Stephanie Metko Email & Phone Number

Appleton, Wi

Appleton, Wi

Responsible for all aspects of real-time resource management across 7 call centers and 3 time zones.Balanced call volume work load to multiple locations: Allocated more calls to those that can handle them and developed force load balancing strategies for typical situations and peak day conditions.Ensured even allocation of calls flow to all available centers to maximize opportunities to meet objectives. Ensured call center staffing for multiple sites are scheduled efficiently resulting in achievement of their forecasts.

Appleton, Wi

Handled complex escalations in the Uverse sales center involving missed installs, order issues, due date expedites, and coordinated with outside departments to handle customer orders to completion.Gatekeeper for pertinent sales related information from field marketing.Met 30-day sales deadline of 1 cutting edge product with 100% of sales representatives contributing!Prioritized multiple demands when I was the only manager for 20 sales reps on Saturdays.Decreased the number of rejects on referrals to outside departments by educating reps and following up when they had questions.Created and maintained reports used by the sales center manager and sales coaches to monitor sales gaps and progress toward monthly targets.Managed local sales contest budgets making sure they comply to auditable expense reporting guidelines.Subject matter expert for multi-regional billing and ordering systems helping sales team to end orders confidently and care for customers on the first call.

Appleton, Wi

Trained class of 20 new hires for the National Back Office that handles billing and ordering issues from the sales department.Gained reputation for meticulous attention to detail when troubleshooting orders to ensure customer satisfaction.Earned role as first peer coach to NBO team of 36; included leading the team, fielding questions, managing the daily workload, managing team schedules, manager take-overs and serving as liaison between AT&T and AT&T affiliates for billing and toll free service orders.Saved $33,000 in work hours by identifying and eliminating 75% of redundant work in one job function.Teamed with software writers to develop the first Uverse sales tracking tool for the Midwest region. Travelled to Midwest sales centers to train Uverse sales reporting.Coordinated & trained billing audit; Teamed with senior project manager reporting results and progress, and coordinated workload with department lead to finish on time.

Appleton, Wi

Taught Summer School Math to students age 7-9 and was a Substitute Teacher in Grades 1-8 for the Appleton School District. Gained experience in classroom management techniques and how to prepare lesson plans in the moment as needed.

Oshkosh, Wi

Managed a $4MM inventory of automotive components Coordinated the flow of purchase orders, controlled receipts, adjusted orders as fluctuations in sales orders occurred, and expedited orders to meet sales demand.Interfaced extensively with engineering, sales, accounting, manufacturing, shipping, receiving, computer support, and material manager.Improved credibility of delivery of a major supplier ($1.5MM in annual purchases) from 39% to near 100% through better communication.Negotiated with suppliers to control shipments to meet incoming material forecasts without building unneeded inventory.Identified cost saving opportunities and increased efficiency through consolidating supplier base.

Oshkosh, Wisconsin

Managed a variety of functions including tracking input/outputs in the stockroom stores system, setting up pick requests, and entering received material into the system.Assisted with operations, scheduling, and paperwork flow in the stockroom, receiving, service packaging, shipping, and assembly departments.

Data Analytics And Visualization Certificate

Bba, Productions Operations Management

Activities and Societies: APICS

Bse, Education & Mathematics