Service Delivery Director

Stephanie Schafer

*****************@*****.*** • 970-***-****

Service Delivery Director

Motivated Service Delivery Director, leads design and implementation of service delivery programs, ensuring a positive client experience. Delivers program forecasts, providing optimal operational resource allocation. Serves as the primary interface and point-of-contact between clients and company to provide for client feedback and resolve service problems. Qualified, effective leadership, delivering strategic programs of multiple contact management centers.

Superior Leadership Experience – Professional tact Negotiating – Large Team Global Service Delivery – Financial Acumen – Positive Influencing Skills – Program/Project Management

Professional Experience

Panorama Consulting – Denver, CO

Project Manager, Service Delivery Consultant 2016 to Present

Deliver client service projects and logistics that positively impacts service delivery. Create systems, processes and qualified staff to support service of overall client’s operations.

Selected Contributions:

Oversee and lead a strategic program in multiple contact management centers with primary responsibility for one key client; handles one major account or multiple smaller accounts from design to implementation

Collaborate with Business Development team influencing new partnerships and revenue growth

Define program/project requirements, develop tactics and oversee implementation activities to deliver client business goals and objectives

Manage client project controllable; ensuring delivery, integrity, activities and commination

Assess current client program and recommend improvement opportunities; program development, integration, program design: programming, scheduling, training, system installation, resource management

Develop actionable plans to balance short/long range goals while ensuring project completion is timely and effective. Conduct quarterly business reviews with the client

Agrium, Inc. – Loveland, CO

Global Service Support Director 2013 to 2016

Management, planning and delivery of global management support & services. Field Operations Management. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals and promotions.

Selected Contributions:

Management of large team of global programs

Drive a highly efficient service center infrastructure to support expanding global multi-channels

Merged 27 disparate service systems into a single solution for the entire company, saving over $1Million

Created rigorous and comprehensive quality and safety assurance programs to provide timely and quality based customer solutions/implementations; increasing client satisfaction 71%

Maintain a working knowledge of the entire call center operation as well as project operation

Contractual service requirements of an $84M, 7-year, Best Effort IT outsourcing contract

Work with Quality Assurance to ensure consistency in call evaluations and with Workforce Management to ensure forecasting and staffing needs are aligned

Recruiting, training, hiring, discipline and discharge

Received CIO Award for Organization Innovation Leadership, 2015

Colorado Media Management – Colorado

Customer Service Director 2012 to 2013

Accountable for managing transactions for high-profile global accounts totaling $1B+ in managed spend.

Selected Contributions:

Recruited by General Manager to step in and restore client relationship and achievement of service levels for North America

Managed assurance of safety departmental policies

Restored service levels from failing to exceed customer satisfaction goals by 41%

Implemented key performance indicators for service metrics to ensure quality and timeliness of service delivery and field operations

Increased first call resolution from 55% to 86%

Managed P&L at + 60%

Oversaw 100% compliance of meeting SLA's and KPI's in accordance with standards

Reduced support costs by developing new workflows and support processes

Received CMNM Innovation Award in 2013

USA Today, Inc. – Gannett, CO

Service Operations Manager 2010 to 2012

Managed Help Desk service delivery and performance. Coordinated overall services with the customer for daily customer support, change and incident management. On-site customer advocate and primary interface for customer at the Service Desk on all issues. Developed and delivered weekly and monthly reports on Profit and Loss, and Service Level Agreements, creating continuous improvement plans.

Selected Contributions:

Motivated, and inspired service delivery teams; Creating and delivering best service improvement strategies increasing service and sales performance

Identified service standards, created KPIs, SLAs and revenue goal management; forecasting projected revenues, YOY comparison, creating plans to increase performance

Service team budget; delivering increase of service levels while 12% under budget

New Business Development planning and achievement; delivering revenue increase of 17%

Led new products launch by identifying new opportunities, researched product possibilities, collaborated with clients and created campaigns

Colorado Media Management, Greeley, CO

Client Services Director 2006 to 2010

Directed Managed Service site operations, with 21 direct reports and staff of 60. Interfaced with corporate and client management to maximize success of client service delivery.

Selected Contributions:

Inspired and directed service team with best practices in delivering quality customer service

Developed multiple training webinars to improve staff performance, increasing client experiences by 61%

Design and delivery of complex technology platforms to build ease of service with interaction of clients

Grew revenue 29% through business development

Training and Communications Director – Media News Group, 1991 – 2006

Educational Background

FIDM, Los Angeles, CA 1989

ITIL 2013

PMP Certification 2014

LEAN/Six Sigma 2015

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