ARRETTA STIVERS
Summary
Results-driven Operations Executive with a distinguished background in strategic planning, leadership development, customer relationship management (CRM), and organizational design and build. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
20
20
years of professional experience
Work History
Director, Consumer Experience
Realtor.com
Austin, TX
05.2019 - Current
- Led daily operations to foster increased productivity while overseeing multiple locations (Scottsdale, Arizona; Austin, Texas; Indianapolis, Indiana) supporting 500M in annual revenue.
- Successfully integrated and fully operationalized the UpNest business unit following acquisition, increasing seller revenue by 20%.
- Implemented a balanced scorecard framework resulting in $4.9 million dollars in headcount savings annually.
- Conceptualized, launched, and facilitated leadership competency assessment, and authored "Leading for Impact," a leadership development series that improved total agent assignment rate performance by 40%.
- Drove market share growth and revenue expansion by overseeing and project managing the implementation of Spanish script translation for YOYNX, resulting in improved customer engagement and expanded market reach.
- Established departmental performance goals and provided feedback for underperforming areas.
- Optimized operational processes using analytics tools to address client-specific metrics.
Account Executive
CDK GLOBAL L.L, (formerly) ADP Dealer Services
01.2015 - 12.2018
- Cultivated executive-level relationships, established joint go-to-market strategies, and managed all facets of operation for $6.5M portfolio of strategic automotive clients (Sirius XM, Red Cap Technologies, AutoAlert, Crowe Horwath)
- Negotiated Service Level Objectives, new business opportunities, and contract renewals with C-level decision makers, achieving 97% in contract renewals in FY17
- Advised Clients on how to best utilize CDK software and data solutions to obtain maximum value and benefits, leading to 17% increase in portfolio revenue totaling $1.1M in upsell revenue in FY18.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Collaborated with internal teams to develop account strategy.
Director, Client Services
ADP Dealer Services
01.2006 - 01.2015
- Designed and implemented Customer Success Strategy and Customer Support Organizational Model for ADP Dealer Services B2B Enterprise technical support organization (Austin, TX), supporting 170 major market accounts and $80M in annual revenue
- Directed team of 16 Operations Managers and 200 multi-functional, geographically dispersed frontline support staff
- Launched multi-site and offshore operations (El Paso Texas, Columbus Ohio, Hyderabad India, Melbourne Australia), owning and managing all aspects of day-to-day operations
- Conceptualized and implemented Customer Support Optimization Strategy and Workforce Management system, resulting in 10% reduction in headcount spend and 20% increase in supported connections per head year-over-year (FY11-FY15)
- Chartered Kaizen and Business Process improvement initiative with business Stakeholders (Engineering, Project Management, Sales, Accounting), resulting in improved customer satisfaction and operational efficiency gains including:
- Accelerated Customer Mean time to Market from 10 to 5 days;
- Expedited Mean time to Issue Resolution by 3 days; and
- Increased revenue over labor 35% -yielded $543K in ongoing revenue recognition.
Client Support Manager
ADP Dealer Service
01.2003 - 01.2006
- Managed 50 front-line reports and oversaw quality assessment and training administration
- Responsible for financial performance, operational KPIs, and departmental expenses (revenue over labor, cost per call, mean time to revenue, mean time to issue resolution, headcount planning / forecasting, and service-level metrics)
- Designed and implemented process and efficiency standards, resulting in operational and headcount savings of $1.5M over 2 consecutive fiscal years
- Drafted training, escalation, dealer fulfillment, migration, and support model for premier of ADP National Parts Locator program, delivering $1.2M in annual revenue and over $630K in one-time revenue recognition
- Conceptualized and implemented merit-based career progression path, yielding attrition rate of less than 5%, positioning Support organization as talent pool for Engineering and Product Development.
Education
Bachelor of Science (BS) - Psychology
Western Kentucky University
Skills
- Capacity Planning
- Business Analysis
- Call Center Strategy
- Leadership Development
- Stakeholder Engagement
- Budgets and Forecasting
- Transformation Planning
- Organization Design and Build
- Policy Procedure and Standards
- Measurement, Metrics and Analysis
- Leadership and Staff Management
- Customer Relationship Management
Affiliations
Women Unlimited Lead Program-Executive Leadership Development - Fortune Award recipient Business Process Mapping-The University of Texas, Center for Professional Education Executive Coaching-Valeo Consulting Group
Timeline
Director, Consumer Experience
Realtor.com
05.2019 - Current
Account Executive
CDK GLOBAL L.L, (formerly) ADP Dealer Services
01.2015 - 12.2018
Director, Client Services
ADP Dealer Services
01.2006 - 01.2015
Client Support Manager
ADP Dealer Service
01.2003 - 01.2006
Bachelor of Science (BS) - Psychology
Western Kentucky University