Donald Roberts
@donaldroberts
I lead customer experience, contact center, and digital transformation operations at enterprise scale.
United StatesWhat I'm looking for
At ADP, I direct multi-channel technical support and pilot AI-enabled automation, sustaining 95% NPS while improving overall KPI performance by 5% through real-time Power BI and Tableau dashboards. Previously at Capital One, I co-led fraud and collections operations across three states, maintaining 99% regulatory compliance and 95% NPS.
Across Panasonic, QVC, AvalonBay Communities, STIHL USA, and Gateway Computers, I've led large-scale customer service, technical support, remote workforce, and contact center organizations of up to 600+ employees. I build accountable leaders, improve service delivery, and turn operational strategy into measurable results across digital channels, workforce management, vendor partnerships, and P&L performance.
Experience
Work history, roles, and key accomplishments
Direct multi-channel technical support operations, owning service quality, escalation resolution, and client experience for a team of 12 Tech Support Analysts. Pilot AI-enabled automation and workflow tools, and lead a bilingual support team serving Caribbean-market clients.
Education
Degrees, certifications, and relevant coursework
MIT Professional Education
Certificate, Leadership
Completed the Leadership for the AI Age program, focusing on driving digital transformation for competitive advantage.
University of South Florida, Muma College of Business
Certificate, Business
Earned certificates in Inclusive & Ethical Leadership and DEI in the Workplace.
Norfolk State University
Bachelor of Science, Business Administration
Completed coursework toward a Bachelor of Science in Business Administration & Management.
Western Governors University
Bachelor of Science, Business Administration
Completed coursework toward a Bachelor of Science in Business Administration & Management.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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