Jun 2024 – Nov 2024 · 5 mos · Tempe, Arizona

• Reset from the metrics and having my department outsourced.

Jun 2023 – Jul 2024 · 1 yr 1 mo

• My team was part of several tests on department scope, call routing and addressing situational issues with new product implementation.
• WordPress Advanced Support
• We initiated a trial to expand our scope for customers using the Managed WordPress Hosting product. Our goal was to increase use and retention through the WPAS project.
• Reseller Specialist
• We took calls for the GoDaddy Reseller products. This requires a very comprehensive understanding of the GoDaddy ecosystem; current and legacy products; the reseller UI and it's utility; as well as the ability to suggest and explain the functional use of every product so they can start their own storefront with confidence.
• Legacy Media Temple Assistance
• Due to my cross-trained knowledge I assisted with the transition of Media Temple customers after they were imported into the GoDaddy ecosystem.
• I was also part of a small group that assisted with OCEO outreach for complicated situations. Basically I was an un-titled Supervisor and de-escalation specialist.

Jan 2023 – Jan 2023 · 0 mo

• Quoted from my Supervisor:
• Endured a significant amount of change this year! Worked diligently to make transition into the WPAS / WSSUP team. Completed all required learnings around WordPress in a timely manner. Learned to effectively use JSD to complete customer tasks.
• 81 NPS Average
• Excellent team player.
• Used group communication to request help when necessary and provide help to teammates when able. Extremely knowledgeable and always one of the first to step and provide help when asked by teammates or supervisor. frequent contributor in team chats, huddles, meetings as well as outside engagements such as roundtables and product feedback sessions with PMs.
• Worked independently of direct supervision with little to no hard metric goals to drive success.
• Extremely customer focused. While he can be blunt and direct he maintains a professional demeanor which generally creates a positive environment for the customer.
• Positive force for the team when facing change and/or technical roadblocks. Contributed to implementation of JSD for WPAS team and provided good suggestions and feedback on it's use.
• Robert is clearly a leader on the team and his efforts to keep things positive will be impactful for the group in 2024.

Jun 2022 – Jun 2023 · 1 yr

• I was part of a team of six (6) to assist with the final steps of the Media Temple closure.
• GoDaddy needed to complete the transition of the Media Temple proprietary products into the GoDaddy ecosystem. Once customer data had been migrated, the Media Temple accounts were moved to GoDaddy.
• This was a period of constant change and almost daily shifts in focus and priority. There was an emphasis on: addressing customer anxiety, product conversion and reinforcing branding confidence.

Jan 2022 – Jan 2022 · 0 mo

• Quoted from my Supervisor:
• 2022 EOY Review (Media Temple special teams)
• Robert is one of the Safari guides on my team, and an absolute pleasure to work with. He is a wealth of GoDaddy knowledge and a great asset in many situations, including team meetings where Guides may have questions about their future employment at GoDaddy.
• Own Outcomes: Robert is not afraid to take responsibility for his work, no matter what the situation. He's not afraid to try something new, and is comfortable reaching out should something go wrong, not that it happens often.
• Build Value: He will do everything he can for our customers to ensure they get the best possible support they can. I think Robert has adapted my own personal motto well, no customer leaves empty handed.
• Join Forces: Robert has ultimately joined forces by joining the Safari and helping us sunset the Media Temple brand. He is here for us in our time of need, and it shows his courage and willingness to learn and help others in the process.
• Work Courageously: This is another one practiced every day. By learning an entirely new CRM like HostOps, and other day-to-day tasks like using SSH and other technical processes, Robert shows he's not afraid to tackle new and exciting things.
• A lot of things went well in 2022, all things considered. Robert has been a huge help and a great way to learn more about GoDaddy products and services. He continues to teach and learn from Media Temple as well.

Dec 2021 – Jun 2022 · 6 mos

• I was still doing everything prior: Partners & Reseller, but I also added Tier 2 Hosting (during high call volume) to the list.

Jan 2021 – Jan 2021 · 0 mo

• Quoted from my Supervisor:
• Robert is a solid performer; consistent in achieving goals and pushing to obtain standards he sets for himself each month. He adjusts to customers based off of their approach, and is not afraid to have tough conversations with his customers to help them be more successful. Thank you Robert!
• Robert shows strength in his customer advocation and doing what is right for his customers. He is not afraid to speak up on his customers' behalves. He often receives great NPS scores from his customers for both him and the companies behalf. He is also a wonderful team player and joins forces often by helping out our THS teams when coverage is needed. He is often one of the first to raise his hands to help. He even came to the office for a test team to help test the Network.

Dec 2020 – Dec 2021 · 1 yr

• The company shifted departments and reorganized. The support and sales departments were shifted with unique metrics and goals. I met my goals with sales but opted to help with the support division.
• "Partners" was intended to assist with web developers, resellers and our more technically inclined customers. I was consulting on sales; but doing so from a macro mindset of helping our up-and-running customers thrive.

Oct 2019 – Dec 2020 · 1 yr 2 mos

• I was initially hired for the "Hosting" Department which requires additional training and qualifications. This also included calls from reseller owners and customers. Just after I was hired COVID happed and everyone shifted to work-from-home.
• I assisted with my teams transition to WFH acting as an un-titled lead. This included everything... I was the second in command for everything but actions requiring permissions.
• When the dust settled and things got back to consistency I was often selected to assist with new guides that had completed training. I would help shadow or call review; as well as giving sales and product troubleshooting for these new additions to the team.

Jan 2018 – Oct 2019 · 1 yr 9 mos · Scottsdale, Arizona, United States

• High Value Activation:
• A large number of clients were not processing or had complications in implementation. I was able to schedule; arrange the call; facilitate the conversation; apply details and relevance to the conversation to compete the configuration; and "go live" on the processing.
• Hardware Activation and Configuration:
• Finalized hotels getting Chip Card compliant with their PMS system and payment gateway.
• Approach and enroll new clients for software integration and revenue share partnerships. API connections were a source of volume and we wanted to get in first with new hardware vendors and lateral industry options.
• General Customer Support, troubleshooting and customer retention

Oct 2017 – Jun 2018 · 8 mos · Phoenix, Arizona Area

• Small operation with a lot of soft roles. Very "get it done" mindset.
• ~ Media management (photography and Photoshop for almost all images used and distributed moving forward). Update product graphics and labels for regulation compliance. Collaborate with the social media specialist on new product photos and post strategy.
• ~ Print and design specialist (store signage, EDDM fliers, product and promotion design)
• ~ Social media (planning and development of social media growth for potential monetization)
• ~ Inventory and warehouse operations assistant (help execute and plan future processes for better efficiency and rapid growth of product distribution)
• ~ Multitask and work with different department teams.
• ~ Online product listings and updates. Update all products when time available to ensure consistency of SEO and availability of products to be offered through the website. I helped to update the WordPress Website content outside of design.

Jan 2017 – Sep 2017 · 8 mos · Scottsdale, Arizona

• I did a little bit of everything: graphic design, CRM management, contract proofing, customer service, client management, protocol and procedure development as well as planning for the Restaurant Leadership Convention.
• Primary Roles:
• Project Management: Work with internal/external sales to register, start and monitor the progress of WiFi systems and advertising campaigns. Place and track orders with Geo Fence and RTB mobile ad distribution partners.
• Geo Fencing Database - Built and managed. I did have a friend help with a few macros for splitting up records. Able to isolate clients, groups or venues to cross reference attendee data (devices, times and places) with audience data (devices & personality types). That way we can get an audience sampling as well as target list of devices based either by location or personality.
• Implement and Manage SalesForce - Migrate and import existing data. Add and configure custom fields for internal tracking and use. Create flow of sale, implementation and management of new clients.

Oct 2015 – Dec 2016 · 1 yr 2 mos · Tempe

• Zona Restoration is having me review and update: marketing strategies, web presence and all media/branding. The company is growing fast and a unified vision with branding is high priority.

Aug 2015 – Oct 2015 · 2 mos · Scottsdale, AZ

• Officially licensed health and life insurance agent. Specializing in retirement needs: medicare supplements, life insurance & annuities.

Oct 2013 – Aug 2015 · 1 yr 10 mos · Scottsdale, AZ

• ● Collect and process assessments and tax bills to ensure accounts are up to date.
• ● Maintain property profiles so appeals, accruals, tax due and paid reports are accurate.
• ● Project accruals and work with appeals specialists.
• ● Payments made in excess of six and seven figures on time and with client approval.
• ● Delegate tasks and workload to maximize productivity and project completion.
• ● Scrub and maintain property database.
• ● Assist in training and protocol documentation for new staff on-boarding.
• ● Collaborate with Consultants to improve processes and create new efficiencies.

Jun 2012 – Dec 2013 · 1 yr 6 mos · Phoenix, Arizona Area

• ● Create graphics for web & print with branding consistency.
• ● Monitor website SEO and manage content.

Mar 2011 – May 2012 · 1 yr 2 mos · Scottsdale, AZ

• ● Contact interested business owners to inquire about potential services.
• ● Help account holders purchase and/or upgrade Quickbooks software & hardware.
• ● Analyzed financial statements, compiled appropriate contract and promotional documents and presented accurate proposals to finalize deals quickly and efficiently.
• ● Managed extensive business portfolios, ensuring satisfaction with all products.
• ● Retained customer relationships to ensure prolonged account duration.

Dec 2009 – Nov 2010 · 11 mos · Desert Ridge

• ● Impress Associate: Multi-tasking of jobs, scheduling jobs, meeting deadlines.
• ● Desktop Publisher: Designing or creating layouts for clients. High creativity and flexibility for multiple types of designs. My design time was billed at $1/minute.
• ● Customer Service: Meeting/exceeding the customers expectations. Inform and educate customers on a variety of technology products.
• ● CtrlCenter: Sell, diagnose and advise computer repairs and upgrades. Configure remote connect for offsite staff to facilitate services.

Oct 2009 – Jul 2010 · 9 mos · Scottsdale, AZ

• ● Web and Graphic Designer: Create images/ banners for the website. Ensure consistency with layout and theme. Upload and post content online. Explore and develop new sites.
• ● Technical Assistance: Ensure all computers are functioning and operational. Troubleshoot, debug and update internet browsers, anti-virus, connectivity issues, and software. If there were any problems, I solved them!
• ● Customer Assistance: Change and adjust designs per customer request.

Mar 2009 – Feb 2012 · 2 yrs 11 mos · Phoenix, AZ

• ● Graphic Design & Print Coordinator: Create graphics for web and print. Scale and quality are key. Ensure that all printed graphics are packaged for ideal output.
• ● Web Master & Consultant: Manage and set up website. Monitor trends and guide website development.

Oct 2006 – Nov 2007 · 1 yr 1 mo · Mesa

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