ROBERT OWEN

8216 Strathmill Drive | The Colony, Texas 75056

972-294-5289 | 214-493-2598
robertvo@aol.com | http://www.linkedin.com/in/rvowen

VICE PRESIDENT/DIRECTOR, CUSTOMER OPERATIONS OR SALES

Competitive, profit-driven executive with extensive and successful experience in sales and customer retention
management. Strong focus on customer service excellence, developing alternative sales channels and
launching new products and services. Participated on and led cross functional teams to improve operations,
customer experience, and employee training/development. Major strengths include:

• Inspirational Leader • Developing / Motivating Employees

• Increasing Revenue • Budgeting / Forecasting
• Improving Sales Yield • Reducing Customer Churn
• Improving Processes • Analyzing Data and Situations
• Solving Problems • Thoughtful Decision Making

ACCOMPLISHMENTS

• Led organization of 280+ employees and $26.4 million operating budget to consistently exceed sales and
retention goals by 20 to 70% for last 7 years.
• Launched sales of Time Warner Cable (TWC) products in Walmart resulting in the five top producing
Walmart stores in the country being from the North Texas market (May 2008).
• Launched sales of TWC products through previously untapped alternative channels that grew to 12% of
sales.
• Implemented specialized inbound customer retention program to reduce customer defection resulting in
gross save rates of up to 31% of calls handled, which became the model for the region.
• Reduced order entry error rate from 16% to 2% improving order completion rates and customer experience.
• Led cross functional teams to successfully launch and support DVRs, Video on Demand, Pivot wireless
service, and multiple broadband providers.
• Increased Average Revenue per Unit (ARPU) 10.8% from $67.03 to $74.27 and sales yield from 23% to
31.4%.
• Identified and eliminated fraudulent sales activity to improve sales integrity and implemented processes to
reduce exposure to fraudulent commissions.
• Led retail team that swept all four 2007 Retail Sales award categories. (Total Units, Units per Store, Year
over Year Improvement in Units, and Year over Year Improvement in Units per store).
• Requested to present sales strategies and tactics at TWC’s National Sales Management Conference and
the Ohio Region Sales & Marketing Conference.
• Provided expertise and guidance in the development of corporate sales training curricula including Winner’s
Cycle Sales Training, Coaching for Sales Success, Mission Competition and Selling, Serving & Saving.

PROFESSIONAL EXPERIENCE

TIME WARNER CABLE, Texas and North Carolina 1992 – 1999; 2001 – 2009

Vice President / Senior Director / Director of Sales Channel Development

• Led, created and improved performance in all internal and external sales and retention channels including
inbound sales, outbound sales, direct sales, retail sales, third party channels, and cable stores by listening
closely to staff and customers and implementing changes to improve operations and motivate staff.
• Planned efforts strategically and redirected sales team, combined telemarketing, direct marketing, and
direct sales, re-negotiated vendor contracts, and managed trainers to develop, deliver, and measure results
that refocused entire sales effort and exceeded company objectives.
 ROBERT OWEN
Page Two

TIME WARNER CABLE (Continued)

• Praised by executives as “a loyal and dedicated leader who turns around businesses, is flexible while
making tough decisions, uses good judgment, cares about his teams, is relentless in his pursuit of
excellence and possesses integrity that is above approach.”
• Planned, developed, implemented, and executed annual budgets while managing diverse staffs of 280+
employees and built profitable relations internally and externally that resulted in positive customer service
and follow-up, and an attitude that made a difference in a tough market.
• Led training efforts to upgrade staff on sales and reporting skills and rolled out metrics based score cards to
rank agents in inbound sales and retention to drive competition that increased work order accuracy and
performance by 30% in retention and 35% in sales by measuring and reporting the appropriate metrics for
both rate and volume.
• Led efforts to create new opportunities in external sales channels to include retail/e-tail partners and sales
of TWC’s products in mall kiosks.

COX COMMUNICATIONS, Virginia Beach, Virginia 1999 – 2001

General Sales Manager

• Managed direct sales and telemarketing departments of 410,000 subscriber system and worked cross-
functionally that helped in solving company problems and branded company as a very competitive entity.
• Charged with turnaround of loosely managed and high expense department. Implemented controls and
installed high performing leadership team.

Other experience includes managing phone and field collections, tap audit, MDU installations, sales training,
personal sales/collections, and customer service functions in varying capacities.

MILITARY SERVICE

Staff Sergeant, US Army Reserve JAG Corps, Honorably Discharged after 14 years of service

EDUCATION AND PROFESSIONAL DEVELOPMENT

BA, Management, Our Lady of the Lake University, San Antonio, Texas
Graduate Studies, Our Lady of the Lake University, San Antonio, Texas
Undergraduate Studies, University of Texas, Austin, Texas
Real Estate Certification, Austin Community College, Austin, Texas
Numerous professional development courses

COMMUNITY INVOLVEMENT

Real World Raleigh

Junior Achievement
Operation Blue Santa
Central Texas PC Users Group (held several offices including President)
Coppell Chamber of Commerce, Legislative Affairs Subcommittee