Project Manager Customer Service

David Stenstrom

**** ******* ***. ** #***** ( Grandville, MI 49418 248-***-**** (

**************@*****.*** ( Page One

Qualifications for Senior-Level Management

Passionate, goal-oriented professional with over 20 years of experience in

customer service, sales, lead generation, training, production, technical

operations, and call center management. Adept at initiating cost

effective, revenue-generating strategies while maintaining top productivity

and customer satisfaction. Displays a background of effectively managing

budgets over $8M and overseeing as many as 300 employees. Aggressively

tackles and resolves issues/problems in a timely manner. Exercises strong

training skills to develop and lead teams toward achieving short- and long-

term goals. Additional areas of expertise include:

Expense Control P&L Responsibility Process Improvement

Contract Negotiations Project Management Start-Up

Operations-BPO

Telecommunications Operations Management Human Resources

Proposal Preparation Interviewing Facility Management

"David's greatest strength is his ability to quickly translate complex

management expectations into executable processes and procedures for team

members. He effectively shows employees both how and why. He develops

real buy-in among team members. His management skills virtually guarantee

that stretch goals will be achieved while budgets are adhered to. His

creativity ensures breakthroughs that can bring an organization to new

levels." - David Paskach, Executive VP/General Counsel & Secretary/Group

President, Schwan Food Company

Selected Highlights

o Increased sales revenue for Schwan's Contact Services by $18M (40%)

and reduced client rates by over $500K.

o Designed and implemented a production restructure, which resulted in

first year cost savings of over $200K. The templates designed for

this restructure became the corporate standard for all future

organizational restructures.

o Spearheaded efforts toward achieving the SQM (Service Quality

Measurement) "World Class" customer service award by performing in

the top 5% of all North American contact centers for five consecutive

years.

o Introduced and initiated on-boarding programs that improved employee

retention by 45%.

o Managed an independent business unit through a two-year turnaround of

$1.1M by implementing a strategy focusing on sales, financial

management, resource initiatives, and operational improvements.

o Successfully negotiated a three-year contract with two dialer vendors

while serving as telecommunications/project manager at Metris

Companies Inc. These negotiations led toward a 22% reduction in

overall dialer maintenance and reduced interpreter per minute charges

by 34%.

o Reduced language line expenses by 10% at Interactive Performance Inc.

through aggressive hiring of bilingual agents.

Career Track

Schwan's Contact Services

Senior Manager - Production and Operations 2003 to 2009

Managed over 275 B2C & B2B contact center agents at two locations (Marshall

and Lake Wilson, MN)-these two locations combined for over $52M in annual

sales, with over 3 million customer interactions annually through inbound,

outbound, and e-commerce channels. Directed activities involving

budgeting, staffing, and P&L (80% of a $9.8M operating budget). Supervised

five direct reports. Analyzed inbound and outbound data and presented

recommendations to executive leadership. Maintained "Do Not Call"

compliance; developed processes and procedures to ensure corporate

compliance with all federal, state, and local laws.

o Improved production efficiencies that returned $125K in the first

year and $200K the following year.

o Worked with continuous improvement teams to design and implement

numerous employee programs, which increased performance and reduced

expenses.

o Developed facility evacuation strategies and a disaster recovery plan

for multiple locations.

o Designed predictive dialing strategies that maximized contacts and

sales per hour.

David Stenstrom

507-***-**** ( **********@**.*** ( Page Two

Metris Companies Inc.

Telecommunications Vendor/Project Manager 1999 to 2003

Headed dialer installations and upgrades for seven Metris locations

nationwide and monitored a budget of over $5M. Coordinated bids, contract

negotiations, financial approvals, equipment orders, shipping, and

internal/vendor resource teams. Purchased equipment. Oversaw hardware and

software and maintenance. Acted as a key contact for problem resolution on

a 24-hour basis; resolved issues within strict timelines.

o Increased overall productivity and effectiveness by carefully

analyzing MIS and Predictive Dialer reports.

o Minimized productivity losses by securing vital resources and

maintaining ongoing communications with business units. Enabled

system uptime increases, which allowed for additional dollars

collected per hour.

o Rebuilt and strengthened a damaged vendor/Metris relationship by

mediating differences, establishing clear expectations, and creating

opportunities for mutual advantages.

Eagle Mortgage Services Inc.

Technical Consultant/Programmer 1998 to 1999

Oversaw data mapping processes of software for an online application to

process mortgage loan documents. Provided guidance in project and

programming management.

o Finished the above mentioned application program on time and within

budget. The application allowed for the elimination of over ten

FTEs. This application is still in place in 2009.

Interactive Performance Inc.

Technical Systems Manager/Operations Manager 1996 to 1998

Led efforts (along with four other managers) in the start-up of a BPO

center for a major telecommunications client. Managed 350 contact center

agents through 4 direct reports. Developed operating structures as well as

HR policies and procedures Trained and coached staff. Ensured that client

goals and expectations were met and exceeded. Oversaw strict budget

guidelines. Assured that company functions were in compliance with all

governmental laws. Upgraded and maintained equipment.

o Successfully set up an entire IT department, which included Davox

Predictive Dialers, a MIS department, and a Help Desk.

o Designed a state-of-the-art attendance system that optimized agents'

time off in balance with staffing needs.

o Promoted to "second in command" within only a couple of months after

joining company.

Integratec (division of Equifax)

Technical Systems Manager 1993 to 1995

Assumed responsibilities for multiple host and dialer platforms.

Maintained relationships with Rolm, Davox, and Mosaic. Designed a helpdesk

and oversaw all campaign strategies and dialer configurations. Created an

implementation team, which consisted of a mathematician, technical systems

manager, and operational technician to manage campaigns from concept

through production.

o Reduced annual dialer maintenance costs by 10% by bringing in

additional dialer vendors.

Education

Southwest Minnesota State University (Schwan's University), Schwan MBA

Short Course

Metropolitan State University, BS in Business Management

Minnesota State Community and Technical College, AS in Leadership and

Supervision

Affiliations

Project Management Institute ( Marshall Area Fine Arts Counsel (MAFAC)

2004 Board Member - Marshall Community Services Advisory Board

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