Stephanie Kramer
Fiserv
22
years of professional experience
Results-driven Project Management leader with experience leading contact center transformations, vendor migrations, technology implementations, and process improvement initiatives. Proven ability to manage complex projects, drive cross-functional collaboration, mitigate risk, and deliver strategic business outcomes. Skilled in stakeholder management, vendor partnerships, organizational change, and leading high-performing teams in fast-paced, regulated environments.
Work History
Manager, Project Management
4 Years 2 Months- Directed a large-scale migration program consisting of 15 concurrent sub-projects, successfully transitioning business volume between offshore vendors while minimizing operational disruption and maintaining service continuity.
- Established and maintained project governance frameworks, including charters, project plans, and RAID logs, while auditing documentation to enhance consistency, transparency, and execution across PMO.
- Served as the primary Project Manager for vendor onboarding initiatives, accelerating vendor integration and enabling seamless operational readiness for business partners.
- Delivered projects on time and within scope by proactively managing risks, dependencies, and stakeholder expectations across multiple workstreams.
- Led performance management, talent development, and daily operational oversight to drive team accountability, engagement, and excellence.
- Cultivated partnerships across business and technical teams to enable rapid execution of complex cross-functional projects and align diverse stakeholder groups.
- Built strong partnerships across business and technical teams, enabling rapid execution of complex cross-functional projects and driving alignment among diverse stakeholder groups.
- Enhanced organizational effectiveness by leveraging leadership, communication, and relationship-management skills to foster collaboration, streamline decision-making, and achieve business objectives.
Senior Project Manager
6 Years 11 Months- Led large-scale transitions of contact center volume from domestic to offshore vendors as primary migration subject matter expert, decommissioning vendor facilities and ensuring business continuity.
- Successfully executed a complex domestic product migration within a compressed 30-day implementation timeline, achieving key business objectives while maintaining service stability and stakeholder satisfaction.
- Recognized as organization's primary migration subject matter expert, leading large-scale transitions of contact center volume from domestic to offshore vendors while successfully decommissioning vendor facilities and ensuring business continuity.
- Acted as the central liaison for all contact center Virtual Desktop Infrastructure (VDI) initiatives, coordinating technology upgrades and minimizing operational disruption for end users.
- Served as the central liaison for all contact center Virtual Desktop Infrastructure (VDI) initiatives, coordinating technology upgrades and minimizing operational disruption for end users.
- Executed complex domestic product migration within compressed 30-day implementation timeline, achieving key business objectives while maintaining service stability and stakeholder satisfaction.
Project Manager
2 Years 9 Months- Led process improvement initiatives to streamline operations and enhance service delivery for continuous business improvement.
- Acted as the primary project manager and subject matter expert for Voice of the Customer (VOC) survey initiatives, providing consultation and implementation support to clients and internal project teams.
- Implemented 23 Voice of the Customer After-Call Surveys in one year to expand customer feedback capabilities and drive data-informed enhancements to customer experience.
Operations Manager/Project Manager
1 Year 8 Months- Managed mission-critical DoD and VA collection programs, ensuring consistent achievement of client expectations, compliance requirements, and operational objectives.
- Managed DoD and VA collection programs, consistently meeting client expectations, compliance requirements, and operational objectives.
- Oversaw onboarding and implementation of 10 new client programs, supporting revenue growth and enhancing organizational capabilities.
- Collaborated with senior leaders across client services, IT, business analytics, and operations to streamline implementation efforts and achieve key business outcomes.
Operations Manager
2 Years 6 Months- Built high-performing team of 15 Recovery Specialists through recruitment, coaching, training, and performance management, enhancing team capabilities.
- Designed detailed training program and operational manual, improving onboarding process and consistency across team operations.
- Leveraged data analysis and forecasting methodologies to improve collection projections; optimize agent incentives, and support business planning decisions.
- Spearheaded process improvement projects to streamline call handling workflows and enhance contact center performance.
Team Lead/Recovery Specialist
2 Years 3 Months- Coordinated communication between management and Recovery Specialists, enhancing team alignment and expediting issue resolution.
- Established strategic partnerships with attorneys and insurance adjusters to accelerate claim resolution and optimize recovery outcomes.
- Developed strategic partnerships with attorneys and insurance adjusters to streamline claim resolution and enhance recovery outcomes.
- Contributed as a lead member to achieve department financial goals through effective account management, problem-solving, and team collaboration.
Investigative Specialist
1 Year 9 Months- Delivered high-quality customer support by managing complex claim inquiries and resolving customer issues in a timely manner.
- Collaborated with team members to achieve and surpass monthly and annual departmental performance objectives.
- Partnered with team members to consistently meet and exceed monthly and annual departmental performance objectives.
Education
Bachelor of Science - Business Management and Leadership
Bachelor of Arts - Sociology
Skills
Project & Program Management
Strategic Planning & Execution
Vendor Operations Management
Cross-Functional Leadership
Stakeholder & Executive Management
Organizational Change Management
Risk
Issue & Dependency Management
Budget & Resource Management
Technology Implementations & Migrations
Project Governance & Compliance
PMBOK & Waterfall Methodologies
Team Leadership
Coaching & Mentoring
Business Continuity & Operational Readiness
Client Relationship Management
Decision-Making & Problem Solving
Written & Verbal Communication
Timeline
Manager, Project Management
Fiserv
06.2022 - CurrentRead More
Senior Project Manager
Fiserv
07.2015 - 06.2022Read More
Project Manager
Fiserv
10.2012 - 07.2015Read More
Operations Manager/Project Manager
Signature Performance
02.2011 - 10.2012Read More
Operations Manager
Accent/West Asset Management
08.2008 - 02.2011Read More
Team Lead/Recovery Specialist
Accent/West Asset Management
05.2006 - 08.2008Read More
Investigative Specialist
Accent/West Asset Management
08.2004 - 05.2006Read More
Bellevue University
Bachelor of Science from Business Management and Leadership
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University of Nebraska
Bachelor of Arts from Sociology
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