This BrandYourself profile is automatically optimized to show up high in Google 
Robert L Flores's Experience:
-
Principal Consultant | Customer Experience | Operations | Service Delivery at Global InSight LLC
2012 - Present | Boulder, COAccelerated revenue growth of $30M in just six months in my role as an executive leader for a $2B/yr data center construction company. I provide guidance and direction to the organization's corporate enterprise architecture, infrastructure and development roadmaps My notable achievements in this role include: • $3.7M reduction in operational costs, streamlining workflows and reducing friction in "quote to cash" processes • Protected over $20B in capital assets by leading a comprehensive information security risk analysis that identified over 20 key areas of risk • 30% reduction in customer response time by retooling and leading the deployment of an ITIL-based IT service management strategy • $5M in development cost savings and a two-year reduction in development time by rationalizing outsourcing vs "insourcing" for critical business processes and application development. My expertise in global management, vulnerability management, incident response, business analysis, strategic planning, network design, and software development, combined with my strong soft skills, have enabled me to consistently make significant contributions to the organizations I have worked with. I am deeply committed to driving digital transformation and leveraging technology to drive growth and operational efficiency.
-
Sr. Director Global Operations | Service Delivery at DigitalGlobe
January 2008 - December 2012 | Longmont, CORecruited to spearhead the transformation of the "Global Customer Champion Team", tasked with delivering world-class customer experiences through IT and operational excellence. • Architected and implemented a comprehensive transformation strategy for the Global Customer Engagement and IT Operations teams, servicing a user base of over 2 million end-users, 57 channel partners, government, and commercial customers in 63 international countries spanning APAC, EMEA, Australia, and South America. • Achieved a 25% reduction in hosting and infrastructure support costs, while simultaneously elevating site reliability to "Four Nines". • Generated over $200M in additional revenue through the strategic deployment of customer-facing technology over a five-year period. • Spearheaded the development of a Customer Dashboarding strategy, resulting in significantly improved customer retention and a 50% reduction in support costs. • Established and led a corporate-wide center of excellence focused on elevating Net Promoter Scores by 72%. • Expertly leveraged technologies such as Python, MS AD, AWS, Cisco, Government Networks, High Capacity Computing, and High Availability Applications to deliver world-class customer experiences.
-
Director | Service Delivery | Customer Experience | Sales at GHX
January 2007 - January 2008Responsible for Customer Experience, Tiered Technical Support, Account Management, and Service Delivery and Activation of the Software as a Service Platform suite of Healthcare Supply Chain automation products and Services. Charged with delivery on revenue in excess of $65M/year and year over year organic growth of named accounts. • Successfully Developed Cross Functional Operational Improvement Program driving customer satisfaction up by 45% , productivity up by 148%, and OPEX costs down by 27% • Working with executive staff, developed, oversaw and implemented corporate customer engagement strategy and roadmap. • Aligned Sales and Marketing departments with corporate strategy to translate increased service levels into unique value propositions and market differentiators which increased sales by 15%. • Increased customer renewal rate by 50% YOY resulting in additional $50M incremental annual revenue • Represented the company at Healthcare Industry Forums, Conferences and Events and served as SPOC for customers • Partnered with key Global Customers and Stakeholders (EMEA) to streamline operations and automate/mechanize workflows • Managed Vendor relationships and negotiated contracts • Customers and Direct Reports in US, and EMEA http://www.robertLflores.com
-
COO | Founder at BTT Solutions
September 2001 - January 2007Founded and served as COO of the corporation. As managing partner of the company, responsible for leading corporation through Government certifications (SBA 8a &GSA Schedule acceptance), developing strategic business plan, negotiating contracts, managing client relationships and developing marketing plans. o Grew the company from two FTEs to over 30, with $4M in annual revenue and a diversified customer base in less than six years o Staffed projects, Sourced Consultants, and Maintained all Financial and Business Records for the business. o Led customer engagement teams of consultants and engineers for clients that included LEVEL 3, Avaya and AT&T, The United States Army Corps of Engineers, and others which focused on creating customer dashboards and reporting of critical, customer-impacting operational metrics and continuous process improvement indicators. o Authored proposals and negotiated contracts for several USG (Army Corps of Engineers, GSA, etc.) as well as Corporate Customers resulting in over $4M in annual revenue o Managed Vendor relationships and negotiated contracts http://www.robertLflores.com
-
Director Operations | Customer Experience | Service Delivery at TCI / AT&T
1997 - 1999As Director of Operations and Customer Experience: Responsible for Driving Customer Adoption, Customer Care, NOC and Field Services/Engineering teams charged with building and maintaining the network, service delivery, customer escalations and operationally scaling the business from 4 market city trials to over 2 million customers in less than three years. o Scaled operations from market trial to a four city deployment in less than three years driving over $20M in revenue o Represented organization in industry forums including USTA, OBF, ATIS, and CLEC working groups As Director in charge of Merger with AT&T: Responsible for leading Mergers & Acquisitions Team for AT&T in Acquisition of TCI. Responsible for success of merger between AT&T and TCI from and operational and technical (IT, Data, Infrastructure) perspective. Charged with change management and alignment of new organization with long-term strategic company goals and success criteria. o Increased customer satisfaction numbers by 400% and reduced combined overhead costs by 27%. Skills Used: complex program management and change agent skills, process analysis, journey mapping, root cause analysis, benchmarking and KPIs. http://www.robertLflores.com
-
Executive Staff Director | Operations at US West Communications
May 1990 - October 1997US WEST was geographically, the largest telecommunications company in North America with annual revenue in excess of $12B per year and over 50,000 employees. As Executive Staff Director: Responsible for Reengineering the Network Organization (5000+ Employees) to drive efficiencies, customer satisfaction and reduce OPEX. o Completed process reengineering and established KPIs and benchmarks for entire Network Organization in less than 18 months o Established Data Mining project that ultimately recovered over $50M in stranded capital o Drove efficiencies amounting to over $20M in cost savings o Increased Customer Satisfaction of Large Business and Government Customers by 40% As Engineer/Engineering Manager o Led teams of Engineers and NOC personnel with responsibility for all Western territories in US WEST o Drove requirements for engineering systems development and CRM solutions http://www.robertLflores.com