Adrian Robins

Commander
DISC Type : D

Head of On Demand Support - Payroll, Benefits and Consumer Money at Gusto

New York, New York, United States

Overview

Adrian is a customer-obsessed contact center executive with over 20 years of experience leading large-scale global teams in tech and consumer brands. He specializes in driving transformational improvements in customer sentiment and cost-to-serve using data-driven strategies, digital self-service, and AI. He is also educated in Six Sigma.

He is passionate about creating inclusive and empowering work environments. He believes in enabling his teams to be their most authentic selves, which translates into better performance and a superior customer experience. His leadership style is values-led, focusing on building strong and engaged teams.

He won an "Idea of the Year" award for creating "The Smile Fund, " a scheme empowering every employee with a budget to delight a customer with a gift.

Personality Overview

Strong-Willed

Decisive

Candid & Clear

They like to be in a position where they can control the conversation and terms.  They like to act fast and expect others to do the same. They respond well to strong and respectful communication.

Topics They Care About

Customer Experience
A self-described "customer-obsessed" executive focused on improving customer sentiment and happiness, with a Net Promoter Associate certification.
Inclusive Leadership
Believes in creating inclusive environments where his team feels "seen, heard, and empowered. " He was previously named "People Leader of the Year" based on team nominations.
AI in Operations
Leverages AI and data-driven strategies to transform contact center operations, improving key metrics like customer sentiment, speed, and cost-to-serve.

Media Appearances

Adrian has no verified media appearances

Work History

6-2023
Head of On Demand Support - Payroll, Benefits and Consumer Money at Gusto
2-2022 - 6-2023
Vice President Operations at Puls
12-2020 - 2-2022
Head Of Service and Support at TailorMed
12-2019 - 12-2020
Director of Customer Happiness at Bombas
8-2018 - 12-2019
Provider Services Strategy at Oscar Health

Education

Six Sigma from Florida International University
Net Promoter Associate from Satmetrix

More Information

Social Presence :

Prographics :

Exp : 15 Location : New York, New York, United States Job Level : Mid-senior Designation : Head of On Demand Support - Payroll, Benefits and Consumer Money at Gusto
URL has been copied!

Insights For Selling To Adrian

During A Call Or A Meeting

DO's

  • Speak about competitive differentiation that your product offers
  • Get to the point quickly instead of spending time doing small talk
  • Refer to testimonials from well-known industry leaders

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Do not back off when challenged, respond with a confident, objective answer instead
  • Don't try too hard to forge relationships with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Adrian is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Adrian

  • If they decide not to go ahead, they will say no without hesitation.

Insights For Deal Planning

    How fast (or slow) will Adrian move?

  • They can take decisions very fast if you manage to convince them.
  • Can Adrian take some risk or not?

  • The risks don’t matter much to them.

You And Adrian

Personality Compatibility


Other Gusto Employees

Explore more public profiles from related professionals at the same organization.

More Profiles

Discover additional public profiles from our index.

Search more profiles

Looking for someone else? Search here for anyone.

Or visit Humantic AI to know more.