Robbin Frazier

Experience

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  Onvoy, LLC; Popp Telecom; Qwest; US WEST.

  Jan 1989 - Jan 2004

  Director & Senior Manager Positions

  Numerous product, marketing, sales, and operations positions including, but not limited to the following: Director of Long Distance Product Management, Director of Business Local Services Product Management, Director of Market Management and Analysis, Sales National and Local Accounts

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  Qwest

  Jan 1994 - Jan 1996

  Director - Market Intelligence

  Responsible for strategic decision inputs involving service specifications, market positioning, market entry, new product launch and shareholder value. Implemented new division-wide strategic planning process and developed customer loyalty/retention system. Directed market intelligence defining unmet market needs, market size, competitors, new technology and industry trends. Defined and prioritized research projects. Managed $2 million market research and industry analyst budget.

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  Qwest

  Jan 1999 - Jan 2002

  Directed the operations delivery of integrated DSL, Internet and Web based business solutions for start-up business unit. Established project management office, including development of cross-functional operations implementation teams. Prioritized work activities with product, marketing and channel teams to define and execute the customer experience. Managed extensive vendor evaluation and selection for technical premises installation, fulfillment and Tier 1 repair. Outlined and executed project management structure. Operationally ready for accelerated market trial in four months; full product line and market launch of twelve cities achieved within eight months of project start. Show less

  • Senior Director of Network Operations - National DSL Services

    Jan 2001 - Jan 2002

  • Director of Customer Care - National DSL Services

    Jan 1999 - Jan 2001
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  Onvoy, Inc.

  Mar 2004 - Jul 2006

  Executive Dir. of Market and Product Development

  • Responsible for strategic planning, market plan creation/execution, product innovation and development, revenue growth and margin management for team of one director, 10 product and market development managers. • Profit/loss responsibility for $70M+ in professional services, customer premise equipment, long distance, web hosting, data communications and voice services over the Internet (VoIP). • Prioritized and coordinated business initiatives with innovations, technical, systems and operations teams for successful launch of new products, achievement of corporate objectives.Accomplishment Highlights:• Grew business-to-business revenue by 38% and increased revenue for flagship product by 147%. • Increased professional services revenue from less than $200,000 to over $2M in two years. • Launched over twenty-five new products and feature enhancements for a suite of Internet based solutions for small and medium size business enterprises, wholesalers and rural telephone companies. • Created, executed, and tracked results of strategic and tactical initiatives for three distinct market segments.• Developed product plans with multi-year forecasts, and key business performance metrics for seven P&L areas. Show less

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  R.H. Frazier & Associates

  Jan 2007 - May 2013

  Business and Nonprofit - Consultant and Marketing

  • Provided strategic planning, product management, market plan development and executional services for businesses and non-profits in health care, K-12, life planning and care, desktop and network IT solutions. • Highlight clients and organizations include: Service Corporation International (SCI), Velocity Tech Solutions, Inc., American Cancer Society, Jewish Family Services of St.Paul, and PHCA. • Assisted product management teams with development of processes to support new product development and launch.• Simultaneously launched private equity-funded joint venture in health care servicesAccomplishment Highlights:• Wrote funding grants for non-profits, which helped them successfully launch operations.• Aided business clients in developing accelerated product plans for goal achievement. • Developed relationship with Somali-focused health care agency and helped develop budget categories and two-year estimates.• Refined client’s dignity memorial planning guide to support end-users in a trusted advisory role.• Provided a high level of service to fulfill the company’s promise, keep commitments, meet contractual obligations, and exceed end-user expectations.• Developed and executed a marketing campaign using Jigsaw leads and Salesforce prospects to target technology value added resellers and consultants. Delivered customer care and technical support model for a base of over 500 client accounts. • Selected to provide fundraising coaching, support and recognition for five strategic partners and funders. Recruited over 15 team leaders with over 250 walkers to participate in fundraising campaigns. Show less

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  Home Helpers

  Jun 2007 - Jun 2009

  Co-Owner, VP of Marketing and Community Relations

  • Secured funding, developed and launched professional Home Care Agency for northern Twin Cities senior market.• Developed outreach model for prospective clients and families’ needs in care plans and caregiver matches.• Recruitment, screening, training of caregivers and Home Health Aides under RN supervision.Accomplishment Highlights:• Compliance with state home healthcare regulations through the development of tools, processes, and resource plans to ensure exceptional care and independent living.• Developed referral relationships and systems for immediate response to individuals and families requesting counseling, options and resources for seniors.• Launched Aging Resource Group for Twin Cities Chamber of Commerce. Nominated for small business of the year. Show less

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  Zayo Enterprise Networks

  May 2013 - Jul 2015

  Customer Care & Service Delivery Management

  • Accountable for service delivery and customer care for Internet, voice, and data services and products, with success measured by service quality, customer satisfaction and team productivity. • Ensure customer care call center runs effectively and efficiently through high compliance and use of customer relationship management system, metric reports, coaching and process documentation and training. • Serve as primary liaison between customers and engineering, provisioning, equipment and field operations teams, for successful implementation of projects for medium sized enterprises and Fortune 500 clients.• Maintained high degree of customer service, client case volume management and productivity through three system upgrades. Provided IT feedback to improve the customer experience and employee productivity. • Supervise, motivate and provide professional development opportunities for team by building a tiered career path, new job titles and descriptions, implementing performance feedback and reward systems. Accomplishment Highlights:• In past 12 months, successfully managed 36% increase in customer case volume while reducing case resolution time by 6% during a period of 50% staff turnover and increased provisioning responsibilities.• In first quarter of 2015, improved customer experience while reducing case resolution time by 22%.• Built and coached high performance team to exceed all past key performance indicators. In past 12 months, increased average monthly customer cases completed per employee by average of 30%. Show less

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  Alzheimer's Association Minnesota-North Dakota

  Feb 2016 - Oct 2020

  * Promote and support ongoing education and advocacy, both internal and external, on health equity and disparity issues, challenges and opportunities resulting in increased race, ethnic and cultural competence and responsiveness. * Facilitate the identification, prioritization, and development of diversity and inclusion initiatives across the organization - inclusive of staff, volunteers, and Board members - to expand outreach strategies and program/service initiatives increasing the number of people from diverse and underserved communities with dementia and their care partners who access Association's programs and services. * Reduce health disparities by prioritizing provider outreach with health care systems serving diverse communities at greater risk for developing Alzheimer's and the "safety net providers" - Federally Qualified Health Centers (FQHC's) and HRSA Centers who provide care to medically-underserved areas or medically-underserved populations. * Expand provider outreach and education regarding the importance of early cognitive screening in primary care, diagnosis, disclosure, and intervention among medical professionals, clinic teams, care coordinators, social workers, senior services, and community health workers/visiting nurses.* Advance health equity by identifying and responding to the needs of diverse and under-served communities in awareness of dementia, education on early identification, preparation for doctor's visit, and Association's programs and services available.* Enhance relationships and build partnerships with ACT on Alzheimer's stakeholders, community organizations, social service agencies, and professional/civic associations to increase referrals to Association's programs and services. Show less * Focus on education, advocacy, and referrals, promoting the organization’s programs and services, and providing community education and outreach to communities of color to address health disparities.* Coordinate early identification and intervention among medical professionals, care coordinators, and clinic teams, along with the establishment of clinic champions.* Encourage education and outreach for varied audiences, promote the use of the Alzheimer’s Association referral and direct connect programs to connect newly diagnosed patients with care consultation. * Increase partners with community and social service agencies to increase referrals to the association’s programs and services. Empower organizations to become dementia-sensitive and capable. Show less

  • Director of Diversity and Inclusion

    Jul 2016 - Oct 2020

  • Health Equity Specialist

    Feb 2016 - Jun 2016
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  University of Minnesota School of Public Health

  Oct 2020 - now

  Associate Director, Equity and Community Engagement

  Robbin leads the planning and execution of community-oriented activities, partnerships and engagement at the organizations and agencies at CHAI. Her position proactively cultivates, grows, and manages CHAI’s network of partner community agencies and organizations, and placing a special emphasis on increasing collaboration with black, indigenous, and communities of color as well as sexual and gender minorities (SGM). This includes promoting the availability of aging-related resources, conferences, best practices and programs to appropriate partner agencies and organizations. A key critical aspect of the outward facing CHAI is the assemble and moderates the CHAI Equity and Community Engagement Advisory Board (CEAB), designing engagement opportunities for members in CHAI activities, developing incentives to be part of CHAI and identifying ways in which CHAI can add value to its members. In collaboration with the Associate Director of Research, sets the vision, goals and plan for community-based research. Informs and engages community partner organizations on policy issues related to aging in Minnesota. Collaborates with policy makers on aging-related policy proposals and studies, especially those addressing inequity and health disparities for older adults of color, black, indigenous and SGM. Show less