Stephen Goldade

• Provide support for customer strategy team in providing analytic reporting and insights (using Excel and Power BI) into customer interaction/behavior involving contact strategy, retention, portal registration/usage, email/text communication, survey feedback.
• Built and maintain lifetime customer value model broken out by product and customer segments that includes all costs, revenue, and return analysis (initially built in Excel and then recreated in Power BI).
• Created and update customer segmentation model (in Python using k-means clustering) that provide insight into how leads convert throughout sales funnel.
• Analyze macro economic trends used to gauge consumer needs and interest for debt settlement which helps the company make better and profitable decisions such things as gauging direct mail volume and budgeting requirements.
• Compile a monthly competitive report that includes intel such as how the competition is performing vs the company in areas such as the following: mail volume, customer acquisition, retention, and debt enrolled.
• Presented macro and competitive reports to executive team and send monthly updates.
• Provide macro economic and customer lifetime value metrics (graphs) with insight for quarterly board meetings.

• Compiled and maintain all company pricing lists along with competitive intel and ascertain best pricing
• Assisted in analyzing company's current warranty program and helped recommend changes to make it profitable.
• Assisted in analyzing field technician jobs and recommended pricing model that would make it profitable - approximately $10M increase in revenue annually.
• Use SQL and Tableau to mine databases, create workbooks, and perform the following analysis :

- field technician upsell profitability

- customer warranty profitability

- direct sales net present value analysis

- equipment type pricing analysis

- customer base price increase strategy

• Provide data analysis and reporting visuals in support of company’s initiatives and projects using SQL, Alteryx and Tableau.
• Helped reduce technician truck roll volume by 15% by providing analysis on DIY products that could be drop shipped to customers for self-install.
• Participate in requirements meetings and data mapping sessions to understand business needs.
• Collaborate with project stakeholders in finding/understanding root metrics used in reports and analysis.
• Used Python to develop and implement several predictive models.

• Established inventory targets, stock level and risk mitigation targets and managed flexibility strategy to optimize inventory.
• Manage 10+ employees and train them to handle high-volume workloads in efficient and accurate manner.
• Monitor inventory levels and collaborate with vendors to meet needs especially when vendors' supply chains are disrupted.
• Vendor negotiations – current material cost cuts and new product pricing negotiations.
• Work with accounting team to keep plethora of GL accounts clean and mistake free.
• Report carrier-performance metrics and cost reports to executive team.
• Supervise material flow, storage, and global order fulfillment.
• Help draft and maintain supply chain budgets, monitor warehouse costs, and reduce expenses where possible.
• Lead initiatives to develop and pursue cost reduction programs within company.
• Oversee hiring and training of new employees.
• Lead warehouse improvement initiatives to advance operational efficiencies.
• Manage cross-departmental projects to successfully improve company's supply chain which now services all channels of company’s inventory needs nationwide.

• Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
• Conducted inventory audits with over 99% accuracy following company procedures.
• Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
• Trained new staff on job duties, company policies and safety procedures for rapid on-boarding.
• Kept all documentation and records accurate and up to date with current data to prevent errors in processing or delivery.

• Established and updated work schedules to account for changing staff levels and expected workloads.
• Was go-to expert for technical questions from my team.
• Helped bring call answer rate from 30-40% to over 80% due to improvements in tech resource tool for customers which allowed team members to have quicker calls without compromising customer service or satisfaction.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Recorded and maintained relevant notes for each client and work order.