Resume for Robin Weldon Cope

1. ROBIN F WELDON COPE
Bedford, TX 76021 808.457.2779
https://www.linkedin.com/in/robinwc robin@weldoncope.com
SUMMARY
Inventive leader with over 15 years’ experience delivering strategic control over day-to-day
operations for technology driven companies, achieving aggressive targets and driving
organizational transformation by aligning staff, operations, customer experience and technology
to mission and financial goals.
WORK HISTORY
United Self Help, Honolulu HI Chief Operating Officer 2015-2016
Nonprofit organization promotes mental health through education and mutual support. Act as
organizational advisor to the Executive Director.
 Developed Master Fundraising Plan
 Successfully completed Obamacare marketplace assister Sub-Grant
 Oversee day-to-day operations
Hawaii Health Connector, Honolulu HI Chief Operating Officer 2013-2015
Exceeded all goals. Managed seven direct reports, Technology contracts, marketing, regulatory
compliance, customer relations, contact center, CRM, training, marketing, operations and 30 assister
organizations. IV&V, product development, and PMO responsibilities.
 Increased customer accounts 400% from 6,000 to 29,000
 Reduced customer service costs 50% to $30,000 monthly
 Improved web app customer rating from 70 to 90+ for interactivity, user interface, and usability
 Reduced product defects from 500 to 45
 Implemented Siebel CRM integration, reducing call abandon rate from 60% to 5%
 Completed milestone IRS and Federal reviews
Hawaiian Telcom, Honolulu HI Contact Center Management 2006-2013
The recognized Hawaii technology leader, supervised union workers for inbound sales, billing, and
service inquiries using CRM. Consistently exceeded sales goals.
 Developed and managed contact center database
 Managed company’s outbound telemarketing program with 33% close rate
 No formal union complaints despite having union leaders on the team
Telco Financial Services, Irving TX Vice President (COO) 2003-2006
Created operations after product acquisition for this company offering prepaid wireless and financial
services to subprime consumers. Established operational policies and procedures, warehouse, CRM
and call center. Directed human resources, customer service, IT, warehousing, accounting,
operations, and administration.
 Improved CSAT, ESAT scores, productivity and gross margin
 Implemented multi-call center CRM
 Call center abandon rate 2%, quality score over 85, and 17% CSAT improvement

2. Membrus.com, Irving TX Vice President (COO) 2002-2003
A spinoff of MMG, restructured operations for this Internet marketing enterprise offering website
development, sales, marketing, and reporting services to organizations. Directed admin, HR,
marketing, IT, customer service, order processing, client relations, call center, warehouse, and
accounts payable/receivable.
 Met all development milestones for dynamic conditional web product
 Produced online fundraising tool for nonprofits
MMG Direct, Las Colinas TX Vice President 1998-2003
A technology based marketing company, managed customer/client services, IT, telemarketing, order
processing, warehousing, marketing, and admin. Management of 10 inbound nationwide and
international call centers with 3,000 representatives. Sold 20,000 credit cards monthly, and supported
$20 million in nonprofit tele- and web marketing for sister company FTI.
 Improved client revenue return performance 20%
 Reduced costs 25%
 Halved acquisition cost and quadrupled credit card sales capacity
 Developed innovative credit scoring and offer system
Prior Experience
Sterling Software, San Bernardino CA Operations Manager
Software Labs, San Bernardino CA Admin Manager
EDUCATION
University of Phoenix, Phoenix, AZ
Business Management
VOLUNTEER
Honolulu Zoo, Special Events
United Self Help, Organizational Advisor
PROFESSIONAL AFFILIATIONS
Assoc of Business Process Mgmt Professionals National Association of Female Executives
American Management Association National Academy for State Health Policy
Association of Operations Management