Jacques Sredni Email & Phone Number

Bannockburn, Illinois, Us

Stericycle 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

London, England, Gb

Business Development for Latin America

Frankfurt Am Main, Hessen, De

MaxBlue 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.

New York, New York, Us

Orbitall was a spin off from Credicard (see below)

New York, New York, Us

Implemented 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.

Dublin 2, Ie

Worked for the Change Management Services group

Engineering, Industrial Engineering

Negotiating For Success

Networked Life

Master, Integrated Marketing Communications