Robert Bob Byrne

1533 Renderer Drive

St. Louis, MO 63122
Proven Customer Retention/Customer Experience Executive who builds and develops
organizations that deliver service exceeding customer expectations while maintai
ning high levels of employee satisfaction. Extensive experience in the insuranc
e and service industries. Able to identify, recommend and implement focused imp
rovements encompassing strategic direction and operational efficiencies. Driven
to create enhanced customer experiences while maintaining organizational profit
ability.
Key Competencies
Call Center Management
Employee Development
Recruitment & Hiring
Process Development/Improvement
Coaching/Mentoring
Change Management
Customer Care
Strategic Planning
Turnarounds
Problem Solving
Operations Management
Consulting
Professional Experience and Selected Achievements
R Byrne Enterprises, St. Louis, MO
Present
Missouri Employers Mutual Insurance Company, Columbia, MO
2005 2008
www.mem-ins.com
Director of Customer Service
Led the company Client Relation Center for Workers Compensation insurance servic
ing 17,000 policyholders and 3,800 independent agencies. Responsible for budge
t of $1.7 million and a staff of 26.
Key member of IS Steering, Safety Planning, Operations, Records Retention, Touch
Point Analysis, Corporate Policies & Procedures, Integrated Management and Disa
ster Recovery teams.
Implemented new claim system on time and on budget saving $2 million annually. P
art of team writing RFP and a member of the Project Steering Committee.
Increased employee satisfaction by 20% in 9 months through implementing select p
rograms and process improvements focused on employees.
Exceeded internal customer expectation goals through relationship building and n
egotiated service standards.
Implemented formal training and call coaching program where none existed prior t
o my leadership. Substantial improvement of 15% on a 100 point scale in the fir
st 5 months of the program.
George S. May International, St. Louis, MO 2004 2005
www.georgesmay.com
Staff Executive
Performed management consulting service for small businesses in the U.S. and Can
ada. Worked directly with company owners, Presidents & CEOs. Offered 14 diffe
rent programs to improve operations and profitability.
Successfully obtained bank financing for client Line of Credit.
Increased cash flow by over $1.5 million within two weeks for law firm.
Increased operating efficiencies for client company by 15%.
Implemented complete budgeting & forecasting process for aviation client saving
10% of costs.
Made recommendations to a company President on feasibility and profitability pro
jection of acquiring another company.

Self Employed Contractor - Licensed in Life, Accident & Health - St. Louis, MO
2003-2004
Independent Contractor affiliated with Guardian Life Insurance Company and Park
Avenue Securities LLC. Provided a unique Personal/Business engineering process
directly to business owners, entrepreneurs and individuals.

Kelly Services, Inc., St. Louis, MO 2001 2003

www.kellyservices.com
District Manager, St. Louis
Responsible for profitable growth in the Commercial market businesses with reven
ue of $30 million
Implemented partnered staffing with a new client generating $2 million in revenu
e.
Improved St. Louis District ranking from 15th to 2nd in approximately 1 year.
Recommended and implemented a number of key tactical operating changes that incr
eased efficiencies by 10%.
Developed three Supervisors into selling/office Managers.
Directed 6 Branch Offices and & 7 Partnered Staffing Sites. Managed a total sta
ff of 43.
Cox Communications, Virginia Beach, VA 1999 2001
www.cox.com
Vice President, Customer Care
Managed all sales and service delivery from the Customer Care Center to over 250
,000 customers Sales revenue of $80 million and total staff of 225
Accountable for client relations functional areas of Customer Service, Sales, Bi
lling, Technical Support that handling 2.7 million calls annually.
Total staff of 225 servicing 250,000 customers with an annual operating budget o
f $6 million.
Generated sales of $80 million exceeding goal by 34%.
Reduced staff turnover by 57% in 9 months.
Key member of management team overseeing the building of a 500 seat call center.
Inherited a dysfunctional management team. Created a first class management tea
m by personally working with existing team for improvements and bringing in othe
r, select high caliber management candidates.
Amerigroup Corporation, Virginia Beach, VA 1997 1999
www.amerigroupcorp.com
Director of Member/Provider Services
Oversight responsibility of the corporate call center providing service to 20,0
00 physicians and over 200,000 members
Grew call center from 9 to 145 staff in 18 months while consistently exceeding s
tandards and expectations.
Exceeded company and state delivery of service standards for a five state area.
Cigna Corporation, Virginia Beach, VA & Richmond, IN 1981 1997
www.cigna.com
Director of Customer Service Operations 1993 1997
Director of Richmond Processing Office 1986 1993
Director of Operations 1985 1986
Product Manager 1981 1985
Education
B.S. Biology University of Missouri, Columbia