About RCC
Whether your goal is seamless customer experiences or navigating the nuances of being a first-time people leader, I'm here to help!
Leadership Development
Getting promoted is great! But, you don't always get the support you need when you need it. Get help on how to be a more effective leader with proven playbooks and one-one support
Customer Operations for Business
There comes a point where managing customer support on your own isn't enough.Focus on company growth and hand over customer operations to an expert!
Unlock your full potential and let's propel your business and yourself forward together!
Services
Build A CUSTOMER-FIRST ORGANIZATION
Elevate your customer support with my expert services, tailored to meet the diverse needs of your business.From fractional leadership to streamlined policies and support playbooks, I offer a comprehensive suite of solutions designed to enhance efficiency, drive satisfaction, and optimize your support operations.Let's unlock the full potential of your customer support together.
Go from Manager to Leader
Being a first-time manager is a big responsibility, and it's hard.It's even harder when you don't have the proper guidance or support system to help you succeed.Let's work together to take you from being a manager, to being a true leader.
Testimonials and Case Studies
At PowerSchool (Schoology), I was able to set up 24/7/365 Support, implement Zendesk Livechat and set up a JIRA escalation playbook with product engineering to more quickly and effectively handle technical customer issues.With this infrastructure in place, PowerSchool was able to support over 10 million users with a lean team.
At DataCamp, I moved the organization away from founder-led support to establishing a process and infrastructure that would offload support from the founders.I set up a Zendesk help center in a matter of weeks, built out documentation and playbooks for the team and set up AI and automation to help the business scale from $5MM ARR to $100MM ARR.
At Offered, I was able to scale their entire support function using automation and minimal contractors in order to reduce overhead costs.Additionally, I set up a Zapier<>Intercom<>Stripe integration to automatically and quickly address chargeback disputes more quickly and efficiently - reducing chargeback disputes by over 90% week over week.
About Me
Hi, I'm Robert Cabral!With over a decade of diverse experience spanning Customer Success, Support, Sales, Finance, and everything in between, I've had the privilege of leading teams and guiding individuals toward their goals.Whether it's streamlining operations in startup environments or helping individuals find their passion in their careers, I'm here to offer my support and expertise to help you succeed.I hold a BA in Marketing and an MBA from the University of Illinois, with a focus in digital marketing and entrepreneurship. I'm committed to combining practical experience with academic knowledge to support you on your journey.Ready to explore how we can work together? Let's chat and see how I can help you reach your goals! Feel free to reach out anytime.
Privacy Policy
At Excelsior Consulting, we are committed to protecting your privacy. This Privacy Policy outlines how we collect, use, and safeguard your personal information when you interact with our website or fill out a form.Information We CollectWhen you fill out a form on our website, we may collect the following types of personal information:- Name
- Email address
- Phone number
- Company name (if applicable)
- Any additional information you choose to provide in the message field
- How We Use Your InformationWe use the information you provide to respond to your inquiries, provide the services you request, and communicate with you about our products and services. We may also use your information to improve our website and services, conduct market research, and personalize your experience.Data SecurityWe take the security of your personal information seriously and have implemented appropriate measures to protect it from unauthorized access, disclosure, alteration, or destruction.Payment InformationWhen you make a purchase on our website, your payment details (such as credit card information) are collected and processed securely by our payment service provider, Stripe. We do not collect or store any payment information on our servers. Stripe handles all payment transactions in accordance with their own privacy policy and security measures. Please review Stripe's privacy policy for more information on how they handle your payment information.Third-Party DisclosureWe do not sell, trade, or otherwise transfer your personal information to third parties. However, we may share your information with trusted service providers who assist us in operating our website, conducting our business, or servicing you, as long as those parties agree to keep this information confidential.Your ConsentBy using our website and providing us with your personal information, you consent to the collection, use, and disclosure of that information as described in this Privacy Policy.Changes to This PolicyWe may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will post any updates on this page, so please check back periodically for the latest information.Contact UsIf you have any questions or concerns about this Privacy Policy or our data practices, please contact us at [insert contact information].This Privacy Policy was last updated on February 12, 2024.
Excelsior Blog
Customer Support Solutions
Tactical Customer Support
Elevate your customer support with my strategic solutions for your business.- Tech stack research & selection
- Support Macros and canned responses
- CSAT Audit
- Analytics and CSAT setupDepending on the project a minimum 1 month retainer may be required
Strategic Support
Improve customer satisfaction and efficiency with strategic support solutions.- Boost support satisfaction
- Automate processes for cost reduction and productivity enhancement
- Analyze data for innovation and improvementGuidance provided in the form of one-on-one meetings and charged on a per meeting basis
Fractional Leadership
Benefit from my extensive experience in managing remote and global teams, with a proven track record of success in organizations ranging from under $1 million to over $100 million in revenue.This is especially beneficial for businesses that are not ready to hire someone full-time.Schedule a free consultation below so we can come up with a plan together.
Case Studies
At PowerSchool (Schoology), I was able to set up 24/7/365 Support, implement Zendesk Livechat and set up a JIRA escalation playbook with product engineering to more quickly and effectively handle technical customer issues.With this infrastructure in place, PowerSchool was able to support over 10 million users with a lean team.
At DataCamp, I moved the organization away from founder-led support to establishing a process and infrastructure that would offload support from the founders.I set up a Zendesk help center in a matter of weeks, built out documentation and playbooks for the team and set up AI and automation to help the business scale from $5MM ARR to $100MM ARR.
At Offered, I was able to scale their entire support function using automation and minimal contractors in order to reduce overhead costs.Additionally, I set up a Zapier<>Intercom<>Stripe integration to automatically and quickly address chargeback disputes more quickly and efficiently - reducing chargeback disputes by over 90% week over week.
Free Consultation
Struggling to establish or optimize your customer support operations? Unsure how to scale your support infrastructure effectively?Let's connect for a free consultation. Share the challenges you're facing, and together, we'll develop a tailored strategy to elevate your customer support experience while keeping costs in check.Don't let customer support be a bottleneck in your business growth. Schedule your free consultation today and let's empower your support team for success.
Schedule an initial coaching call
Leadership Development Program
What's Included?
The goal of this program is to give you an individualized support system for 6 weeks that will give you the skills and confidence to effectively manage a team, bring about real change, and truly go from manager to leader.We'll work through your specific challenges and goals.In addition to that, you'll have lifetime access to resources made specifically for people leaders.6 weeks after the program, we'll have a final check-in to monitor progress and reassess goals.- 6 weeks of live 1x1 Support & Email Support
- Lifetime access to the First Time Manager's Playbook - over 100 pages of content
- Week 12 check-in call
Ready to Take the Next Step?
Read more about the program, testimonials, and check out the two options:1. Playbook only, or2. Playbook plus 6 weeks of 1x1 support
Alternate Payment Options
Ready to take the next step, but aren't able to make the financial commitment? No worries, check out pay over time options below.
Free Consultation
Ready to take your career to the next stage, but need a few questions answered first?Let's schedule a free consultation. Share your goals and challenges, and together, so we can determine whether or not we're a good fit for each other.Don't navigate the complexities of leadership alone.
Schedule an initial coaching call