- ucts and clients..
Training Manager - O ctober 1998 – December 1999, DST Systems Inc.
Established training function at start up company, including new hire orientation, customer service training, provisioning software training and sales training. Grew team to 6 associates managing all corporate training for over 1,000 employees in 4 states.
Education
MBA Baker University, Overland Park, KS 2000
MA Communication Studies, Northern Illinois University, DeKalb, IL 1992
BA Communication and Political Science, William Jewell College, Liberty, MO 1990