Christopher L. Stevens

Strategic Partnership Management:

• Established and nurtured strategic partnerships with key stakeholders with critical vendors and industry boards to enhance Drips software's market position and drive business growth.
• Collaborated with external organizations to identify opportunities for collaboration, joint ventures, and alliances that contributed to the overall success of Drips

Continuous Improvement Initiatives:

• Led and implemented continuous improvement programs within the production department, focusing on optimizing operational processes and workflows.
• Utilized data-driven insights to identify areas for enhancement, fostering a culture of innovation and efficiency to meet and exceed production goals.

Carrier Relations:

• Cultivated and maintained strong relationships with carriers to ensure seamless integration and delivery of Drips software products.
• Worked closely with carriers to address any operational challenges, negotiate favorable terms, and ensure a positive and mutually beneficial partnership with telecommunications vendors.

Quality Control Leadership:

• Spearheaded quality control initiatives to maintain high standards in product development and production processes that reduced cycle times by over one full business day per case.
• Implemented robust quality assurance measures, overseeing testing and validation procedures to deliver software solutions that meet or exceed industry standards.

Strategic Planning:

• Played a key role in the development and execution of strategic plans related to production, aligning departmental goals with the overall objectives of Drips.
• Contributed insights and recommendations to senior management for long-term planning and decision-making.

Cross-Functional Collaboration:

• Collaborated with cross-functional teams, including sales, marketing, and research and development, to ensure alignment of production strategies with company-wide objectives.
• Facilitated effective communication and cooperation between departments to enhance overall organizational efficiency.
• Oversaw a revamp of the production ticketing system in Salesforce, reducing case cycles by 25%

Resource Management:

• Oversaw the allocation and utilization of resources within the production department, ensuring optimal utilization of manpower, technology, and budgetary allocations.
• Implemented cost-effective measures without compromising on quality and productivity.

Regulatory Compliance:

• Stayed abreast of industry regulations and compliance standards, ensuring that production processes and outputs met all relevant legal and regulatory requirements.
• Implemented measures to address any compliance gaps and proactively adapted to changes in regulations.

• Led development of business operation processes and policies.
• Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
• Executed business plans and developed software and operational tools to facilitate project initiatives, trainings and administrative activities.
• Partnered with financial and customer operations teams to drive business transactions using customer data and Lean concepts.
• Met with C-Suite and provided staff support to attain organizational goals.
• Prioritized and allocated valuable resources to meet business targets.
• Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
• Planned and integrated project and program schedules.
• Evaluated scripts to identify creative strategies and resource needs for effective production.
• Implemented QA processes reducing delivery time by 20%
• Rolled out AI processes resulting in 10% time reduction in delivery

• Resolved issues quickly to maintain productivity goals.
• Managed continuous improvement initiatives to drive gains in quality, flow and output.
• Reviewed work for quality and compliance with company standards and design specifications.
• Standardized production procedures, job roles and quality assurance guidelines.
• Addressed personnel issues and scheduling conflicts promptly.
• Created streamlined production schedules and collaborated with production employees to communicate objectives and goals.
• Directed key personnel in correct production techniques to achieve required quality.
• Implemented quality improvement changes to minimize product defect rates.
• Applied lean practices to balance workflow and eliminate unnecessary steps.
• Devised and administered cost control initiatives saving $20,000 annually

• Provided leadership for continual management and employee training initiatives.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Oversaw staff and sub-contractor performance review assessments.
• Prepared documents for internal and external audits.
• Oversaw workforce management planning, volume predictions and capacity planning.
• Allocated resources to planned programs according to business objectives.
• Promoted use of multichannel communication strategies, automated chat and social messaging.
• Oversaw the rollout of The Campaign Registry, an industry-wide standard for SMS traffic. 155 Campaigns and 44 brands in total were registered for sending traffic.

• Promoted to Senior Manager as a result of achievements and team building prowess
• Total team of over 41 associates and specialists
• Created a new internal team to support product launch or URL based messaging
• Created Chat Room Agent team from pilot program
• Created KPI’s and Scorecards for all roles in department
• Implemented and optimized use of Salesforce Lightning Console for service and operations ticketing
• Engaged reporting on qualitative performance metrics
• Expanded operations team by more than 70%
• Streamlined operations reducing delivery time substantially
• Created Job descriptions and KPI’s for entire department to drive performance and growth
• Expanded intern pool and engaged with higher level of engagement with company and instituted 360-degree feedback model
• In March of 2019, pivoted the entire department to remote operations in less than 1 business week, including equipment needed and resetting cadences to match new work reality
• Improved and expanded in-house agent pool to increase percentage of business handled internally reducing reliance on outsourcing, meeting the needs of the enterprise client segment
• Implemented compliance and risk management policies improving overall operations and drastically cutting the overall risk profile of the company
• Wrote Service Level Agreement policy and implemented automated SLA’s for client deliverability
• Consolidated and updated contractor tools to streamline and minimize risk exposure
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Partnered with vendors and suppliers to effectively manage and budget.

• Returned Branch to profitability within 90 days of beginning tenure
• Corrected multiple failed audits by promoting operational excellence in behaviors
• Selected to serve as district home office
• Turned customer service around by more than 20 percentage points through coaching and living the correct behaviors daily
• Utilized previous knowledge in consumer loans consisting of home equity lines of credit and refinances to increase lending numbers by $1 million in first 90 days
• Assisted in helping several bankers apply and earn management positions by being a leader in branch management career pathing
• Business banking champion and lending leader in micro market
• Maintained friendly and professional customer interactions.
• Assessed employee performance and developed improvement plans.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Engaged employees in business processes with positive motivational techniques.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.

• Lead a team of 9 on-shore Technical Support Engineers in providing first level technical and advanced customer support using Coupa Contingent Workforce (Formerly DCR SmartTrack) software
• Reduced overall support ticket volume by 15%
• Managed team during transition without any churn or loss of staff
• Assisted with the transition planning to migrate from previous platforms for ticket management to Coupa Standard Platforms
• Created multi-step communications plan for platform migrations for over 50 clients
• Acted as Client Account Manager in lieu of one being assigned for Contingent Workforce Clients
• Created career paths, coaching metrics and schedules resulting into two different Technical Support Engineers being promoted

• Promoted to Regional Manager due to outstanding achievements as Program Manager Responsible for management of a team of 6 on-site program managers, running contingent workforce programs for various clients, including KeyBank, Stewart Title, Altria Inc., Arkema Inc., Sallie Mae, and Grant Thornton
• Developed standards, processes and techniques still being used today for contingent workforce program management
• Conducted Quarterly Business Reviews in person for each individual client, reporting on relevant metrics, industry trends, financial and risk metrics
• Grew revenue by 18% year over year, applying supplier relations, client discovery and technology optimization methodologies to maximize available workforce opportunities
• Created Employee development plans to goal orient and place each direct report on a career path towards achieving their goals
• Assisted with 4 new client implementations outside of region as a power user of the software and assisted departments outside of operations, including technology support, implementations and sales
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Partnered with vendors and suppliers to effectively manage and budget.
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.

• Implemented KeyBank program and ran the contingent workforce on-site at KeyBank
• Growth year over year was over 100% and accounted for largest jump in revenue and spend under management for the company
• Power user of Coupa CW (formerly DCR SmartTrack), and managed over 40 vendors providing a wide array of contingent labor categories including Technology, Financial, Administrative and Executive
• Managed vendor relationships including contracts, renewals, performance and risk
• Acted as front-line risk mitigation for client in all aspects of contingent workforce management
• Managed all onboarding for contingent workforce, both manually and through a workday integration
• Lead phase two of contingent workforce project, including multiple integration points
• Participated in three rounds of testing for both QA and UAT
• Oversaw the integration of an acquired company and its contingent workforce program, and provided staffing for that integration
• Lead company in client satisfaction during time as program manager

• Leader of top sales scoring branch in 2014, managed team of bankers to operationally succeed and exceed sales goals
• Increased deposit growth by $4 million more than doubling current branch assets in 2015
• Recognized for opening the Willowick branch in 2012 and turning the office profitable within 18 months of opening
• Promoted within district to assist district manager with 4 other offices by developing a team of sales bankers and increasing lending numbers and deposit growth in addition to managing own office of bankers
• Utilized previous knowledge in consumer loans consisting of home equity lines of credit and refinances to increase lending numbers by $2 million in 2015
• Assisted in helping several bankers apply and earn management positions by being a leader in branch management career pathing
• Finished 2014 as the leader in business lending for the Cleveland East district.
• Maintained friendly and professional customer interactions.
• Assessed employee performance and developed improvement plans.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Engaged employees in business processes with positive motivational techniques.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.

• Opened one of first retail branches in Giant Eagle sales district
• Responsible for building rapport with Giant Eagle management to assist channel with furthering relationship and furthering footprint
• Developed techniques for selling banking products to grocery shoppers to make the experience as quick and convenient as possible
• Assisted branch manager with all online reporting of sales numbers and employee reviews
• Top Performing Assistant Branch Manager in channel in 2014 for sales results
• Trained and developed new team members in alignment with branch service standards and objectives.
• Supervised team of 7 branch employees and made recommendations regarding performance evaluations.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Demonstrated knowledge of branch financial products, loans and lines of credit.
• Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
• Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.