Rob Allessi

Galvanizer
DISC Type : Id

Customer Service Team Lead at Mercury

Camano, Washington, United States

Overview

Rob Allessi is a Customer Support Manager at Mercury with over 17 years of experience in customer service, primarily within the SaaS industry. He focuses on increasing customer retention and happiness through servant leadership. Colleagues describe him as a natural, empathetic, and direct leader who excels at developing teams.


His implementation of AI into ticket systems at Discord led to substantial company savings.

Personality Overview

Pragmatic

Socially Adept

Trusting

They respond better to a combination of speed and relationship.  They are charming and have the ability to align others behind their decisions. They are more likely to be open to unproven but exciting technologies.

Topics They Care About

AI in CX
Co-managed the implementation of AI into ticket systems at a previous role, significantly reducing reliance on third-party platforms and yielding substantial savings.
Team Leadership
Focuses on building others up for success and has experience creating learning and development curricula to foster team growth and skill leveling.
Customer Experience Strategy
Adept at identifying and implementing processes and solutions, such as NPS systems and knowledge bases, to increase customer satisfaction and happiness.

Media Appearances

Rob has no verified media appearances

Work History

12-2024
Customer Service Team Lead at Mercury
11-2021 - 2-2024
Manager, Customer Experience at Discord
7-2019 - 11-2021
Director of CX at Treehouse
2-2015 - 8-2019
Sr Manager of CX at Treehouse
7-2012 - 1-2015
Customer Experience Manager at Treehouse

Education

Rob has no verified education history

More Information

Social Presence :

Prographics :

Exp : 18 Location : Camano, Washington, United States Job Level : Mid-senior Designation : Customer Service Team Lead at Mercury
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Insights For Selling To Rob

During A Call Or A Meeting

DO's

  • You might need to keep the conversation on track, they tend to slide off-topic
  • Use words like ‘partner’, ‘together’, ‘impact’ etc.
  • Focus on building a relationship, it can play a key role in their decision making

DONT's

  • Don’t make promises that are hard to keep
  • Do not come across as negative or non-supportive, work with them as a partner
  • Don’t hesitate from asking questions, but take a friendly and warm approach

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rob is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Rob

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Rob move?

  • If you earn their trust and they develop faith in the product, they can make decisions quickly.
  • Can Rob take some risk or not?

  • They can take risks if necessary.

You And Rob

Personality Compatibility


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