Jacques Sredni Email and Phone Number
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As a seasoned Customer Experience Architect with over 20 years of experience, I specialize in transforming customer service processes and technologies. At Stericycle, I boosted NPS from 51% to 72% and customer satisfaction from 67% to 81%. I was part of a group that led a $550M digital transformation, and over my tenure we attained 47% adoption rate of self-service channels and reducing the budget by 25% through process automation. Recognized with the Genesys Customer Innovation Award, I excel in managing complex, cross-national customer relationships and enhancing team engagement. At Deutsche Bank, I developed a CRM program that increased assets under management by $200M and added 9,000 new customers. My expertise lies in elevating customer satisfaction, loyalty, and engagement through innovative solutions. Fluent in English, Spanish, and Portuguese, I hold an M.Sc. in Integrated Marketing Communications from Loyola University of Chicago and a B.Sc. in Industrial Engineering from Universidade de Sao Paulo.
Stericycle
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Director Customer Experience Design - Global Customer Experience Process LeadStericycle Sep 2007 - PresentBannockburn, Illinois, UsStericycle provides regulated medical waste and return management services in the United States and internationally. When I joined the company the Contact Center and the Customer Center areas were an afterthought. I helped to transform this organization and today we are a world class operation.• Conducted significant changes to the Stericycle’s Customer Experience processes and technologies resulting in:• The loyalty index reaching record high levels with gains of 550 base points reaching 73.5%• NPS increasing to an all-time high (72%, from 51%) • Raised satisfaction with customer service (81%, from 67%) and loyalty (74%, from 53%), measured by a third party• Team engagement index reached 78% • Achieve all operational and qualitative goals while keeping budget reductions by 25%+ over 10 years• Created self-service channels and attained a 47% adoption measured by number of interactions• Was awarded the Genesys Customer Innovation Award in 2013 for the creative use of premise and cloud-based system in order to provide exceptional Customer Service• Became the Global Business Process Lead for Customer Experience for “Project Monarch”, a $550 million digital transformation strategy. In this capacity I am responsible for all Customer interfacing systems and processes in North America and EMEAA• Responsible for implementing Customer Surveys and VOC programs
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International Business Development ExecutiveEuromonitor International Mar 2007 - Aug 2007London, England, GbBusiness Development for Latin America -
Crm ManagerDeutsche Bank 2000 - 2003Frankfurt Am Main, Hessen, DeMaxBlue was a Deutsche Bank initiative aimed to acquire high tier customers, offering investment products and personalized financial advice mainly through web and phone. I joined the company on the conceptual phase. My main focus was in customer service, customer acquisition, segmentation, campaign management and business-operations integration. Banco do Brasil acquired a 49% stake in the company in September, 2001, for a US$ 180MM valuation. Customer Acquisition and Customer Experience Management Manager Led a team of 96 people (including two call centers) to develop a CRM program which increased assets under management by US$ 200MM and 9,000 new customers using customer behavioral indicators as a guideline for action.Combined Direct Marketing with CRM program using Siebel software. The program leads an increasing response rate from direct marketing efforts by 55%.Management of vendors (ad agencies and telemarketing) with exceptional commitment to quality, and communication, negotiation, and persuasion skills.Design of requirements for software development process, deployment of technology to meet markets and internal customer needs.Conducted Marketing Research initiatives with focus on channels for customer interaction. -
DirectorCiti 2000 - 2000New York, New York, UsOrbitall was a spin off from Credicard (see below) -
SuperintendentCiti 1993 - 2000New York, New York, UsImplemented a new Telesales area, including training of CSRs; design and implementation of support systems, integration with other sales channels and budget control. An increase of 600% in sales figures reached in one year (550 CSRs in 3 cities). Implemented outbound telesales; coordination with vendors’ nationwide; design of direct marketing pieces and selection of lists by complex criteria; up-sale and cross sale among the company portfolio. Pioneered the implementation of web based selling efforts.Implemented and monitored Loyalty and Retention Programs. Conducted Marketing Research initiativesAs of 1998 promoted to Fraud Prevention area. Worked as Fraud Prevention Strategies Superintendent, accountable for more than 18 million cards. I was responsible for preventing all types of fraud (identity theft, skimming/counterfeit, lost/stolen, mail fraud, cross border and others). A reduction of 88% in fraud figures was reached.
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ConsultantAccenture 1988 - 1990Dublin 2, IeWorked for the Change Management Services group
Jacques Sredni Skills
Jacques Sredni Education Details
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Usp - Universidade De São PauloIndustrial Engineering -
Georgetown UniversityNegotiating For Success
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University Of PennsylvaniaNetworked Life
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Loyola University ChicagoIntegrated Marketing Communications
Frequently Asked Questions about Jacques Sredni
What company does Jacques Sredni work for?
Jacques Sredni works for Stericycle
What is Jacques Sredni's role at the current company?
Jacques Sredni's current role is Jacques Sredni | Customer Experience Architect | Director of CX Technology & Global Business Process Lead at Stericycle | Transforming Customer Satisfaction & Loyalty | Genesys Customer Innovation Award Winner.
What is Jacques Sredni's email address?
Jacques Sredni's email address is js****@****msn.com
What is Jacques Sredni's direct phone number?
Jacques Sredni's direct phone number is +177340*****
What schools did Jacques Sredni attend?
Jacques Sredni attended Usp - Universidade De São Paulo, Georgetown University, University Of Pennsylvania, Loyola University Chicago.
What are some of Jacques Sredni's interests?
Jacques Sredni has interest in Kids, Electronics, Investing, Home Improvement, Reading, Home Decoration.
What skills is Jacques Sredni known for?
Jacques Sredni has skills like Crm, Strategy, Management, Salesforce.com, Leadership, Strategic Planning, Call Centers, Customer Experience, Process Improvement, Business Development, Project Management, Market Research.
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