Customer Service Manager

Richard S. Stehle

***/***-**** • **********@***.***

Program and Project Delivery

Disciplined, Creative, Quality Driven, Problem Solver

Successfully delivering value to Fortune 500 companies by converting corporate intent into results. Diverse industry

and domain experience. Proficient with structured delivery methods and processes. Strong project planning,

management and governance capabilities. Significant vendor management experience. Responsible for achieving

budget, sales and P&L targets. Responded to customer RFPs, created value propositions, tailored delivery methods,

presented proposals.

Accomplishments and Capabilities

As the Program Controller for the merger of two businesses, managed an $80mm budget targeting monthly

variance within 5% of plan for an 18-month program of 15 interrelated initiatives.

Organized and led development of a Predictive Analytics solution to refine the calculation of premiums for a

commercial Property & Casualty Insurance business. Coordinated in-house teams along with the software vendor

and the off-shore quality assurance team.

Planned and executed the development of a risk-modeling enhancement for a financial services client to derive

how quickly to allow deposits to be withdrawn based on the customer’s risk profile. Met aggressive schedules.

Facilitated the switch between vendors providing internet marketing capabilities for a Personal Lines Property &

Casualty Insurer to lower the cost and improve responsiveness.

Led the Program Management Office’s (PMO’s) planning and control function for the deployment of a custom-

built Policy Administration Solution for a top-tier P&C Insurance Carrier. Tasked with improving the ability to

accurately plan and staff migration projects.

Managed the delivery of a state Department of Transportation’s (DOT’s) outsourcing engagements to provide day-

to-day systems support and development, achieving account profitability and client satisfaction.

Planned and executed concurrent migration efforts taking a Personal Lines Property & Casualty Insurance

Company’s book of business from three legacy mainframe systems into its new, next generation technology.

Deployed a suite of financial software, replacing legacy mainframe applications, to enable better data quality and

more timely access to financial results.

Built a technology plan to guide a Property & Casualty Insurer’s growth into new geographies with new products;

delivered a similar plan for a regional Life Insurance Company.

For an international telecommunications start-up, developed the Human Resources group’s business plan, the

staffing and recruiting plan, and the compensation plan. Selected a software package to enable these capabilities.

Re-designed the new product development process for a financial services firm to refine how products are funded

and to reduce the time-to-market.

Guided the deployment of Clarify as a CRM solution for a manufacturer to facilitate efficiencies in sales and

operations. Led the deployment of Siebel as a CRM solution to enable sales and support efficiencies.

Built custom Premium Accounting System for a large Property & Casualty Insurer.

Remediated a client’s suite of software to ensure Year-2000 compliance.

Built Pension & Profit Sharing Administration System for a Life Insurance Company replacing outdated

technology to improve system performance.

Richard S Stehle

Built and implemented an approach for upgrading the enterprise workstation platforms to Windows 7 utilizing

various dashboard reports to measure & report progress against plan.

Deployed a Statistical Process Control (SPC) technique for measuring improvements in a production systems

support team’s ability to deliver enhancements and provide day-to-day support.

Experience

Independent Consulting • Cary, NC 01/2008 – present

Program and Project Management, Financial Services

Providing Program and Project planning and delivery leadership. Built plans/strategies, established

governance models to measure progress and facilitated project execution.

Sapiens • Cary, NC 03/2007-10/2007

Vice President, Professional Services for Sapiens

Responsible for business development, US client delivery and world-wide product support for the Sapiens

INSIGHT suite of insurance application software (policy management, billing and claims). Accountable for

revenue and expense targets.

Management Consulting • Raleigh/Charlotte, NC 06/1995-03/2007

Solutions Delivery Manager for CIBER

Practice Director for Ballantyne Consulting Group

Senior Manager for Ernst & Young

Provided account management and project delivery leadership. Responsible for practice development,

submitting proposals to prospective clients, achieving engagement objectives and maintaining client

satisfaction. Planned and managed engagement delivery.

Qualex/ISSC • Durham, NC 06/1992-06/1995

Manager of Mainframe Systems Development

Delivered enhanced functionality and production support for mainframe systems. Deployed G/L and A/R

solutions to replace legacy systems utilizing a suite of financial software. Responsible for customer service

levels, budget management, vendor relationships and for staff management.

Progressive Insurance Company • Cleveland, OH 06/1987-06/1992

Systems Manager

Guided ongoing production systems operation. Responsible for meeting customer service levels and for

managing staff performance. Managed relationships with software vendors. Scope of duties included: Loss

Reserving, Payroll & HR, Accounts Payable, General Accounting, Profitability Reporting, (commercial

insurance) Billing, ISO/NAII Bureau Reporting.

United Services Automobile Association (USAA) • San Antonio, TX 06/1984-06/1987

Project Manager

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Richard S Stehle

Implemented packaged financial software. Built and executed project plans. Applications included: General

Accounting (Statutory and GAAP), Financial Budgeting, and Expense Allocation.

Arthur Andersen & Co. • Columbus, OH 12/1978-06/1984

Management Consultant

Advanced from entry level consultant performing systems analysis, design and development to project leader

supervising delivery teams. Responsible for quality of work products and for meeting delivery schedules.

Attended and taught in-house training on methodologies and project delivery processes.

Education & Professional Affiliations

Bachelor of Science majoring in Mathematics, Magna Cum Laude, Kent State University

Society of Chartered Property Casualty Underwriters (CPCU)

Project Management Institute (PMP)

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