Stephanie Seljeskog
Dallas,TX
Summary
Dynamic Senior Customer Service and Call Center Leader with over 10 years of progressive experience managing large, multi-site contact center operations. Achieved record-setting performance in sales, scheduling, appointment completion, customer satisfaction, and operational efficiency while leading six teams and over 200 employees. Expertise includes sales, scheduling, workforce planning, AI-enabled quality assurance, talent acquisition, and effective complaint resolution frameworks. Recognized for cultivating high-performing leadership teams, modernizing service operations, and strategically aligning customer experience initiatives with overarching enterprise goals.
Overview
12
12
years of professional experience
Work History
Sr Manager - Member Engagement
Signify Health - CVS
Dallas, TX
10.2021 - Current
- Provide strategic and operational leadership for a large-scale, multi-team customer engagement and call center organization, directly leading 6 teams and more than 200 employees across customer service and scheduling functions.
- Drive operational strategy and execution, and performance management to consistently exceeding annual enterprise KPIs related to appointment scheduling, completion rates, customer satisfaction, and service efficiency. Reflecting significant improvements in throughput, responsiveness, and member engagement
- Collaborate on workforce planning, staffing models, forecasting, and scheduling optimization to ensure service level attainment, while balancing budgetary and resource expectations.
- Hiring and Recruiting strategy, including partnerships with local workforce readiness offices, to build a strong talent pipeline and support rapid growth and attrition reduction.
- Establish and oversee performance management frameworks, leveraging data, dashboards, and analytics to guide coaching, development, and corrective plans.
- Collaborate cross-functionally with operations, analytics, IT, clinical, and provider-facing teams to align workflows and enhance end-to-end customer experience.
- Lead change management initiatives tied to new systems, tools, and operational standards, ensuring adopting and sustained performance improvement
Contact Center Supervisor
Black Hills Energy
12.2018 - 10.2021
- Directed daily operations for in-office and remote customer service teams, overseeing scheduling, coaching, performance monitoring, and service quality
- Partnered with leadership to elevate service standards, revenue performance, workforce consistency, and overall customer satisfaction
- Consistently met and exceeded service-level and performance targets across monthly, quarterly, and annual reporting periods.
- Developed and enforced contact center policies related to attendance, adherence to schedule, staffing models, and agent scorecard KPIs
- Led initiatives focused on reducing attrition, improving engagement, and strengthening leadership capability with in frontline management
- Drove continuous improvement through regular analysis of operational data, identifying opportunities to streamline workflows and improve the customer experience.
Director of Enrollment and Completion – Rapid City & Online Call Center
National American University
12.2016 - 12.2018
- Led enrollment, retention, and completion efforts for both a physical campus and a fully remote recruitment call center operation
- Designed and executed scalable recruitment and enrollment processes supporting continued growth and operational efficiency.
- Recruited, trained, and supervised enrollment advisors, building a high-performing, metrics-driven call center culture.
- Oversaw the end-to-end enrollment lifecycle from inquiry generation through enrollment and ongoing student support.
- Cultivated strategic relationships with community partners, corporations, academic institutions, and military installations
Strategic Initiatives Specialist
National American University
02.2014 - 12.2016
- Built and maintained external partnerships by assessing workforce training needs and aligning educational offerings to market demand.
- Conducted industry and market research to identify growth opportunities and support new business development.
- Developed and executed marketing strategies to increase enrollment and awareness of academic programs
- Facilitated professional development and sills based training sessions focused on sales, leadership, recruitment, and customer experience.
- Managed budgets and cost controls for organizational travel, events, and conferences
Education
BS - Business Administration
Black Hills State University
Rapid City, SDSkills
- Contact Center and Customer Support Leadership
- Large-Scale People Management (200 Employees)
- AI & Technology Enablement (Quality Assurance)
- Performance and KPI Management
- Process Improvement & Operational Excellence
- Cross-functional Collaboration
- Analytical Thinking/Data-Driven Decision Making
- Operations and Efficiency Management
- Change Management & Continuous Improvement
Timeline
Sr Manager - Member Engagement
Signify Health - CVS
10.2021 - Current
Contact Center Supervisor
Black Hills Energy
12.2018 - 10.2021
Director of Enrollment and Completion – Rapid City & Online Call Center
National American University
12.2016 - 12.2018
Strategic Initiatives Specialist
National American University
02.2014 - 12.2016
BS - Business Administration
Black Hills State University