Robert Abel

Customer experience and operations leader with over a decade of success supporting sales teams, resolving complex customer issues, and improving processes that drive revenue and retention. Recognized relationship-building, consultative communication, and cross-functional collaboration. Seeking a Construction Project Coordinator role where I can showcase my operational know how and ability to independently manage projects.

Customer Success Specialist - Sunrun Inc. - Denver, CO

(2021-10 - 2026-02)

• Independently managed between 200 and 300 assigned projects for the nation's largest residential solar energy company.
• Partnered with sales teams and clients to ensure seamless transitions from sale to installation and activation.
• Provided customers with contract, design, and scheduling updates to support sales cycle progression and satisfaction.
• Collaborated with sales, site survey, design, installation, and permitting teams to resolve issues and accelerate project delivery.
• Implemented a "Customer Huddle" process that improves design accuracy and reduces installation delays.
• Built and maintain a network of internal partners to resolve escalations quickly and support sales objectives.

Back Office Supervisor - Deckers Brands - Denver, CO

(2018-02 - 2021-03)

• Led a team of 12 system experts, resolving escalated customer issues and supporting sales operations.
• Partnered with eCommerce, Learning & Development, and Customer Service teams to enhance the buyer experience and reduce friction in purchase and return ecosystem.
• Led Customer Care Improvement (CCI) Team to help release enhancements that reduced year-over-year contacts by 33% (145,000 contacts).
• Built and optimized the Zendesk CRM/ticketing ecosystem, improving response speed and customer touchpoints.
• Reduced operational expenses by $100,000 YOY through process improvements that supported scalability and sales growth.
• Managed ramp-up for an offsite BPO partner, training agents and resolving issues to ensure strong sales support.

Back Office Lead • Contact Center Coach • Support Specialist • Customer Service Representative - Deckers Brands - Flagstaff, AZ and Denver, CO

(2014 - 2018)

• Supported customers with product inquiries, returns, warranties, and purchase guidance across multiple brands through phone, chat, and email.
• Helped the call center achieve daily, weekly, and monthly sales goals through product recommendations and exceptional service.
• Processed high volumes of service requests, ensuring customers received timely and accurate resolution of any post-sales issues.
• Built strong customer relationships that increased brand loyalty and repeat purchasing.
• Trained and developed team members into system experts, improving service quality and customer satisfaction.

General Studies - Paradise Valley Community College