Stephen Lang Email & Phone Number

Chicago, Il, Us

- Lead a team of four PMs; partnered with Software Developers and UI/UX Designers to drive Avant’s digital servicing product vision, strategy, and roadmap for the credit card product; Utilizing Agile development processes.- Oversee Avant’s digital customer experience platforms for all products. Built and launched two new native mobile apps [640K MAUs]. Upgraded the web dashboard [790K MAUs] to Remix, enhancing our digital capabilities. - Responsible for all internal applications (CRM, Telephony) [650 MAUs] and core platform services (emails, letters, SMS). Successfully re-platformed our backend codebase and migrated frontend applications to bring them in house.- Optimized multi-channel communication strategies across the customer journey - including card activation, credit utilization, line management, and account closures - driving higher customer engagement and portfolio profitability.

Chicago, Il, Us

- Led the Integration Management Office, with support from Ernst & Young, to onboard and integrate Zero Financial’s people, technology, vendors, and processes into Avant’s ecosystem post acquisition.- Launched the Avant Banking online deposit product; acquired 32K customers in six months, expanding Avant’s top of funnel volume and lowering acquisition costs below $100 due to broader application eligibility requirements.- Developed the long term strategy and feature roadmap to complement Avant’s credit card and loan products. Created UE models, defined growth targets, and performed competitive analysis to support strategies.

Chicago, Il, Us

- Onboarded LiveVox, a cloud contact center platform, to modernize our contact center capabilities and strengthen our regulatory and compliance posture, while improving effectiveness and decreasing operating costs by 25%.- Successfully managed charge-off risk for the credit card portfolio by executing on a strategic recoveries roadmap, achieving a 15% YoY increase in recovery rates through enhanced debt sale and debt settlement strategies.

Chicago, Il, Us

- Implemented multivariate testing strategies across multiple channels (outbound dialer, email, direct mail, and SMS), improving credit card collection rates by 10% and reducing costs by 20% from more detailed segmentation analyses.

Chicago, Il, Us

• Head of Internal Tools. Developed the following platforms: Logi Analytics (BI), Salesforce.com (CRM), and Desk.com (Support). Implemented new feature requests and maintained operational functionality.• Managed Support Operations. Cross-trained Support Specialists to handle client and customer support issues. Collaborated with engineers to find the root cause and developed solutions to issues raised through support.• Lead Analyst. Used SQL to analyze data and provide recommendations to drive operational business decisions.

Chicago, Il, Us

Product Manager, Salesforce.com • Scoped and developed functional solutions to create efficient business processes in the Salesforce.com platform.• Managed Groupon’s Salesforce.com roadmap for multiple business stakeholders globally.• Worked closely with developers to drive technical improvements in the Salesforce.com platform.Merchant Capacity Manager, Risk Management • Created and managed the Merchant Capacity process for North America, saving $1.035MM in refunds for 2012.• Automated the Capacity Calculator into Sales’ deal creation software, eliminating the need for head count.• Inventor of the “Merchant Capacity Calculator”, patent issued (13/830243).• Co-inventor of the “Method, Apparatus, And Computer Program Product For Determining A Provider Return Rate”.

Abbott Park, Illinois, Us

• Supervised 17 direct non-exempt employees and over 50 indirect non-exempt and contract employees.• Managed Second Shift Finishing Operations, improving a main packaging line from 52% to 78% OEE as well as increasing a secondary packaging line from 50% to 65% OEE.

Abbott Park, Illinois, Us

Global Supply Planner, Abbott Global Pharmaceutical Operations, Abbott Park, IL • Generated significant savings of more than $275,000 via process batch size optimization.• Increased forecast accuracy from 80% to 95% for Third Party Manufactured products. • Created a Statistical Safety Stock Workbook to optimize Safety Stock levels and reduce FG inventory levels.Strategic Sourcing Analyst, Abbott Vascular, Temecula, CA • Negotiated annual savings of more than $350,000 via improved negotiations with key suppliers.• Identified $514,000 in annual savings through a novel financial risk mitigation project.Packaging Engineer, Abbott Diagnostics Division, Abbott Park, IL • Created innovative packaging to improve environmental sustainability by reducing materials used for packaging.• Ensured packaging configurations were efficient and compatible with equipment, processes, and customer requirements, including executing testing and qualification protocols.Powder Packaging Production Supervisor, Abbott Nutrition Supply Chain, Sturgis, MI • Supervised 28 non-exempt employees and contract employees on Second Shift. • Increased line efficiencies from 70% to 86%.• Identified $232,000 in savings, reducing waste by 3%, through Fill Weight Analytic measurement improvement.

Miami Lakes, Fl, Us

• Project Leader for the Neurovascular QA Lab Kaizen, leading to $247,000 in annual savings.• Implemented standard work packages for the Microcatheter Lean Line, leading to annual savings of $596,000.

Master Of Science, Industrial Engineering

Bachelor Of Science, Industrial Engineering