Steven Marlowe Email & Phone Number

Salt Lake City Metropolitan Area

In this job role, I implemented a customer experience strategy utilizing customer surveys, personal interactions with customers and by hosting Customer conferences (in person and remote) to assess and identify short comings and strengths on our current service model. Through this process it was clear we needed to streamline and improve our ability to provide pricing and quotes quickly along with our overall responsiveness to these requests. Based on this feedback, I developed a comprehensive customer experience strategy to address these weaknesses in our customer experience interactions. Clear measurable goals were set to a clear timeline. I measured the impact of implemented changes to see if they had the intended impact and if not to tweak our approach until we saw measurable change. I create an open and collaborative atmosphere with direct input from the customer facing teams to help challenge the status quo, to resolve issues quickly and to continually improve customer service.• As stakeholder and leader, I developed a fully digitized and integrated pricing and quoting tool for sales team that reduced back and forth to office. It resolved 25% of all quotes requests 90 days of its launch and empowered the sales team significantly. "Getting a price or quote" dropped out of our top 5 improvement areas as reported to us by our customers.• Digitalized the request a quote (RFQ) process by adding it to company's webpage and received 20% of all quote requests from this channel. Turnaround time on quotes back to our customers was reduced by around 50% on average.

Salt Lake City Metropolitan Area

I supervised the client services department including customer support, estimating, project management and the technical support teams. These teams worked directly with our customers, including designers, architects, general contractors and subs. I monitored and evaluated performances and directed corrective measures required to maintain and enhance customer service experience. I also managed leger budgets and reported to the CEO. • Spearheaded and budgeted general ledger worth $2.75 million.• Efficiently managed a team of 50 members and oversaw A&D orders of $75 million.• Strategized and implemented roadmap that significantly improved customer experience by providing direct to customer services.

Greater Salt Lake City Area

Project Director - ATG (Advanced Technology Group): Project Director responsible for providing custom boundary breaking solutions in collaboration with some of America's leading Architects. We provide turnkey design and engineering solutions to realize unique resin based Architectural Installations in the private and public sectors. These projects are truly custom and require a high level of design and engineering. As a Project Director I am fiscally responsible for the project, its engineering and structural integrity and for fully meeting the Architect's design intent in a timely manner.

Las Vegas, Nevada Area

Bid Manager