ROBIN F WELDON COPEBedford, TX 76021 808.457.2779https://www.linkedin.com/in/robinwc robin@weldoncope.com

SUMMARY

Inventive leader with over 15 years’ experience delivering strategic control over day-to-day operations for technology driven companies, achieving aggressive targets and driving organizational transformation by aligning staff, operations, customer experience and technology to mission and financial goals.

WORK HISTORY

United Self Help, Honolulu HI Chief Operating Officer 2015-2016Nonprofit organization promotes mental health through education and mutual support. Act as organizational advisor to the Executive Director.

Developed Master Fundraising Plan Successfully completed Obamacare marketplace assister Sub-Grant Oversee day-to-day operations

Hawaii Health Connector, Honolulu HI Chief Operating Officer 2013-2015Exceeded all goals. Managed seven direct reports, Technology contracts, marketing, regulatory compliance, customer relations, contact center, CRM, training, marketing, operations and 30 assister organizations. IV&V, product development, and PMO responsibilities.

Increased customer accounts 400% from 6,000 to 29,000 Reduced customer service costs 50% to $30,000 monthly Improved web app customer rating from 70 to 90+ for interactivity, user interface, and usability Reduced product defects from 500 to 45 Implemented Siebel CRM integration, reducing call abandon rate from 60% to 5% Completed milestone IRS and Federal reviews

Hawaiian Telcom, Honolulu HI Contact Center Management 2006-2013The recognized Hawaii technology leader, supervised union workers for inbound sales, billing, and service inquiries using CRM. Consistently exceeded sales goals.

Developed and managed contact center database Managed company’s outbound telemarketing program with 33% close rate No formal union complaints despite having union leaders on the team

Telco Financial Services, Irving TX Vice President (COO) 2003-2006Created operations after product acquisition for this company offering prepaid wireless and financial services to subprime consumers. Established operational policies and procedures, warehouse, CRM and call center. Directed human resources, customer service, IT, warehousing, accounting, operations, and administration.

Improved CSAT, ESAT scores, productivity and gross margin Implemented multi-call center CRM Call center abandon rate 2%, quality score over 85, and 17% CSAT improvement

Membrus.com, Irving TX Vice President (COO) 2002-2003A spinoff of MMG, restructured operations for this Internet marketing enterprise offering website development, sales, marketing, and reporting services to organizations. Directed admin, HR, marketing, IT, customer service, order processing, client relations, call center, warehouse, and accounts payable/receivable.

Met all development milestones for dynamic conditional web product Produced online fundraising tool for nonprofits

MMG Direct, Las Colinas TX Vice President 1998-2003A technology based marketing company, managed customer/client services, IT, telemarketing, order processing, warehousing, marketing, and admin. Management of 10 inbound nationwide and international call centers with 3,000 representatives. Sold 20,000 credit cards monthly, and supported $20 million in nonprofit tele- and web marketing for sister company FTI.

Improved client revenue return performance 20% Reduced costs 25% Halved acquisition cost and quadrupled credit card sales capacity Developed innovative credit scoring and offer system

Prior ExperienceSterling Software, San Bernardino CA Operations ManagerSoftware Labs, San Bernardino CA Admin Manager

EDUCATION

University of Phoenix, Phoenix, AZBusiness Management

VOLUNTEER

Honolulu Zoo, Special EventsUnited Self Help, Organizational Advisor

PROFESSIONAL AFFILIATIONS

Assoc of Business Process Mgmt Professionals National Association of Female ExecutivesAmerican Management Association National Academy for State Health PolicyAssociation of Operations Management