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 schedule• 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• Operations Business Unit Management – Claims Processing, Forms Processing impacting customer account adjustments• Skunkworks Application Development Management – Leading a cross-disciplined team in Agile methodology that provided systemic solutions with a keen inward focus on labor efficiency• Command Center Management – Centralized direction to business unit management on the day-to-day resource allocation focused on compliance with Service Level standards• Inventory Control Reporting – Enhanced reporting to provide intelligent decisioning based on validated data• RFP, Vendor Selection, SOW – Request for Purchase, Vendor Selection criteria, and Statement of Work on major strategy investments• ROI, Business Value – Return of Investment specific to business value with a keen focus on the bottom line impact to labor costs providing data for prioritization of changeLet’s talk to see how any, or all, of these skills can be put to work for you!

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 development of Request For Purchase (RFP) documentation. Handled vendor selection activities. Key Achievements:• 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 budgeting activities. Analyzed linear progression of steps involved in the processing of a specific work type, evaluated upstream/downstream impact of each phase of the activity. Key Achievements:• 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 functions. • 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.