Robert Rac

Comprehensive development in retail management, focusing on operational efficiency, supply chain optimization, and customer experience standards. Daily operations management and team coordination to ensure service continuity and high customer satisfaction.

Served as primary trusted advisor for enterprise clients.
▪ Designed and executed renewal strategies, identifying upsell and cross-sell opportunities
▪ Monitored account health metrics proactively, mitigating churn risk and ensuring high customer satisfaction scores.
▪ Partnered across Sales, Product and Support functions to deliver tailored client experiences at
scale.

Led a technical customer service frontline representatives and supervisors, with responsibility for team performance and service quality.
Coached and developed over 140 employees, strengthening technical capability, communication standards and overall service consistency.
Implemented process improvements that strengthened SLA compliance and workflow efficiency for complex incident resolution.

Managed 10–12 staff across three branches, achieving a 97% satisfactory rating across the South District.
▪ Collaborated with multiple Council departments to deliver integrated services to urban communities.
▪ Led goal-setting and performance review cycles, ensuring consistent individual and team development.

Resolved escalated queries and managed day-to-day branch operations, including Housing Benefit and Council Tax processing. Consulted the public on Council neighbourhood development proposals and made referrals to specialist departments.

Managed night staff scheduling, recruitment, and operations for a 215-bedroom property. Oversaw financial and occupancy reporting, cash management, and hotel security.

Pursued a Bachelor of Arts in Political History, Sociology, and Social Psychology, developing a strong foundation in social sciences and historical analysis.