Robin Boomer

Experience

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  Kaplan Financial Education

  Feb 2006 - Jul 2008

  Duties: Analysis, configuration and maintenance of customized, web-delivered education solutions for financial professionals. Interpreting and executing work orders, contracts and specification documents. Recommending effective configurations and processes for web-based training programs and tools. Collaborate across departments in the establishment, organization, and execution of short- and long-range goals, objectives, policies, and operating procedures.Achievements: Diagnosed existing tools and implemented an effective metrics system to record and measure departmental work allocation and completion. Led project to edit, update and author procedural documentation for the Education Configurations department and establish a library of interactive training sessions. Utilized multiple enterprise applications to asses and manage integrity for greater than 10,000 accounts. Show less Duties: Management support role in a call center environment providing tier 2 technical and customer service support to retail, business, and internal clients. Regulation and maintenance of customer contact email system. Troubleshooting advanced technical and customer service issues utilizing expertise in systems, policies and processes related to the business.Achievements: Launched the Escalations Department and authored department policies and procedures documentation. Developed training program for new Technical Support Representatives and aided transition to off-site support provider. Worked closely with high-volume accounts and high-level internal clients to ensure consistent delivery of technology-based products and services. Received Kaplan Bridge Builders 2006 Award for Outstanding Customer Service. Awarded 11 Merits for Excellence in Leadership, Customer Service and Job Performance. Show less

  • Configuration Analyst

    Sept 2007 - Jul 2008

  • Team Lead - Technical Support Escalations

    Feb 2006 - Sept 2007
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  KnowledgeAdvisors

  Oct 2008 - Jan 2011

  Duties: Architect and configure Human Capital measurement solutions through the use of Metrics that Matter (MTM), an on-demand evaluation software. Manage Human Capital measurement Projects to pilot, implement, and optimize ongoing utilization of MTM. Consult with clients to provide recommendations for successful collection and analysis of metrics for direct and channel-via-dealer training programs. Identify, scope, and close sales opportunities for upgrades and add-ons to existing clients. Identify and drive opportunities for process, product, and services improvements in quality and efficiency.Achievements: Appointed functional business owner for technology development of 2 new modules over multiple development cycles. Development outcomes allowed clients to (1) automate learning support messaging, manage post-program performance, and change management, and (2) to provide an administrative framework to self-sufficiently administer non-standard measurement programs with a highly flexible tool set. Show less Duties: Support clients in the pilot, implementation, and ongoing utilization of Human Capital measurement initiatives through the use of Metrics that Matter (MTM), an on-demand evaluation software. Consult with clients to provide recommendations for successful collection and analysis of metrics for direct and channel-via-dealer training programs. Identify and drive opportunities for process, product, and services improvements in quality and efficiency. Manage implementation and integration projects for clients without a dedicated Account Team. Achievements: Automated custom report delivery process for a multi-vendor client resulting in a 10 hour per month time savings. Improved workflow for enrollment of channel partners by leveraging existing technologies and reducing administration time to implement by 50%. Contributed as functional business owner for MTM technology enhancements focused on improving partner management, compliance and survey distribution. Met or exceeded all quarterly customer satisfaction and productivity goals to date. Show less

  • Enterprise Solutions Manager

    Mar 2010 - Jan 2011

  • Project Specialist

    Oct 2008 - Mar 2010
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  CEB

  Jan 2011 - Mar 2018

  Client Success Director, APAC

  As Client Success Director, Robin designs and implements solutions leveraging world-class human capital analytics technologies in the Asia-Pacific Region (specifically, Metrics That Matter for learning measurement and TalentNeuron, a big data platform delivering on-demand labor market insights). He works closely with clients, partners, and communities of practice to spread awareness of measurement trends and best practices. He provides training, coaching, and consulting in topics related to talent management ,measurement, workforce analytics, and learning. Show less

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  Gartner

  Apr 2015 - now

  Senior Director, Research & Advisory | HR Strategy and Design + Functional Cost Optimization

  As an Executive Advisor for Gartner’s HR Practice I provide strategic advice, research-backed guidance, and ongoing decision support to Chief HR Officers, Heads of HR sub-functions, and Functional Leaders across the C-Suite to help them deliver on critical business objectives through the execution of successful workforce and employee experience strategies.The top issues I help Clients address are:Creating and executing People and Workforce Strategies that align to business goals and drive desired outcomes Establishing or refining the HR/P&C operating model to drives strategic impact and operational excellenceDelivering a modern, consumer-grade HR Service Experience to drive stakeholder value and improved employee experienceManaging HR budget to deliver efficiency and fund the initiatives that create the greatest business valueBuilding HR team knowledge, skills and capabilities needed to perform with effectiveness, efficiency, and impact Show less