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Stephanie Nye-Schnaithmann

Camp Hill, Pennsylvania 17011 adlyy1@r.postjobfree.com 717-***-**** LinkedIn Customer Success & Program Manager

Dynamic, highly technical, hands-on Customer Success and Program Manager with a wealth of knowledge and experience delivering outstanding customer service, navigating highly complex technology programs, and building talented teams that support new initiatives. Deploy new strategies and methodologies that automate, streamline, and enhance the quality of program deliverables supporting critical business processes. Facilitate transparent communication with internal teams and external business partners for improved satisfaction across the board. Additional technical skills in Windows XP/NT/2000/Vista, Microsoft Office, Clarity, and Remedy-Based Systems. Proven expertise in:

● Customer Experience Excellence

● Relationship Development

● Project Management

● Consultative Selling

● Performance Evaluation

● Workflow Efficiency

● Expense & Budget Control

● Motivational Team Leadership

PROFESSIONAL EXPERIENCE

E&E IT Consulting – Mechanicsburg, Pennsylvania

Program Manager, 2015 to Present & 2010 to 2011

Strategically oversaw, coordinated, planned, and managed the Genesys Call Center project for the Governor’s Office of Administration for the Commonwealth of Pennsylvania.

Seamlessly transitioned and automated processes between the Verizon and Genesys platforms. Boosted efficiency and effectiveness across both applications.

Fostered a collaborative environment between teams based on transparent communication, trust, and mutual respect.

Ensured program deliverables were executed on-time, within budget, and often above stakeholder expectations.

Commonwealth of Pennsylvania – Harrisburg, Pennsylvania Utility Investigator, 2013 to 2015

Conducted interviews, investigated complaints and rendered decisions in action by consumers against utilities. On and off-site investigations of damage alleged by claimants. Learned, understood, and applied applicable state laws when rendering decisions. Developed solid, professional, working relationship with utility personnel in order to complete investigations and have an open exchange of information. Maintained a working knowledge of all legislation as it pertained to utilities. PPL Energy Assistance Manager, 2013 to 2015

Collaboratively led the OnTrack program, inventory management processes, and other program goals/objectives. Frequently and transparently communicated across the organization. Stephanie Nye-Schnaithmann Page 2

Removed obstacles that hindered excellence in program performance. Improved the efficiency, quality, and timely delivery of key program milestones.

Reviewed OnTrack program data, information, and other performance KPIs. Adjusted strategies based on forecasted and actual performance.

Motivated, trained, coached, and mentored a high-performing team that routinely exceeded the expectations of senior leadership.

Public Consulting Group – Harrisburg, Pennsylvania Manager: HIC SIS Helpdesk, 2012

Guided support activities to the Home and Community Based Services groups. Assisted Helpdesk Agents, strengthened knowledge, and honed technical/customer service skills.

Liaised between the Helpdesk team and key members in all program areas. Synchronized helpdesk operations with program goals/objectives. Level III Communications – Mechanicsburg, Pennsylvania Customer Service Manager, 2003 to 2009

Directed a high-performing team of 28 Installation Coordinators that installed data circuits, analyzed orders, and orchestrated all other aspects of team leadership and performance.

Swiftly addressed customer escalated issues and avoided additional dissatisfaction. Transformed dissatisfied customers into satisfied, loyal patrons.

Executed strategic initiatives that focused heavily on process improvement and efficiency across the board.

Facilitated comprehensive training programs that empowered team members with new skills in the areas of telephony, customer care, and ISS. Regional Customer Care Manager, 2002 to 2003

Trained and motivated a team of five to eight General Managers and 45 Customer Care members. Actively recovered millions of dollars in revenue through robust collections procedures. Customer Service Supervisor (Government), 2002

Optimized and streamlined the daily workflow of an 11-member team of Communication Consultants and a 13-member team of Customer Service Administrators. Communication Consultant (Government), 2000 to 2002 Acted as the main point of contact for accounts, facilitated transparent communication with customers, and quickly troubleshot and successfully resolved escalated problems. Customer Service Supervisor (General Business), 2000 Orchestrated schedules, tasks, and operational goals for a 14-member team comprised of customer service and operational support specialists. EDUCATION & CERTIFICATION

Bachelor of Arts – Health & Human Services/Social & Criminal Justice Ashford University – San Diego, California

COMMUNITY INVOLVEMENT

Court Appointed Special Advocated (CASA); Children’s Hospital at Penn State Hershey Medical Center; CONTACT Helpline; Domestic Violence/Rape Crises Hotline & Shelter