Luke Steiner Email and Phone Number
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BRANDING STATEMENT / SUMMARY I am a values-based servant leader who produces strong business outcomes with over 22 years of experience in multiple industries and functions. Such as online/physical IT, IT architecture, retail, services, contact centers and consumer packaged goods industries. As a people person for on-shore / offshore resources I lead, influence executive / officer teams and stakeholders. I have a demonstrated talent for gaining alignment across organizations identifying root causes of issues, streamline processes, creating operational efficiencies and building/executing change management plans. I have a strong understanding of the end-to-end customer experience and it’s relationship with technology. With cross-functional teams I have completed countless number of programs and projects across business units locally, virtually and globally. I am experienced in the integration of IT, services, retail, e-Commerce, operations, contact center, HR, finance, legal and other functional areas.TOOLS / METHODS• Agile / Waterfall• Balanced Scorecard• Confluence / Jira• AWS well-architected framework• Knowledge Management Systems• LEAN Six Sigma• Chat and E-mail SaaS Platforms• MS Office: Word, PowerPoint, Excel, Visio• MS Project / SharepointINDUSTRY APPLICATIONIT Architecture – 7 yearsOnline – 10 yrsRetail / Contact Center - 9 yrs Services - 7 yrsConsumer Packaged Goods - 1.5 yrs EDUCATION• Metropolitan State - B.S. Business Administration DegreeADDITIONAL TRAININGLean Six Sigma (Green Belt) SKILLS INVENTORYOperations and IT• Enterprise IT Architecture• Corporate, Retail, Services Field, and Contact Center Management• Process Development and Improvement• Lean Six Sigma Methodologies• Omni Channel User-Experience Management• Technology System Design and Deployment• Performance Management• Employee DevelopmentSTRATEGY / BUSINESS DEVELOPMENT• Business Strategy• Business Case Development and Analysis• Customer Relationship Management• Negotiation and Contract Management• M&A Integration Management• Transformation and Change Management• Business Process Improvement• Knowledge Management and SustainmentPROGRAM / PROJECT MANAGEMENT• Large-Scale Program Planning and Delivery• Building and Leading Cross-Functional Teams (global and remote/virtual)• Risk and Issue Management • Portfolio / Agile / Release Management • Product Management• Mentorship• Scope and Change Management• Schedule and Time Management• Cost/Budget Management
Luke Steiner Consulting Llc
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- lukesteinerconsulting.com
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Chief Executive OfficerLuke Steiner Consulting Llc Feb 2024 - PresentHam Lake, Minnesota, United States
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Sr Pm Enterprise It Architecture Consultant - Best BuyBest Buy Aug 2019 - Feb 2024Ham Lake, Mn• Created a new enterprise IT Architecture model based on cross-functional team alignment, reference/design harvested pattern libraries and support structure. • Built an enterprise IT product including a decision tool to gain alignment among working teams, stakeholders and technical architects while following aligned patterns.• IT Architecture changes were reduced from 1-3 months with the old 4 separate architecture board approval process down to 1-3 days depending on the complexity.• Hosted office hours and formal board meetings to actively create options with pros/cons to showcase why a particular solution was chosen.• Directed, prioritized and executed over 1,500 application assessments enterprise wide with technical architects. • Tracked and followed-up with remediation plans which needed to be moved forward to a more preferred method. -
Sr Pm Software Development Consultant - Best Buy.ComRandstad Technologies - Client Best Buy Jan 2015 - Aug 2019Richfield, Mn• Lead / Manage 8 development teams at once in agile ceremonies such as daily stand ups, backlog grooming, pre-planning, planning, retrospectives, project plans etc.• Program/Project managed moving 10 years of transaction history data to be a replica available for application consumers via REST APIs. Moving from an SQL based database to Cassandra.• Within 4 years managed our development teams to create well over 40+ microservice applications.• Communication planning, escalate decisions to cross functional teams and sponsors.• Responsible for financial roll up of over $12M+ and management of project work.• Developing and maintaining the project schedule
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Retail Services Strategy - ConsultantWalmart Ecommerce Apr 2014 - Oct 2014San Bruno, Ca• Built business cases, financial and operating models that align with Walmart's strategic initiatives. New businesses are projected to achieve $50M in profit in FY16. • Researched industry best practices and built the 3 year road map for the Walmart.com Innovation team. • Designed and executed a business process outsourcing vendor selection RFP which determined strategic partners for Walmart.com. -
Senior Program Manager - Consumer CareThe Schwan Food Company Nov 2012 - Apr 2014Bloomington, Mn• Managed initiatives to identify and remove consumer barriers in support of the Schwan’s Home Service strategic roadmap. • Improved capturing customer contact information by researching, designing, and implementing mandated FCC changes, modifying auto dialing practices, and ensuring compliance.• Built the three-year chat/e-mail roadmap for Schwans.com and the call center by researching best practices while gaining alignment with stakeholders. Included Click to Call, chat engagement placement on Schwans.com and canned messaging efficiency changes.• Supported the customer experience design of the Schwan’s Mobile App. Utilizing best practices from previous experience with Best Buy and Geek Squad’s Mobile Apps.• Lowered yearly expenses $200K, added capabilities, measuring customer relationship in field service, contact center and holistic Schwan’s experience by integrating new Net Promoter Score (NPS) solution, enabling analytics and insights, leveraging SaaS vendor.• Increased market reach by designing, developing training and implementing Schwan’s partnership with American Association of Retired Persons (AARP) customer and agent experience at call center. -
Senior Manager - Contact Center OperationsBest Buy Jul 2011 - Nov 2012Richfield, Mn• Led and managed a team of 37 contact center quality, training, workforce, real time, and project operation team members. Key accomplishments include:• Managing 22M contacts a year with four vendors in 13 locations (on-shore, near-shore and off-shore) while meeting all SLAs.• Achieved a 79 Likelihood to Recommend score in 2012; earning highest results ever in Enterprise Customer Care driven by using the Clarabridge analytics for improvements.• Reduced handle time by one minute for the computing support program; the third largest contact type at Best Buy.• Developed and performance managed four employees finding different roles that better suited their talents. • Built a knowledge management system (KANA) which supported frontline agent needs for the computing category. Resulting in lower handle times and improved first contact resolution.• Increased staff transitioning time by creating Quality / Training team handbook, providing on-boarding material for new team members.• Reduced training hours and saved $300K in 2 months by creating pre / post training and testing method for staff.• Modified the IVR platform to make the experience easier for customers. Removed 80% of order status volume; saving $2.4M in expense annually.
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Store Systems Capability ManagerBest Buy 2010 - 2011• Built and owned a $30M financial portfolio for retail telecomm and network capabilities.• Launched VoIP telephony systems at Best Buy Stores enabling cross-channel labor usage with the contact centers. This foundation will lead to $1.8B in projected sales in three years.• Launched Microsoft Communicator chat capability in all stores enabling real time store-to-store communications over a network compared to using a phone line. • Designed and managed the fiber bandwidth, wireless access point, and IP upgrade changes in 30 ‘Connected Stores.’• Deployed a returns monitoring system, TRE, with a unique algorithm for learning and driving business case benefits, which ended above plan at 3.3% on a goal of 3%.• Gathered retail (Field and Corporate) feedback translating business requirements to workable system deployments.
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Services Strategy ManagerBest Buy Dec 2008 - Mar 2010• Researched, designed, and implemented a remote computer repair model turning a negative $3M cost center business into a profit center resulting in a customer rating of 4.9 stars out of 5. The model is still in operation today.• Led the strategy and execution for Geek Squad services for the Best Buy new store remodel project; resulting in the Geek Squad being the central hub of the store.• Developed the Services Home Automation strategy for the Emerging business platform, which included energy generation, in-home automation management, and electric vehicle support.• Assisted the Best Buy Capital team in developing evaluations on company mergers, partnerships, joint ventures, and acquisitions.• Investigated, recommended, and closed all Geek Squad Stand Alone stores in 2010 eliminating year over year NOP losses.
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Project ManagerBest Buy Co., Inc. Oct 2006 - Dec 2008• Designed and led the training and command center activities that launched the new Geek Squad Protection warranty program; affecting 150K employees. • Project managed and drove change management activities combining 4K on-site home theater and computing technicians; resulting in a 9% productivity gain and created a leadership structure for Services personnel.• Project manager and computing repair subject matter expert for designing, building and launching Geek Squad City which is a 165K square foot electronics repair facility. Tasks included creating process flows, diagnostic capabilities, and implemented culture design elements. • Designed, identified vendors, and implemented a workforce metrics system tracking Geek Squad technician locations to improve efficiency.
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Alternative Channels Agent - Services MarketingBest Buy Oct 2005 - Oct 2006• Developed and implemented sales strategies to acquire new customers through lead generation and relationship building.• Guided team leads on operational capabilities of Geek Squad services for Comcast, Verizon, and AT&T partnerships.• Designed and implemented operational tests, pilots, and national implementation for partnerships such as Sprint, T-Mobile, and AT&T.• Built requirements to create a new Geek Squad PC services value based pricing model.
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Geek Squad Special Agent/Retail Customer Service/SalesGeek Squad/Best Buy Apr 1999 - Oct 2005• Organized and implemented computing solutions for consumers and small businesses.• Trained Best Buy employees on Geek Squad culture.• Consulted and appeared on Fox 9 News detailing how to prevent getting viruses and spyware on computers.
Luke Steiner Skills
Luke Steiner Education Details
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Business Administration And Management, General
Frequently Asked Questions about Luke Steiner
What company does Luke Steiner work for?
Luke Steiner works for Luke Steiner Consulting Llc
What is Luke Steiner's role at the current company?
Luke Steiner's current role is Luke Steiner Consulting - Sr Program / Project Management, IT architecture, Services, DotCom, Retail and Contact center experience..
What is Luke Steiner's email address?
Luke Steiner's email address is lu****@****uad.com
What schools did Luke Steiner attend?
Luke Steiner attended Metropolitan State University.
What are some of Luke Steiner's interests?
Luke Steiner has interest in Science And Technology, Children, Economic Empowerment.
What skills is Luke Steiner known for?
Luke Steiner has skills like Cross Functional Team Leadership, Customer Experience, Retail, Leadership, Customer Satisfaction, Team Leadership, Team Building, Strategy, Inventory Management, Performance Management, Process Improvement, Operations Management.
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