Robert Hoyt
Summary
Operations professional with significant experience driving customer satisfaction and efficiency improvements. Expert in data analytics and fostering team collaboration, I've led initiatives that significantly improved client satisfaction and operational workflows. Skilled in process optimization, team leadership, and strategic planning. Strong focus on collaboration and adaptability, ensuring seamless operations and high-quality service delivery. Known for problem-solving abilities and effective communication.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
GroveMed
12.2018 - Current
- Oversee vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Customer Care Manager
Grove Medical, Inc.
05.2012 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Distribution Manager
Grove Medical, Inc.
01.2001 - 05.2012
- Coordinated closely with customer service representatives to address any shipping or delivery issues promptly, improving overall customer satisfaction rates.
- Cultivated member loyalty by delivering flawless service to foster client retention.
- Assisted in budget preparation, ensuring effective allocation of resources for optimal distribution performance.
- Improved delivery times with strategic route planning and reallocation of resources.
- Controlled inventory transactions to reconcile ordering processes with demand forecasts.
- Collaborated with other managers to develop comprehensive logistics strategies that aligned with broader organizational goals.
- Led a team of distribution staff, fostering a positive work environment and promoting professional growth.
Education
Associate of Applied Science -
Greenville Technical College
Greenville, SCHigh School Diploma -
Wren High School
Anderson01-1999
Skills
- HIDA Accredited in Medical Sales since 2012
- Proficient in Outlook, Excel, MITS, MAS 90, Epicor P21
- Staff development
- Customer empathy
- Customer acquisition
- Data analytics
- Program improvement
- Teamwork and collaboration
- Team leadership
- Cross-functional collaboration
- Engagement strategy development
Certification
- Accredited in Medical Sales [HIDA]
- CPR/AED Certification
- First Aid Certification
- OSHA Certified
- Forklift Certification
Timeline
Operations Manager, Customer Experience
GroveMed
12.2018 - Current
Customer Care Manager
Grove Medical, Inc.
05.2012 - Current
Distribution Manager
Grove Medical, Inc.
01.2001 - 05.2012
Associate of Applied Science -
Greenville Technical College
High School Diploma -
Wren High School
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