Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Stephanie Manzo

Stow,MA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

17
17
years of professional experience

Work History

Practice Leader, Gig Economy

STERLING, INC.
01.2018 - Current
  • Provided the blueprint for establishing and evolving screening programs for Gig clients, including online marketplaces, ride sharing services, and grocery/food delivery apps, in line with their risk appetite and developing business needs
  • Provided strategic direction to team of Client Success Partners, who serve as trusted advisers to some of the industry leading Gig economy companies, including Instacart, Doordash, Grubhub, and Rover
  • Led a team of professionals in developing and executing successful business plans, resulting in increased revenue and market share.
  • Streamlined internal processes with the implementation of efficient project management techniques, reducing overall costs and increasing productivity.
  • Oversee day-to-day management and operations of the Gig Client Success Team.
  • Enhanced client satisfaction by implementing innovative strategies and tailored solutions for their unique needs.
  • Established long-term relationships with clients through exceptional service delivery and proactive engagement, ensuring repeat business and referrals.
  • Collaborated with cross-functional teams to drive continuous improvement initiatives, fostering a culture of excellence within the organization.
  • Developed clear communication channels among various department heads, facilitating seamless coordination and collaboration on key projects.
  • Evaluated emerging industry trends and technologies, incorporating relevant insights into strategic planning for sustained competitive advantage.
  • Conducted comprehensive market research to identify potential growth opportunities and inform data-driven decision-making processes.
  • Spearheaded successful change management initiatives by addressing organizational challenges head-on and implementing targeted interventions for optimal outcomes.

Strategic Client Success Partner, Gig

STERLING, INC.
01.2018 - 08.2022
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Reduced client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
  • Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
  • Enhanced customer satisfaction with timely resolution of issues during project implementations.
  • Ensured seamless system integration, conducting thorough testing and troubleshooting before final deployment.
  • Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
  • Established clear project milestones and deliverables, ensuring timely completion of tasks and transparent communication to stakeholders.
  • Conducted detailed requirements analysis for each project, creating customized solutions based on client needs.

Director, Trust & Safety

CARE.COM
01.2013 - 09.2017
  • Drove company's Trust & Safety positioning and vision
  • Lead internal Safety working group comprised of key internal stakeholders to ensure Trust & Safety was embedded into the DNA of our organization
  • Analyzing bad actor trends to spot emerging risks and worked cross functionally to developed scalable strategies to address them
  • Oversaw all day-to-day operations of global Safety Team (4 managers, 25 analysts).
  • Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
  • Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
  • Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.

Project Manager, Trust & Safety

STERLING, INC.
01.2012 - 01.2013
  • Revamped Care.com's Safety website design, communication, and member education
  • Led Safety product development and UX (including background check experience)
  • Established Safety Coalition & developed partnerships to share best practices with industry leaders
  • Supported international expansion by researching county specific safety/BGC regulations and laws
  • Managed relationships with vendors who supported US and International Safety programs
  • Created Crisis Communication protocol in collaboration with Legal and PR teams
  • Conducted root-cause analysis following all major safety related incidents for risk mitigation.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
  • Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.

Operations Manager, Trust & Safety

STERLING, INC.
02.2010 - 01.2012
  • Responsible for strategic direction of company's Safety initiative
  • Collaborated with business owners to drive strategic planning and product optimization
  • Oversaw hiring and capacity planning, training/development of analysts
  • Responsible for leading process improvement and productivity enhancements
  • Made investments in technology to help scale operations and minimize volume for Ops teams
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Developed quality and safety standards for member generated content/behavior
  • Reported key performance metrics and statistics to Senior Management Team on weekly basis.

Member Care Supervisor

STERLING, INC.
01.2009 - 02.2010
  • Built a cohesive customer service team, by recruiting and retaining high caliber, diverse talent
  • Continually developed, trained, and coached staff on KPIs
  • Performance management; Analyzed individual performance and provided developmental feedback
  • Implemented CRM platform (Salesforce) to manage/scale member operations
  • Scheduled staffing based on volume trends to ensure service levels were met
  • Conducted first call resolution analysis and implemented tactics to reduce calls by 5%.
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.

Member Care Representative

STERLING, INC.
08.2007 - 01.2009
  • Responsible for Customer Service Management
  • Establish remote workforce and scaled team from 3 to 100+ analysts within 18 months
  • Implemented CRM platform (Salesforce) to support member communications
  • Created all process documentation and conducted trainings related to launch of Salesforce
  • Launched Care.com's first Call Center Operations and implemented first phase of other customer facing initiatives, such as live chat and self service FAQ page.
  • Reduced call wait times by efficiently managing high call volumes and prioritizing urgent cases.
  • Supported new team members during onboarding, sharing expertise for improved performance.
  • Increased client satisfaction rates by guiding them through product features and troubleshooting issues as needed.
  • Managed high-pressure situations calmly, ensuring that each customer received the best possible resolution.

Education

Bachelor of Art, Criminology -

Framingham State University
Framingham, MA

Skills

  • Project Management
  • Technical Analysis
  • Business Analysis
  • Implementation Management
  • Strategic Leadership
  • Process Improvement
  • Operational Efficiency

Timeline

Practice Leader, Gig Economy

STERLING, INC.
01.2018 - Current

Strategic Client Success Partner, Gig

STERLING, INC.
01.2018 - 08.2022

Director, Trust & Safety

CARE.COM
01.2013 - 09.2017

Project Manager, Trust & Safety

STERLING, INC.
01.2012 - 01.2013

Operations Manager, Trust & Safety

STERLING, INC.
02.2010 - 01.2012

Member Care Supervisor

STERLING, INC.
01.2009 - 02.2010

Member Care Representative

STERLING, INC.
08.2007 - 01.2009

Bachelor of Art, Criminology -

Framingham State University

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