Summary
Overview
Work History
Education
Skills
Timeline
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STEPHAN YANCEY

Gilbert,AZ

Summary

Strategic leader with over a decade of experience delivering enterprise-scale, data-driven solutions that align business operations with customer-focused objectives. Proven success in managing cross-functional teams, leading multi-million-dollar initiatives, and optimizing systems to drive performance. Skilled in data integration, analytics, and stakeholder engagement with hands-on experience in tools like SQL, Power BI, DAX, and Salesforce. Recognized for building collaborative bridges between business units and IT to enable actionable insights and a unified source of truth.

Overview

14
14
years of professional experience

Work History

Sr Manager HR Initiatives, Operations and Analysis

Republic Services
04.2023 - Current
  • Spearheaded a $14M Workday Time and Absence transformation project, coordinating 200+ stakeholders and external vendors to streamline data systems impacting 42,000+ employees across 700+ locations. Implemented change management and data readiness strategies for seamless adoption.
  • Integrated data from 4 new business verticals into centralized operational models, standardizing disparate data sources to maintain consistency and ensure a unified enterprise view.
  • Led a high-performance team resolving 2,500+ monthly tickets through continuous improvement and root cause analytics, enhancing customer service data responsiveness.
  • Collaborated cross-functionally to develop dashboards and KPIs reflecting customer impact, performance metrics, and system adoption, leveraging tools such as Power BI and SQL.

Manager CRC Network Optimization and Analytics

Republic Services
07.2020 - 04.2023
  • Launched Republic’s first third-party international customer resource center, expanding operational coverage by 16% while increasing efficiency and generating $1M+ in annual savings.
  • Led the ETL Agent Historical Data initiative, integrating transactional and dimensional employee data to improve visibility and enhance reporting capabilities for customer service teams.
  • Designed and implemented a performance-based $100M budget allocation model, aligning financial planning with real-time customer service data metrics.
  • Conducted regression testing and analysis linking NPS to internal performance KPIs, discovering a single variable accounted for 40% of NPS fluctuation—informing customer engagement strategy.

Project Manager, Network Optimization

Republic Services
09.2018 - 07.2020
  • Directed the redesign of UCCE for Sales and Service CRCs, achieving a 90% optimization score—10 points above industry norms—by reengineering data flows and interaction routing logic.
  • Managed cross-functional integrations for workforce systems during M&A events, overseeing data and process harmonization across 300+ projects.

CRC Reporting/Contact Center Analyst

Republic Services
11.2012 - 09.2018
  • Led CE Data Mart project using Agile methodology to centralize reporting via Power BI, enabling more accessible and dynamic customer insight dashboards across business units.
  • Implemented Calabrio WFM system, streamlining scheduling and forecasting for 100+ agents, reducing variance between forecasted and actual volume to within 5%.

Customer Service Representative/KMT Coordinator

Republic Services
05.2011 - 11.2012
  • Participated in UAT and pilot programs for Salesforce, KMT, and omnichannel customer communication technologies, ensuring data usability and end-user adoption.

Education

Associate of Science - Business

Indiana Wesleyan University
Marion, IN

Skills

  • Data Visualization & Reporting: Power BI, SQL, DAX
  • CRM & Workflow Tools: Salesforce, Calabrio WFM
  • Change Management & Cross-Functional Leadership
  • Strategic Roadmapping & Customer Data Planning
  • Agile & Scrum Methodologies
  • Continual Improvement Models

Timeline

Sr Manager HR Initiatives, Operations and Analysis

Republic Services
04.2023 - Current

Manager CRC Network Optimization and Analytics

Republic Services
07.2020 - 04.2023

Project Manager, Network Optimization

Republic Services
09.2018 - 07.2020

CRC Reporting/Contact Center Analyst

Republic Services
11.2012 - 09.2018

Customer Service Representative/KMT Coordinator

Republic Services
05.2011 - 11.2012

Associate of Science - Business

Indiana Wesleyan University

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