Rob Colley

Experience

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  American Express Global Business Travel

  Feb 2000 - May 2002

  Travel Counselor
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  Flight Centre Travel Group

  Dec 2002 - Dec 2004

  International Flight Consultant
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  CAA Club Group

  Dec 2004 - Mar 2020

  In this capacity, I coordinated with customer experience support agents to resolve common and complex support requests and determine the requirement of additional action. I deployed and administered all available communication vehicles for elevating business productivity. I participated in smooth execution of business operations, including onboarding, branch activities, and technical issues. I summarized a daily communication platform to communicate business updates to the front-line management. I drafted and arranged a monthly newsletter with updates from department leaders, while executing business projects to enhance efficiencies throughout the company. I offered subject matter expertise and recommendations on system testing and process changes.Related Skills: Coordination and Communication, Business Operations Management, Newsletter Drafting and Editing, Process Improvement Initiatives Following are the highlights of the value I brought to the Canadian Automobile Association (CAA):☛ Established and sustained lucrative relationships with staff members, and senior management through open and interactive communication. ☛ Coordinated with senior management in launching new systems such as SAP, travel insurance platform, and intranet.☛ Accomplished support ticket quotas through assigning, actioning, closing ticket within predefined deadlines. ☛ Boosted business efficiency and performance through identifying business gaps, creating standard operating procedures, implementing process to frontline. ☛ Developed and sustained visually appealing daily newsletter consisting of internal communications from different LOB and forwarded to frontline in one communication for synchronizing multiple messages received via email to frontline. Show less In this role, I managed all member and customer inquiries efficiently regarding products, such as membership, travel, travel insurance, and merchandise. I demonstrated commitment by maintaining a high level of product, systems and process knowledge to address members’ and customers’ queries. I administered diversified merchandise activities, such as, inventory, stocking, ordering, and receiving.Related Skills: Customer Services, Issues Identification and Resolution, Product Knowledge, Merchandising Operations Show less

  • Agent Support and Communications Specialist

    May 2014 - Mar 2020

  • Member Service Consultant

    Dec 2004 - May 2014
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  Right At Home Realty, Brokerage

  May 2021 - Dec 2024

  • Agent Care Expert Manager

    Dec 2022 - Dec 2024

  • Technical Project Manager

    Nov 2021 - Dec 2024

  • Agent Care Expert (ACE)

    May 2021 - Nov 2021
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  MyAbode

  Sept 2024 - now

  In today's competitive real estate industry, strong vendor partnerships are essential for seamless operations and exceptional client experiences. As an Ecosystem Growth Manager, I focus on building and optimizing these relationships to drive efficiency, innovation, and value. By streamlining processes and fostering strategic collaborations, I enhance our ability to deliver top-tier services while providing real estate agents with exclusive benefits that support their success. My role is dedicated to creating a thriving ecosystem that empowers agents, strengthens vendor alliances, and ultimately elevates the real estate experience for all stakeholders. Show less As the ACE Manager, I lead a team of customer service professionals dedicated to providing agents and staff exceptional platform support, training, and premium Concierge Services. My role is centred on enhancing the user experience, optimizing processes, and driving innovation within our digital platforms. By acting as the voice of our customers, I bridge the gap between technology and service, ensuring seamless interactions and continuous improvement. Through strategic leadership, feedback analysis, and process optimization, I empower my team to deliver top-tier support while evolving our services to meet the industry's ever-changing needs. Key Focus Areas: ✔ Team Leadership & Development – Recruit, mentor, and lead a customer-focused team that provides platform support and Concierge services. ✔ Customer-Centric Solutions – Take ownership of user issues, resolve them efficiently, and enhance satisfaction. ✔ Digital Adoption & Training – Manage the Digital Adoption Platform (DAP), ensuring smooth onboarding and platform usability. ✔ Performance & Process Optimization – Track key metrics, refine workflows, and implement best practices for issue resolution. ✔ Collaborative Innovation – Work closely with Process Management, Marketing, and internal teams to drive platform enhancements and adoption. ✔ Technology & Tools Management – Utilize DAP, Monday.com, Zendesk, Loom, and other key tools to support operational excellence. Through proactive leadership, continuous training, and a commitment to service excellence, I ensure that our team meets and exceeds expectations, empowering agents and staff to succeed in an evolving real estate landscape. Show less

  • Ecosystem Growth Manager

    Mar 2025 - now

  • Manager, ACE (Agent Care Expert)

    Sept 2024 - Mar 2025