Stephen Congo
Bear,DE
Summary
Dynamic leader with a proven track record, excelling in cross-functional collaboration, with exceptional interpersonal skills. Skilled in SAP and training talent, I drive strategic initiatives that enhance operational efficiency and employee engagement, consistently achieving high performance and satisfaction levels.
Overview
13
13
years of professional experience
Work History
Americas Transformation Leader
Solenis LLC
Wilmington, DE
04.2025 - Current
- Supporting 2 regions, North America and Latin America
- Lead cross-functional teams to develop and implement strategic initiatives.
- Analyze operational processes to identify areas for improvement.
- Develop training programs to support employee development and engagement.
- Manage stakeholder relationships to foster collaboration and support efforts.
- Coordinate project timelines and resources for successful execution.
- Conduct regular meetings with staff to discuss progress, identify challenges, and develop solutions.
- Analyze data to make decisions related to personnel management.
- Facilitate communication between departments to ensure project alignment.
North America Customer Service Manager
Solenis LLC
Wilmington, DE
10.2020 - 04.2025
- Managed 63 people, 11 direct reports
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Audited customer account information to identify issues and develop solutions.
- Interviewed, hired and trained staff to meet company objectives.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Generated KPI reports to track and improve metrics.
Supervisor Customer Service II
Solenis LLC
Wilmington, DE
07.2019 - 10.2020
- 18 direct reports
- Provide continuous performance and development coaching
- Involved in the candidate selection and interview process
- Run an array of reports using SAP, Salesforce, Lotus Notes, etc. to help support company goals
- Create and maintain customer accounts in SAP and Salesforce
- Assist in building strong relationships with customers, sales, accounts receivable, along with other departments within the organization
- Participate in projects and implementation
- Responsible for GPAM billing generating about $4M in revenue monthly
- Review incidents and complaints for OTC, as well as come up with corrective actions to help ensure the same issues from reoccurring
- Provide finance with an estimate for lagged consignment revenue on a monthly basis
- Work with Supply Chain on OTIF reporting and improvements
Customer Service Representative Team Lead
Solenis LLC
Wilmington, DE
04.2018 - 07.2019
- Participate in the candidate selection and interview process
- Run various reports using SAP, Salesforce and Excel to help support company goals and metrics
- Field questions and resolve issues that may arise on a daily basis
- Work on projects for implementation in SAP and Sharepoint
- Build a strong relationship with customers as well as the sales team
- Process purchase orders and ensure material is delivered as requested
- Create and maintain customer accounts in Salesforce and SAP
- Generate credit and debit memos while working closely with accounts payable
- Perform various SAP transactions from order entry to reporting
- Conduct bi-weekly information sessions for the customer service group in regards to implementation of items as well as policy and procedure changes
- Manage sample orders for the Solenis Research Center and prospect accounts
- Conduct new hire training
Customer Service Representative
Solenis LLC
Wilmington, DE
07.2016 - 04.2018
- Process customer purchase orders in SAP received via email, EDI, and/or phone
- Identify and process invoice corrections
- Process returns and/or transfer of product
- Run daily reports to ensure orders are delivered on time and in full
- Setup and maintain customer accounts
- Create Bill of ladings for shipping
- Log incidents/complaints and customer returns into Lotus Notes for approval and tracking
- Track shipments and deliveries
- Provide freight quotes to customers and/or the sales team
- Fulfill expedite requests as needed
Senior Chemical Operator
Ashland Inc
Wilmington, DE
05.2013 - 07.2016
- Manufacture various pharmaceutical products and other additives for an array of products for human consumption
- Coordinate dispensing and shipping processes
- Facilitate staff safety meetings which focused on ISO 9000 and cGMP manufacturing processes
- Perform various SAP transactions from receiving in raw materials to moving them into finished goods
- Create purchase orders/batch sheets for production use
- Train and develop new operators
Account Manager
Discover Financial Services
New Castle, DE
12.2012 - 05.2013
- Support members with account details in a fast pace environment
- Promote card benefits to card members in order to create added value for members
- Provide an exceptional level of customer service to build strong relationships with customers to help the company achieve its goals
- Acquire payments on behalf of the company in a timely and efficient manner
- Help implement new training techniques as well as assist in the development of new talent
- Improve some of the business processes to help align the company better with its objectives
Education
Doctor of Business Administration - Business Administration And Management
Fox School of Business - Temple University
Philadelphia, PA05-2026
MBA - HR Management
Goldey-Beacom College
2019
Bachelor of Science - Business Management
Goldey-Beacom College
2018
Skills
- Excellent oral and written communication skills
- Experience using SAP, SharePoint, Salesforce, Workday, and Lotus Notes
- Exceptional customer service skills
- Proficient using Microsoft Outlook, Word, Excel, Access, and PowerPoint
- Positive attitude, motivated, and organized
- Highly ethical and responsible
- Results-oriented
- Experience interviewing candidates to fill positions within an organization
- On boarding and off boarding employees
- Excellent problem solver
- Training and developing talent
- Quick leaner
- Contract experience
- Excellent at multi-tasking
- Extremely detail oriented
- Facilitating mergers and acquisitions
- Conflict resolution techniques
- Cross-functional collaboration
Timeline
Americas Transformation Leader
Solenis LLC
04.2025 - Current
North America Customer Service Manager
Solenis LLC
10.2020 - 04.2025
Supervisor Customer Service II
Solenis LLC
07.2019 - 10.2020
Customer Service Representative Team Lead
Solenis LLC
04.2018 - 07.2019
Customer Service Representative
Solenis LLC
07.2016 - 04.2018
Senior Chemical Operator
Ashland Inc
05.2013 - 07.2016
Account Manager
Discover Financial Services
12.2012 - 05.2013
Bachelor of Science - Business Management
Goldey-Beacom College
Doctor of Business Administration - Business Administration And Management
Fox School of Business - Temple University
MBA - HR Management
Goldey-Beacom College
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