Stephen Schwartz
Jacksonville Beach,FL
Summary
Dynamic leader with a proven track record at The College Board, enhancing customer experience and operational efficiency. Expert in Agile frameworks and a Certified Project Management Professional, I excel in strategic planning and leadership, significantly exceeding metric targets. Skilled in fostering inclusion, my approach has consistently surpassed organizational goals.
Overview
19
19
years of professional experience
Work History
Director, Customer Experience/ Vendor Management
The College Board
04.2016 - Current
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior leadership to set long-term objectives for the department.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance metrics.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
Non-Equity Partner, Program & Project Management
Infinitive
04.2013 - 04.2016
- Served telecommunications, hospitality, higher education, non-profit and healthcare sectors.
- Directed customer experience initiatives to ensure single contact resolution.
- Focused on reducing costs while elevating CSAT in every interaction.
- Enhanced process requirements to optimize data and intelligence gathering.
- Developed and launched LMS for internal and external customer base.
- Optimized expenses to maintain a balance between cost management and quality enhancement.
- Coordinated with international and domestic partners to meet customer needs.
- Directed key projects enhancing operational efficiency.
- Oversaw customer sales/product marketing strategies along with billing, vendor contract analysis/demo retention with multiple organizations.
- Established and directed elite support teams for various clients.
- Developed new hire/leadership/executive recruitment and professional development processes
- Consolidated efforts of vendor and support teams by standardizing RFI processes.
- Identified opportunities for improvement by conducting Six Sigma assessments of business activities.
- Significantly exceeded sales and support targets (new acquisition, retention, and CSAT for all client contracts)
- Clients: Telecommunications, Hospitality, Higher Ed, Non-Profit, Healthcare
General Operations Director, E-commerce operations, operations support, e-care and sales
Time Warner
08.2005 - 03.2013
- Oversaw operations of five multi-national customer experience contact centers.
- Managed contracts including SOW and MSA.
- Managed teams to enhance customer experience and brand reputation.
- Directed Enterprise Business Analytics team to explore new technologies, vendors, and product catalogs.
- Consistently surpassed revenue targets in new E-Commerce sales and add-on purchases for 20 consecutive quarters.
- Surpassed annual CSAT and sales quality targets consecutively from FY 06 to 12.
- Led both digital and physical store interactions with web reporting, analytics (Omniture), and vendor support.
- Led comprehensive project for web integration with sales and customer self-service.
- Oversaw comprehensive lifecycle of test projects and pilots.
Education
Bachelors -
Business Administration
UMDSkills
- Certified Project Management Professional
- Experienced in Agile Frameworks
- Jira Administration Certification
- Proficient in Six Sigma Green Belt Methodology
- Talent Plus Certified
- Professional Leadership Trainer Certification
- Executive Strategist
- Strategic Planning and Design Specialist
- Customer Experience Strategy
- Professional Trainer Certification
- Inclusion Strategies
- Effective Workshop Delivery
Professionalaffiliationsandcertifications
- Certified Leadership Trainer
- Executive Strategist and Curriculum Developer
- Strategic Planning and Design Specialist
- Financial Management Specialist
- Strategic Customer Experience
- HR Generalist advanced course
- Instructional Design
- Myers-Briggs certified
- Executive/Leadership development certified
- Certified Leadership trainer
- Corporate Certified for Training for the Trainer
- Train the Trainer
- Inclusion and Diversity
- Sales Training Workshop Excellence
Educationandotherskills
Bachelors, Business Administration, PMP certified, Agile experienced, HR Professional Certification (AOL & TWC), Jira admin certified, Green Belt Six Sigma, Microsoft Office Professional, Talent Plus Certified
Other
Honorably discharged combat veteran, Multiple awards for distinguished service, TS/SCI-Co/NA/AT clearance
Affiliations
- Community events coordination and support
- Veteran affairs support and involvement
Accomplishments
- Won multiple presidential awards for excellence in customer experience
- WICT partner champion
References
References available upon request.
Timeline
Director, Customer Experience/ Vendor Management
The College Board
04.2016 - Current
Non-Equity Partner, Program & Project Management
Infinitive
04.2013 - 04.2016
General Operations Director, E-commerce operations, operations support, e-care and sales
Time Warner
08.2005 - 03.2013
Bachelors -
Business Administration
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