Stephen Kranz, PMP

• Managed teams of 10 to 15 staff, tracked project and team member performance to quickly intervene in mistakes or delays

• Launched twenty eight new projects in eight months, resulting in 50% decrease in implementation time

• Led implementation team with 30+ process improvements that increased capabilities like QA, resulting in 35% decrease in total hours expended

• Effectively implemented simultaneous projects having $1.2 million in total contract value and approx $400k ARR

• Manage up to10+ daily calls; answered customer questions, and clarified product features, for 100% customer satisfaction rating in FY 2023

• Recommended additional features to customers, depending on needs; generating 10+ new weekly leads

• Implemented PMBOK methodology to launch SaaS networking product, resulting in 25% increase in revenue

• Oversaw implementation of $600k contract for startup, achieving key milestones on time and under budget

• Managed the creation of client tutorial tool, training and onboarding 50+ users and decreasing churn by 4% over clients who hadn’t used the tutorial

• Enhanced customer satisfaction by efficiently provisioning products and services.
• Streamlined the onboarding process for new clients, ensuring timely delivery of resources.

• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.

• The work at Adecco was on site at Vertek Corporation
• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.