Stephen Mouser

Led cross-functional teams to enhance operational efficiency and streamline workflows.

Developed and implemented strategic initiatives to improve client engagement and retention.

Analyzed market trends to inform product development and positioning strategies.

Oversaw project execution , ensuring alignment with organizational goals and timelines.

Architected a high-impact customer support and IT solutions framework for a leading real estate tech platform, scaling a 15-person team from the ground up to deliver a 95.6% CSAT and industry-leading KPIs. Leveraged tools like Intercom, AI bots, Slack, Retool, and Confluence to drive operational excellence, empower cross-functional teams, and fuel 15% sales growth by equipping sales with data-driven proof points.

Achieved a 95.6% CSAT rating over two years , surpassing industry benchmarks by 10% and enabling sales to secure enterprise clients through demonstrated support excellence.

Optimized Intercom workflows , maintaining sub-1-minute First Response Times and

Deployed AI bots to deflect 20% of UX-related inquiries to the Help Center, reducing ticket volume and boosting team efficiency while enhancing user self-service.

Resolved 100% of high-priority escalations within 24 hours , using Confluence to streamline documentation and ensure seamless cross-team collaboration.

Built and scaled a 15-person team with , fostering autonomy, accountability, and innovation through Retool-driven process automation and Slack-based communication.

Launched Tech-Ops , an internal support unit, increasing operational efficiency by 30% for customer support, account management, and training teams via custom Retool dashboards.

Mentored a top technician into a leadership role , establishing Tech-Ops to support scalable, AI-enhanced operations, reducing internal query resolution times by 40%.

• Processed cash applications efficiently, ensuring accurate account reconciliation and minimizing discrepancies.
• Analyzed payment data to identify patterns, improving cash flow management and reporting accuracy.
• Collaborated with cross-functional teams to resolve payment issues, enhancing customer satisfaction and retention.
• Developed and maintained comprehensive documentation for cash application processes, ensuring compliance and operational consistency.

• Built strong customer relationships to enhance loyalty and drive repeat sales.
• Leveraged product knowledge to provide tailored solutions, improving customer satisfaction.
• Collaborated with team members to develop strategic sales approaches and maximize revenue.
• Analyzed sales trends to identify opportunities for growth and optimize inventory management.
• Boosted sales by consistently engaging with customers and addressing their needs effectively.

• Designed and implemented engaging physical education curricula promoting fitness and teamwork.
• Led training sessions enhancing students' athletic skills and fostering sportsmanship.
• Mentored junior coaches, providing guidance on best practices in physical education instruction.
• Organized interscholastic competitions, ensuring compliance with safety regulations and standards.
• Evaluated student performance, delivering constructive feedback to support their development.
• Collaborated with faculty to integrate health and wellness programs into school initiatives.
• Worked closely with special education staff to adapt lessons for students with disabilities, ensuring equal access to quality Physical Education instruction for all learners.

• Oversaw daily operations ensuring compliance with safety standards and company policies.
• Developed and implemented training programs to enhance team performance and efficiency.
• Monitored workflow processes, identifying areas for improvement and optimizing resource allocation.
• Conducted performance evaluations, providing constructive feedback to support employee development.
• Facilitated communication between departments to streamline operations and enhance collaboration.
• Led initiatives to improve operational procedures, resulting in increased productivity across teams.
• Resolved conflicts and addressed employee concerns, fostering a positive work environment.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.