Rob Morrison

Experience

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  Dental Center

  Jan 1997 - Jan 1999

  Dental Assistant

  Worked as dental/front office assistant in a growing dental practice. Responsible for setting up appointments, coordinating patient information, organizing and maintaining electronic dental records, and assisting dentist with all dental procedures.

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  Veterans/Children's Hospital

  Jan 1999 - Jan 2000

  Dental Resident

  Dental ResidentProvided full comprehensive dental treatment to patients in clinic and surgery.

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  AT&T

  Oct 2000 - now

  CUSTOMER SERVICE VENDOR MANAGEMENT – SR SPECIALIST (10/2011 – PRESENT)Oversee external Vendor Management relationship and drive the delivery of contracted performance management results. Manage ongoing audits to ensure targeted performance metrics are accomplished, assessing operational effectiveness and providing ongoing feedback. Create and analyze metric reporting to identify potential performance concerns or opportunity. Implement performance improvement initiatives. Assess and develop tactical approach based on performance needs or opportunity. Evaluate vendor resource planning and forecasting to align with contractual expectation performance initiatives. CUSTOMER SERVICE MANAGER/SUPERVISOR (10/2002 – 10/2011)Provide support for customer systems and products/services. Work closely with managers and staff to assess and meet customer service goals along with consumer/business sales.CUSTOMER CARE SPECIALIST (10/2001 – 10/2002)Assisted customers with concerns related to billing, equipment, etc. while focusing on one call resolution.CUSTOMER LOYALTY SPECIALIST (10/2000 – 10/2001)Responsible for retaining customer business and handling escalated issues by utilizing innovative approaches. Provided one call resolution to decrease call transfers and call backs by offering cost effective rate plans to maintain customer loyalty. Show less

  • Sr. Project Program Manager

    Mar 2020 - now

  • Customer Service Manager

    Oct 2000 - Mar 2020