Robert Carrithers

I have spent my career at the intersection of people and technology, building teams that trust each other, designing processes that remove friction, and deploying platforms that serve both the agent and the customer. AI implementer. Culture builder. The metrics follow. They always do. CORE COMPETENCIES — People • Process • Platforms People: Empowerment-Based Leadership | Recognition & Accountability | Trust & Transparency | Behavioral Coaching | Individual Development Plans | Holistic Career Development | Team Engagement Process: Friction Point Reduction | Customer Self-Service Strategy | VOC Executive Storytelling | SLA & Performance Optimization | Escalation Management | Workforce Management | Continuous Improvement Platforms: Platform Consolidation Strategy | AI Implementation & Innovation | CRM Development & Integration | Digital Transformation | Omnichannel Technology Integration | Executive Technology Buy-In TECHNICAL PROFICIENCIES Operations: Workforce Management (WFM), Omnichannel Operations, SLA/AHT/FCR Optimization, Quality Assurance, Workforce Planning, Voice of Customer (VOC), Escalation Management, Agent Enablement Technology: Manhattan Active OMS, RingCentral (Telephony/IVR), Kolbie CRM, Aptos CRM, Freshdesk, Freshworks CRM, Databricks, Parcel Lab, Accertify (Amex), NICE inContact, SAP, Zendesk, UKG Workforce, ADP, Microsoft Office 365 AI & Analytics: In-house AI/ML Development, Databricks AI Platform, AI-Driven Workflow Optimization, NPS/CSAT Analytics, Fraud Analytics & Review, Process Automation