ROBERT CLARKE
SALES PERFORMANCE MANAGER
linkedin.com
CONTACT--www.linkedin.com/in/clarkerobert
60 Border Avenue, Kingston 19, Jamaica
SKILLS
Troubleshooting
Problem-Solving & Technical Aptitude
Analytical Skills
Communication Skills & Training
Attention to Detail
Strategic Planning
PROFILE
As a tech enthusiast, I thrive on continuously acquiring new skills to
optimize processes and achieve organizational objectives effectively. My
expertise lies in sales analytics, problem-solving, analysis, and critical
thinking, allowing me to establish clear targets and drive strategic
initiatives. Passionate about leveraging data-driven insights and fostering
collaboration, I contribute valuable expertise to enhance decision-making
and drive organizational success.
WORK EXPERIENCE
Sales Performance Manager (Northern Caribbean)
Columbus Communication Jamaica LTD. (Flow)
Successfully automated travel requests forms across northern markets and Cayman.
Enhanced sales visualization and reporting in Cayman and other markets.
Enhanced customer service visualization and reporting in Cayman.
Performance Analysis
Dashboards and Data Generation Manager
Target Setting
Columbus Communication Jamaica LTD. (Flow)
Data Utilization
Reporting
Business Intelligence Analyst
Associate of Science Degree in Management
Information Systems (MIS)
Columbus Communication Jamaica LTD. (Flow)
SEP 2007 - JUN 2009
Management Information Systems (Major)
Structured Programming & Business
Systems – Analysis and Design (Minor)
Related Courses:
Database Management Systems
Systems Analysis and Design
Computer Architecture
Stats and Quantitative Techiques
Introduction to C Programming
Networking Fundamentals
C++
OCT 2022 - SEP 2023
Designed and developed interactive dashboards and detailed reports to drive sales,
enhance data visibility, and support strategic decision-making.
Ensuring data accuracy and integrity across all dashboards and reports.
EDUCATION
Excelsior Community College
Oct 2023 - Present
JUN 2021 - OCT 2022
Maintained sales data used for Executive Dashboards.
Managed and oversaw Executive KPI's Dashboards.
Managed the SLT dashboard, ensuring daily updates and accuracy.
Payroll Coordinator/Operations Liaison
CONDUENT: A Xerox Company
SEP 2018 - MAY 2020
Maintaining employee data and overseeing a BU's payroll process.
Prepare and analyze Quarterly Business Review.
Prepare and analyze weekly operational data used to track business growth and
performance.
eStore and French Manager
FEB 2016 - AUG 2018
CONDUENT: A Xerox Company
Managed Escalated Calls: Handled manager-requested escalations, providing
advanced troubleshooting and support.
Performance Reporting: Compiled and provided daily, weekly, and monthly
service level statistics to the Business Unit Manager.
ROBERT CLARKE
SALES PERFORMANCE MANAGER
CONTACT
WORK EXPERIENCE
-
Escalations Manager
-
ACS: A Xerox Company
www.linkedin.com/in/clarkerobert
60 Border Avenue, Kingston 19, Jamaica
LANGUAGES
English
REFERENCES
Managed Escalated Calls: Handled manager-requested escalated calls,
providing advanced troubleshooting and customer support.
Root Cause Analysis: Analyzed weekly escalation volumes to identify root
causes and implement solutions.
Operational Data Analysis: Prepared and analyzed weekly operational data to
track growth and performance.
Queue Management: Managed the Escalations queue, ensuring efficient case
prioritization and distribution.
Performance Reporting: Provided statistics on daily, weekly, and monthly
service levels to the Business Unit Manager.
Trend Monitoring: Analyzed daily Escalations Call Tracker reports to monitor
performance trends.
Payroll Accuracy: Logged daily Agent Discrepancies for accurate payroll
processing.
Escalation Representative
ACS: A Xerox Company
Simon Dennis--
Michael Riley-
JUL 2014 - JAN 2016
JUL 2013 - JUN 2014
Resolved Escalated Calls: Handled escalations from frontline agents, ensuring
customer issues are resolved promptly.
Customer Claims Liaison: Coordinated with the customer care department to
resolve outstanding customer claims quickly.
Air Way Bill Management: Created air way bills, shipping labels, and ensured all
pending cases are completed and resolved.
Customer Communication: Executed callbacks to keep customers updated on
service status and estimated time of arrival for devices.
Client-Customer Bridge: Acted as a liaison between clients and customers to
facilitate smooth communication and resolution of issues.
-
Technical Support Representative
ACS: A Xerox Company
FEB 2009 - JAN 2011
Over-the-Phone Technical Support: Provided technical assistance to Asus
customers via phone, troubleshooting issues and providing solutions.
Presale Information: Delivered product information and assisted customers
with repair inquiries and checks before purchase.
