Robert Jason Lowry
Senior Operations/Project Leader | Process Improvement, Business Analyst, Customer Experience, Salesforce Administration, Leadership Coach
“You are not here to merely make a living. You are here to enable the world to live more apply with greater vision, with a spirit of home and achievement. You are here to enrich the world, and you impoverish yourself if you forget the errand.” – Woodrow Wilson
About Me
I am an experienced operations and project leader. My goal is to be very intentional in helping people realize their best version of themselves or their teams through 5 things: Encouragement, Accountability, Transparency, Execution, and being Nimble. I build high-trust cultures that result in high performance through operation management or managing any type of project.
How I am different:
- I am a situational leader that can adapt Agile and Grow coaching strategies based on the immediate need to effectively drive performance.
- I have a MBA in Project Management, and I have a data analytics background with the ability to build data models to help identify performance gaps through Salesforce, SQL, and Power BI. This also means that I a flexible enough to learn your tools.
- I believe relationships and trust are critically important to drive performance, and I take that seriously.
- Based on my skill set, I can adapt to almost any type of work environment and be effective in leading a team or your projects.
Certifications
Certified Salesforce Administrator
Disciplined Agile Scrum Master
CAPM – Currently Completing
Education
BS (Management) – Dallas Baptist University
MBA (Project Management) – Dallas Baptist University
Skills
Leadership
Cross-functional Communication
Strategic Planning
Data Modeling & Analysis
Project Management Methodologies
Facilitator
Business Acumen
Agile/Grow Coaching
Risk Management
Data Visualization – Power BI
Share Point Administrator
Decision-Making
Work Experience
Operations/Project Manager – Frontier Communications – April 2020 to July 2024
Key Role : Responsible for the performance of a large sales support account team that supported high revenue enterprise customers. These support team members were responsible for the relationship between the account executive, customer, billing, back office and solution engineers to ensure customer satisfaction. Tasked with various projects from Omni channel Salesforce adaption to data model development in Power BI to improve work efficiencies and measure performance.
- Revolutionized the order processing effiency through process improvement, reducing turnaround time from 6 days to less than 24 hours within one month.
- Implemented web-based and e-mail-to-case system, resulting in 20% reduction in repeaded contacts and significant coast savings from reduced staff needs, and improving the customer experience
- Established mutliple KPI metrics such as FIrst Contact Resolution and Order Creation rate targets by building out data models and visualizations utilizing SQL, Salesforce, and Power BI
Senior Operations Manager – Televista – August 2017 to April 2020
Key Role : Responsible for the daily operations of a large technical support and sales and service team with two managers, ten supervisors and three hundred plus call center agents. Played a critical role in strategic planning of various processes, headcount, and performance expectations within the department while maintaining a positive relationship with the key stakeholders within a BPO organization.
- Transformed an underperforming contact center team into a top-performing vendor center through Agile/Grow coaching strategies, leadership development and process improvement – Achieved best-in-class metrics and doubling revenue per call objectives within two months of being hired.
- Reduced employee attrition to 5% through implementation of the Explor mentorship program and Pay-For-Performance incentives which provided growth opportunities, maximized staff utilization, and improved performance.
- Received mutliple monthly quality awards competitive with the clients internal call center results through consistent coaching and training of staff.
Operations Manager – Conduent/Xerox – September 2015 to July 2017
Key Role : Oversaw the operations of a large banking customer service and technical support team within a BPO organization ensuring operations were efficient, effective, and aligned with the company’s strategic goals. Maintain a positive relationship with key stake holders by building trust and exceeding client expectations.
- Improved quality results by 33% within 6 months through establishing performance management expectations and leadership development procedures housed within SharePoint. As a result, asked to travel to other centers to train and implement best practices.
- Established mentoring and retention program to reduce employee turnover which led to a 30% reduction in employee attrition after the 1st year of employment.
Program Manager/Trainer – Amtrust Financial – October 2012 to September 2015
Key Role: Pivotal figure in the professional development of the organization’s workforce through designing and implementing training programs that align with the company’s objectives. Responsible for risk assesment related to call center performance and partnering with the sales team to onboard new clients from intial contract signing through implementation.
- Revamped the center’s unreadable and dated knowledge base system into a user-friendly format using Sharepoint and Adobe Captivate leading to a 20% decrease in Average Handle Time and a 30% decrease in internal help desk calls.
- Successfully onboarded 15 – 20 new clients with specific call handling instruction requirements for each new brand which included risk assessment, procedure development and documentation, training, and implementation.