Reid Scheunemann

Managed multi-tier customer support teams, overseeing day-to-day functions committed to maximizing the utilization and configuration of the PlanSource platform. Guided and motivated team members to deliver world-class customer experience while enhancing employee performance, efficiency, and engagement

• Led continuous improvement initiatives: Scaled and differentiated service models across customer support teams to meet the unique needs of key customer segments, achieving a retention rate of over 98%.
• Transformed the customer support team: Shifted from a “one size fits all” approach to a data-driven organization with specialized teams dedicated to optimizing and improving the employee experience.
• Enhanced feedback processes across cross-functional teams: Implemented advanced feedback systems, resulting in an 18% boost in internal workflow efficiency and a 22% increase in customer satisfaction ratings.
• Empowered team through training and mentorship: Trained and mentored a team of 30-80 direct reports, enabling them to deliver exceptional service to over 160 clients, contributing to $15M+ in revenue.

Delivered exceptional management of a Fortune 100 client account while creating collaboration among operations and client service teams, multi-client service groups, virtual teams, and third parties to achieve all Service Level Agreements (SLAs). Directed a team of 12 direct leaders and 275 indirect reports committed to a $50M+ customer account

• Strengthened client relationships and elevated account outcomes: Spearheaded stability workshops and enforced rigorous quality measures, achieving a 20% surge in client engagement and a 10% increase in revenue.
• Refined client account management: Leveraged advanced analytics tools and restructured budget allocations, reducing overhead costs by 12% and boosting profitability by 10%.
• Reallocated internal resources strategically: Oversaw the transition to a vendor call center, slashing operational costs by 20% and enhancing service efficiency by 15%.

Directed technical service-related operations as part of a global leadership team working 24/7. Led a team of highly specialized support engineers to swiftly resolve customer issues, maintain strong partner relationships, and ensure high customer satisfaction. Owned accountability for all customer escalations and developed policies and best practices to align workflows for customer success.

• Developed and implemented a global performance strategy: Achieved consistent and effective performance management, resolving critical people management gaps at the organizational level.
• Mentored and trained staff: Provided guidance and support, leading to increased employee engagement and improved performance.

Directed a team handling global information availability escalations and coordinating processes and resources across geographic regions as part of a 24/7 global leadership team. Partnered with sales, product management, and engineering teams to resolve critical issues for vital strategic clients and partners

• Directed coordinated responses to critical business issues: Analyzed and led collaboration across multiple teams to address escalated business issues, ensuring prompt. engagement of technical resources for vital strategic clients
• Mentored and coached engineering teams: Guided engineers in adhering to company policies and procedures, enhancing the quality and consistency of all customer engagements.