Stephen Stann Email & Phone Number

Vermilion, OH, US

Remote

• Cross-functional and cross-departmental lead and liaison to ensure customer problems are understood andeffectively solved, to improve Net Promoter Score (NPS) and customer traffic / retention. This role.
• CEO of In-App Analytics: Authored all installation and usage parameters of API-driven customer analyticsplatform for click and engagement tracking in our quoting platform. This included creating and providingspecific.
• Full-Scale Engagement: Supported a $15million-spend platform deployment by designing objectives,benchmarking existing data, and providing division-wide reporting on customer experience successmetrics and narratives..
• Improved Worst NPS: Identified and solved a major pain point in System Usability NPS, raising score 10points by integrating a new API-based appetite search function. This decreased major search times by 67%and improved.
• Customer-Informed Changes: Conducted 25+ hour-long interviews with insurance sales specialists andnovices to understand their experiences in quoting and servicing a low-performance product suite.Summarized verbatims.
• Now, Next, Later Roadmaps: Created short, medium, and long term steps for full API-integration andsystem replacement based on learnings and results of System Usability NPS results. Proposed changesenabled a 34%.

• Oversaw prioritization of $250m+ in annual development team spend through Portfolio planning and Backlog management. Worked with business owners from all departments to create and implement Features, establish Minimum.
• Data-Informed: Leveraged in-app analytics platform and internal data cubes to define success and failurepoints for all business cases beyond optimistic Return on Investment (ROI) potential.
• A 'Small' Influence On Others: Encouraged business partners to ideate on small scale explorations beforecommitting to a larger cost effort. Trained and inspired this practice in multiple groups after demonstratinghow.

Los Angeles, California, United States

• Directly responsible for the long term profitable growth of a $100m+ countrywide Business Ownersproduct suite and customer segment. Empowered to achieve goals by coverage, rate, or system changes.Created and shared.
• Exceeded Expectations: Product suite exceeded premium growth and profitability targets for all years.Large Project Experience: Owned, start to finish, a complete rebuild of a $60 million product. Managedmultiple teams.
• Nimble Prioritization: Launched, in less than 3 months, a coverage change to retain a $100k+ account
• Breaking Silos: Co-lead a cross-functional team focused on the product experience and whole customerlife-cycle for a $200m+ product segment. Developed and deployed a new package within 6 months, basedon customer.

Woodland Hills

• Performed all tasks necessary to support countrywide profitable growth, including data reporting, industryresearch, and managing project releases.
• Cross-Functional Problem Solver: Lead a comprehensive update of countrywide Underwriting rules,incorporating the needs and risk tolerances of four departments and three geographic zones.Created a holistic overview of.
• Made an Impact: Developed and deployed an industry-leading coverage enhancement, which generates$3 million in annual premium. This is still an active part of its product suite’s value proposition
• Sharing is Caring: Administrated, wrote content for, and promoted an internal 'Product Wiki'. Used by 30+colleagues to manage documentation and process overview for all of the Product department.

Austin, TX

• Owned the profitable growth of South Texas for all product lines, responsible for 100+ renewals per month plus various agent engagement campaigns.
• Best in Quality & Quantity: Achieved multiple 98%+ grades on quality audits while simultaneouslyachieving the highest volume.
• Nicest Around: Frequently noted as 'extremely understanding and pleasant' even during adverse actions

Simi Valley, CA

- Assist in all activities as needed or desired by upwards of 40 residents.- Respond to potentially life-threatening emergencies.- Maintain sterling & constant relations with residents & family members. Professionally discuss serious topics such as health issues & hygiene. Communicate & interact with those affected by dementia & Alzheimer's.