Experience

In Transition -- Actively Pursuing New Opportunities

• Advertising Services
• 1 - 100 Employee

• Customer Care Professional

  • Nov 2020 - Present

  Currently pursuing a leadership role - Director, Vice President - in the client experience function at a dynamic, growing, mid-sized organization. I'm excited to leverage my consumer insights to formulate strategies that will deliver excellence to clients, build loyalty, and result in profitability. As an advocate for the value of the Customer Success process, I treat it as a potential source of revenue and prioritize customer needs based on resource availability and importance. If you are aware of situations when I can bring my value-add expertise, please contact me at robinjeanmartin@gmail.com Show less



Sysco (Was Leapset, then Cake)

• Director of Implementation/ Customer Success

  • 2013 - 2020

  Implemented POS, online ordering, and waitlist management systems and provided technology solutions and payment processing to the restaurant and hospitality industries, serving over 7,500 customers and nearly $100 million in annual revenues. Oversaw all post-sale operations support. Led the direction and implementation strategy for client on-boarding, virtual training, and on-site training while satisfying relationships with strategic partners, product engineers, sales leaderships, customers, and key accounts. Managed a cross-functional team of managers and their teams for implementation departments, projects, and fulfillment operations. Defined and optimized the customer journey through onboarding including a success plan to measure against. Defined processes and KPIs and ensured process adherence. • Drove customer onboarding satisfaction level above 80% based on targeted surveys. • By decreasing lost sales and churn by an average of 13%, saved an average of $2 million annually over the past four years. • Tracking and placing the right tools and processes in place showed a 98% average of clients trained and utilizing full adoption of the system. A goal of 75% had been in place on KPI’s. • Reduced soft cost prescribed onboarding. Implemented revenue driven professional division services. Implementation Department was cash flow positive, responsible for services sold valued at $2.5 million for an average year. • Created a fulfillment team on site at the corporate office. Fulfillment was a variable cost based on the number of orders. The average month was $255,000. Results were an average savings of 68% a month in shipping out new sales Show less



Carte Blanche Consulting & Training, Inc.

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Management Consultant

  • 2011 - 2013

  Identified, procured, and supported client’s goals and objectives across the United States. Developed strategic plans to improve performance, organizational and operational success through the analysis of existing procedural problems. Supported client leadership teams through all phases of projects and changes. Shared expertise and executed strategic plans to support training, marketing and PR, sales success, creating policies and procedures; increased profitability, and provided specific support and assistance to franchised hotels and restaurants. Show less



Buca di Beppo

• United States
• Restaurants
• 700 & Above Employee

• Sales Manager

  • 2009 - 2011

  Introduced sales solutions, strategies, and best practices designed to enhance profits, client acquisition, and overall sales success. Researched competition and industry leading techniques to grow and improve business development, marketing, and public relations. Developed strategies and set goals to manage, develop, and procure clients. Provided budget and financial administration. Managed teams of direct reports; facilitated training for Sales Managers and General Managers on Delphi and all new systems. • Spearheaded the development of Delphi to work for Sales Managers throughout the company Show less