Mike Stefanski Email & Phone Number

Santa Clara, CA, US

San Jose, CA, US

• Managed Kaiser messaging solution projects on-time and within budget through effective client consultation, vendor coordination, and process documentation.
• Developed and launched a company website, branding materials, and systems (estimator, file management, ticketing, ordering) to improve efficiency and client experience.
• Optimized project delivery by implementing standardized workflows, client job trackers, and SOWs, resulting in improved vendor collaboration and project planning.
• Simplified client interaction by launching a standardized job request form, streamlining project initiation.
• Conducted on-site client consultations, identifying key needs and crafting solutions that ensured successful project deliverables.

London, England, GB

• Managed multiple Digital Marketing deliverables through lifecycle phases, from development, approvals, and final delivery, utilizing project trackers and cross-functional team collaboration to meet deadlines.
• Coordinated with marketing, design, project management, and QA teams in the execution, tracking, and building of project deliverables to meet multiple milestones.
• Optimized project documentation, processes, and workflows, to ensure clear project scope, asset management, risk assessment, and post-mortem for all managed projects.

• Analyzed, researched, documented, and tracked financial performance, production, deliveries, and material trends in the Battery Electric Vehicle (BEV), Semiconductor, and Data Center markets.
• Developed Key Performance Indicators (KPIs), Material Analysis Reports, Growth Models, and Production Trackers for competitive benchmarking, and enabling data-driven investment decisions.
• Conducted comprehensive market research by analyzing forums, media articles, social media, and video content to identify emerging user experience trends in BEV and Semiconductor sectors.
• Generated actionable insights, documenting potential risks and advantages of invested stocks.

San Jose, California, US

• Led a $5M portfolio of Marketing & Healthcare projects to on-time, on-budget delivery through cross-functional team leadership, vendor management, and clear stakeholder communication.
• Increased operational efficiency by 80% for the company's key account by upskilling teams on new equipment and processes.
• Streamlined workflows and improved project management by developing SOPs for Accounts Receivable and Work Order management utilizing the company's ERP system.
• Spearheaded internal training programs for Project Manager and Accounts Receivable roles, boosting departmental efficiency through self-developed processes.
• Developed and managed a purchasing system utilizing 30+ vendors, ensuring quality control, tracked requests, communicated status, and purchase order management.

San Jose, CA, US

• Promoted to manage a SaaS knowledge base platform for 300+ internal and external employees, providing searchable policies, procedures, and FAQs, enhancing team efficiency.
• Implemented daily updates to CSR teams on new policies, process changes, bug fixes, and site changes, decreasing teams questions and requests.
• Revamped and migrated knowledge base content from HTML to a SaaS knowledge management system, improving utilization across primary and cross-functional teams.
• Developed and implemented SOPs on utilizing our CRM system and SaaS platform, improving team adoption, onboarding and training, and resource accessibility.
• Scheduled quarterly reviews of library content to identify areas that need to be revised, improved, and deleted.

San Jose, CA, US

• Managed high volume customer inquiries, researching orders, resolving escalations, educating customers on products, site navigation, and order timelines, increasing customer satisfaction and loyalty.
• Collaborated with leadership to identify and implement process improvements for CSR teams, increasing CSAT by 25%.
• Successfully trained new hires on our CRM system for logging calls, emails, LiveChat, documenting issues, and handling escalation calls with swift resolutions.
• Improved customer experience by documenting detailed customer interactions, issues, and resolutions within the CRM platform, improving CSR agents account review for quicker resolutions.

Los Gatos, CA, US

• Provided exceptional customer service by efficiently resolving billing and mailing issues with a high degree of accuracy, resulting in reduced customer churn and improved retention rates.
• Maintained a quota of 110 calls per day while consistently delivering fast and accurate resolutions to customer billing and mailing issues, utilizing strong documentation skills to ensure seamless follow-up and.
• Achieved a 95% adoption rate for new account creation in response to every customer inquiry, surpassing company benchmarks.
• Led successful training programs for new customer service representatives, resulting in improved performance and adherence to new policies and procedures.

Education record

Psychology, Life Drawing