| Roberta is a resourceful executive with experience building, re-engineering and managing all aspects of operations specializing in contact centre start-up and management. Expertise in Client Relationship Management, customer service, technical support, telemarketing, collections and inside sales for start-ups, high growth and mature enterprises, including communications, IT, on-line gaming, computer sales, e-commerce and outsourcing. A natural leader who effectively communicates vision and strategy to internal and external stakeholders, maintaining focus on critical performance metrics while enabling and motivating others to excel.
SELECTED ACHIEVEMENTS
Oversaw and managed the entire start-up of a new business and site for a large third party outsourcer which included; site selection, architectural design, management of build-out, hiring management team and successfully launching the new operation within a six week period.
Consistently attained margin targets and grew the new business from 50 staff to 900 staff within a 12 month period while developing processes and systems that were instrumental in achieving corporate goals.
Took over an existing business operation that was operating at a loss of $2.2 M and within 6 months turned it around and broke even for the first time in the company’s two year history. Also managed a new office start-up in Ottawa for the same company and within an 8 week period had a fully functional office with over 200 staff hired, trained and productive.
Developed and implemented strategic plans for all aspects of a business operation such as front and back office activities, HR, Administration, Customer Relations, and Inside Sales departments, establishing the necessary policies and procedures to ensure a solid foundation needed to grow a business.
Systematically deconstructed entire budgets and introduced precise tools to effectively manage P & L and operational processes. Managed up to $51.5 million in revenue and 27% EBITDA for multiple operations.
Orchestrated all aspects of up to nine simultaneous operation campaigns in multiple sites including B2B/B2C, financial credit card, telecom and insurance, technical support, loyalty, sales and retention programs, constantly adapting to ever changing priorities and challenges.
Centralized the Inside Sales function, building and managing the day-to-day operation of a highly efficient national team to effectively support and service customers from point of order to delivery and installation of product. Consistently met delivery dates and increased add-on peripheral sales.
Guided the senior management team through the annual budget process challenging them to proactively anticipate changing business requirements in order to minimize risk and align revenue targets with executive directives.
PRIOR EXPERIENCE
Red Sky Coaching + Consulting – Partner
Renna & Associates – Owner
Arvato Services Canada – Vice President Operations
CBCL Outsourcing – Vice President Operations
Voxdata Call Centres Ltd. – Director of Operations
vLinx.com Ltd.– Director, eCRM, Customer Support and Inside Sales
Compugen Systems Ltd. – Director, Customer Service, Inside Sales & Small/Medium Enterprise
QUALIFICATIONS
University of Toronto – Mini Executive MBA course
Seneca College – Ontario Management Development Certificate Program – Courses included: Managing by Objective, Budget Management, Time Management, Manager as Coach
Ryerson Polytechnic University – Courses included: Accounting, Communications
Member of Cambodia Relief Missions Team |
