Steven Wendel
Gilmer,TX
Summary
Operations and process systems leader with over 10 years of experience building structured execution frameworks across manufacturing and SaaS environments. Demonstrated ability to define standards where none existed, strengthen compliance systems, improve training efficiency, formalize documentation, and align cross-functional teams to deliver scalable, high-quality outcomes.
Overview
18
18
years of professional experience
Work History
Product Experience Specialist
iClassPro
07.2025 - Current
- Designed and implemented company-wide documentation standards for user stories, acceptance criteria, technical considerations, and scope governance where no formal structure previously existed
- Established structured quality gate expectations improving QA clarity and enabling more effective automated test development
- Defined execution standards to ensure consistent delivery readiness across Product, Engineering, and QA teams
- Delivered structured feature training sessions to groups of 50+ stakeholders prior to release
Interim Customer Success Manager
iClassPro
01.2025 - 07.2025
- Directed team operations during leadership transition while maintaining service delivery standards
- Ensured operational continuity, execution oversight, and cross-functional alignment
Team Lead
iClassPro
11.2022 - 01.2025
- Built and implemented scalable onboarding program reducing training time by 40% (5 weeks to 3 weeks)
- Designed and documented structured training framework still used company-wide
- Formalized Customer Support operational processes and documentation standards
- Coordinated daily team execution and performance alignment
Customer Success Manager (Tier 1 → Tier 2)
iClassPro
05.2021 - 11.2022
- Managed customer onboarding, platform adoption, and issue resolution
- Identified recurring systemic issues and escalated operational improvement opportunities
Lead Inspector
ETR
10.2019 - 06.2020
- Joined larger organization to gain exposure to broader operational scale
- Led shop-level inspection operations and coordinated inspection scheduling
- Ensured compliance with applicable codes and customer requirements
- Supervised small inspection team and supported production alignment
QC Manager (Promoted from Inspector within 6 months)
Winston / Royal Guard
08.2012 - 12.2018
- Promoted based on performance and leadership capability
- Managed and developed team of 6 inspectors overseeing production quality operations
- Expanded QC Manual from 13 pages to 42 pages, significantly improving traceability, clarity, and audit readiness
- Designed and implemented enhanced inspection travelers introducing additional checkpoints and strengthened documentation control
- Maintained ASME certification and served as primary liaison to the Authorized Inspector
- Coordinated and hosted third-party client inspectors during active production
- Led project kickoff meetings aligning production, quality, and client requirements
- Developed and managed production schedules supporting compliance and delivery milestones
- Successfully completed final ASME audit with only one required non-conformance issued for validation testing
QC Inspector
Winston / Royal Guard
08.2012 - 12.2018
- Conducted inspection activities ensuring compliance with applicable codes and production standards
Computer Repair Technician
CPU
08.2008 - 08.2012
- Diagnosed and repaired hardware and software systems
- Provided direct customer technical support
- Documented service procedures and repair workflows
Education
No Degree - Computer Networking
Kilgore Jr College
Kilgore, TX05-2010
High School Diploma -
Union Grove Jr/Sr High Scool
Gilmer, TX06-2008
Skills
- Documentation Standards Development
- Acceptance Criteria & Quality Gate Definition
- Scope Control & In/Out-of-Scope Governance
- Workflow Standardization & Optimization
- Production Scheduling & Coordination
- Cross-Functional Team Leadership
- Project Kickoff Facilitation
Process Architecture & Governance
Operations & Execution
- Stakeholder Training & Enablement ( attendees)
- ASME Certification Maintenance
- QC Manual Expansion & Documentation Control
- Audit Preparation & Authorized Inspector Liaison
- Inspection Workflow & Traveler Design
- Performance tracking
- Attention to detail
Quality Systems & Compliance
Timeline
Product Experience Specialist
iClassPro
07.2025 - Current
Interim Customer Success Manager
iClassPro
01.2025 - 07.2025
Team Lead
iClassPro
11.2022 - 01.2025
Customer Success Manager (Tier 1 → Tier 2)
iClassPro
05.2021 - 11.2022
Lead Inspector
ETR
10.2019 - 06.2020
QC Manager (Promoted from Inspector within 6 months)
Winston / Royal Guard
08.2012 - 12.2018
QC Inspector
Winston / Royal Guard
08.2012 - 12.2018
Computer Repair Technician
CPU
08.2008 - 08.2012
No Degree - Computer Networking
Kilgore Jr College
High School Diploma -
Union Grove Jr/Sr High Scool
ADDITIONAL INFORMATION
Optional: Certifications, Technical Tools, Professional Affiliations