Rob Davis

Experience

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  US Navy

  Jan 1997 - Jan 2005

  Naval Nuclear Power Plant Engineer ♦ Nuclear Engineering

  Awarded numerous service commendations for honorable service on three extensive overseas deployments, including the Navy Achievement Medal for recognition of leadership effectiveness. ▬▬▬▬▬▬▬▬▬▬▬▬▬

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  Verizon

  Jan 2005 - now

  As the Senior Director of Strategic Sales and Operations, I drive sales and revenue across 1,500 Verizon branded locations generating $10B in annual revenue. NATIONAL DIRECTOR RETAIL PRODUCTION: Designed, developed and deployed innovative retail solutions across 14,000 points of retail distribution generating $70B in annual revenues. Developed a diversified global supply chain. Recognized in Forbes Magazine for retail Covid response. DIRECTOR – Marketing & Sales Operations ♦ Significant EBITDA Margin ImprovementsIntroducing new direct store experience by providing new product categories, streamlining operations, and driving store productivity in the Southern California region including L.A. and San Diego. Implemented directional sponsorship approach to drive infrastructure connections, network deployment, and new technologies and applications; and integrated Lean Six Sigma processes into operations organization and PMO infrastructure.► New Store experience and organizational restructuring reduced overhead costs, improved customer experience scores, and drove same-store productivity by 30%► Local Growth and Retention programs leveraging neighborhood market analytics improved market share by over 100 basis points► Net subscribers increased 5% and EBITDA margin widened by 59%ASSOCIATE DIRECTOR – Marketing ♦ Subscription Service IncreaseLed marketing initiatives across the largest of the company’s markets – the $2.5B New York Tri-state Area.► Drove 19% net increase in service subscribers ASSOCIATE DIRECTOR – Marketing & Operations ♦ Turnaround Strategy & Performance ResultsDrove local marketing, advertising and retail operations strategies that turned around the performance of Southern California market and generated $1.2B in revenue. ► SET THE STANDARD for the mobile marketing field▬▬▬▬▬▬▬▬▬▬▬▬▬ Show less GLOBAL DIRECTOR – Video Product Development ♦ Technology DeliveryI ensure that next generation video and broadband products are delivered to the marketplace with a superior customer experience, by driving development and launch of next generation technology solutions including operational and support integration, content integration, troubleshooting processes and systems, customer onboarding, and testing and trial facilitation.NATIONAL DIRECTOR – Call Center Operations ♦ Increased ROI ResultsExecutive Director of Operations at worldwide call centers in the delivery of sales and service performance. Provided broad operational support in strategic business development, workplace structure and utilization, audits and compliance, business continuity planning, and delivering executive presentations to BOD and other key stakeholders.► Drove Business Intelligence (BI) transformation initiatives to consolidate multiple reporting platforms and systems into a single integrated solution.► Organization increased ROI on prioritized projects by 25% and decreased cycle time by 30%► Designed Sales Compensation program that yielded 7X ROINATIONAL DIRECTOR – Product Development & Operations ♦ Joint Ventures Led operational support for MSO Operations, including PMO, Business Intelligence, and General Operations. Partnered with four major cable partners (Comcast, Cox, Time Warner, and Bright House Networks) to launch combined offers and services to 71 million households in multiple channels across 2,500 points of distribution.► Developed and launched a business intelligence infrastructure to integrate data from four cable partners and drive sales productivity. TECHNICAL PROJECT MANAGER – Information Technology ♦ Project Management► Directed successful launch of Mobile Internet in the West AreaFINANCIAL ANALYST ♦ Efficiency Improvement Strategy► Recognized by CEO for executing initiatives that improved efficiency metrics 30% in 12 months▬▬▬▬▬▬▬▬▬▬▬▬▬ Show less Promoted to senior leadership to provide superior customer experience that solidifies customer loyalty and delivers results backed by progressive experience.DIRECTOR – Customer Service Operations ♦ Western Region Call Center Operations LeaderLed go-to-market activities, staff training and employee engagement, executive escalations, internet customer service, and internal quality systems to enhance the overall customer experience. ► New quality, training, and employee development processes drove NPS scores up 15 pointsASSOCIATE DIRECTOR – Customer Experience & Loyalty ♦ Employee Engagement + RecognitionRevamped employee recognition strategies to reverse negatives trends and enhance work culture by steering cross-functional advisory leadership through the evaluation of processes, operations, and programs being utilized in retailers, call centers, and B2B channels across 5 western regions. ► Launched “Be the Reason” program, designed to increase customer fulfillment by training employees to better understand caller needs and qualify decision-making and relative resolution activity.► Improved customer loyalty and satisfaction across all customer contact points in 12 western US states. ASSOCIATE DIRECTOR – Customer Service ♦ Multi-state Staff Leader + KPI Exceedance ► Increased first-call resolution from worst to best overall performance in 6 months► Led COO initiatives for customer service improvements that saved over $60MSUPERVISOR – Customer Service ♦ Team Leader + KPI DeliveryCUSTOMER SERVICE REPRESENTATIVE ♦ Customer Inquiries & Dispute Resolution▬▬▬▬▬▬▬▬▬▬▬▬▬ Show less

  • Senior Marketing & Sales Leader / National Director - Operations ♦ Sales & Growth

    Oct 2013 - now

  • Senior Product Development Leader ♦ Infrastructure & Process Improvements = Maximum ROI Results

    Jan 2010 - Jan 2017

  • Senior Customer Experience Leader ♦ Director – Customer Service, Loyalty, and Satisfaction

    Jan 2005 - Jan 2010