Ken Schaffer, Csm, A-Csm, Safe 6 Rte Email & Phone Number

Carlisle, PA, US

Carlisle, PA

• Project Manager/Product Owner: Major CRM Software Installation – RFP, Vendor Selection, SOW, and PM and PO roles in leading a blended vendor and corporate cross-disciplined team on a three-year, multi-phase deployment.
• Systemic Solutions focused on labor savings – UI, Database, and scripting designed to provide work flow efficiency and enhance the value of linear work flow
• Agent Effectiveness – Designed systemic solution providing daily/weekly/monthly agent/team/division reporting on labor performance compared to production standards
• Business Efficiency, Linear Workflow, Time & Motion Studies – All disciplines working hand-in-hand to define granular change delivering postivie impact to the bottom line budget
• Labor Savings, Labor Forecasting, Business Intelligence – Tying data together to provide validation of labor demand
• Omni-channel Contact Center Management – Customer’s Inbound Calls, Chats, Emails at the division level overseeing a large labor pool

Harrisburg, Pennsylvania Area

I am retired from PHEAA after 23+ years and after nearly 34 years in the Student Loan Servicing Industry. I am grateful to AFSA, ELSI, and PHEAA for a remarkable run. I am thankful for the many opportunities provided to me over the years. I am also grateful to the remarkable group of many talented people that I came to know and worked with over the years.

Harrisburg, Pennsylvania Area

• Provided leadership and direction to a 5-year, $30M Customer Relationship Management (CRM) software installation project. Partnered with the Program Team including Operations and IT fields. Contributed to the.
• Charged with accountability for decision-making associated with installing the PHEAA CRM
• Day to day oversight of a co-located multi-disciplined team made up of vendor and PHEAA staff focused on the delivery of the CRM outlined in the SOW.
• Accountable for direct communication with Executive Sponsors of the PHEAA CRM effort.

Harrisburg, Pennsylvania Area

• Maintained responsibility for managing a team of dedicated professionals responsible for loan operations and enterprise management. Developed production standards used in labor forecasting and supported annual.
• Developed a 3-year trend analysis of all work types related to customer contact including phones, emails, chat, and back office processing.
• Provided recommendations on core system changes, GUI interfaces, and targeted application programming to automatically process activity.
• Accountable for direct oversight of a multi-disciplined team of application developers and business design and testers in a controlled Skunk Works team focuses on innovative systemic efficiency solutions.
• Deployed an Agent Effectiveness Product designed to gauge Agent Performance to established production standards.

• Pioneered the launch of the first 24x7 Omni-Channel Contact Center including Live Voice Over IP, email, and telephony, which supported operational divisions on all aspects involving loan guaranty and loan servicing.
• Accountable for the direct oversight of the team and its growth.
• Oversaw customer web self-service technical support.

Braintree, MA

The servicing arm of Nellie Mae, Educational Loan Servicing Incorporated was a student loan servicing organization.

Long Beach, CA & Utica, NY

Academic Financial Services Association was a student loan servicing organization. It became ACS and was the first Direct Loan Servicing contractor for the FSA.