Stefanie Cramer Email & Phone Number

Lake Forest, Illinois, Us

Co-led multi-year Customer Service Modernization Project overhauling all aspects of contact center technology, operations, and reporting:Technology Implementation• Implemented new telephony system (Five9) and structure including new routing protocols, IVR scripting, and self-service functionality• Built out new Workforce Management System and Quality Assurance software for over 250 agents and their supervisors• Assisted in the “data first” build out of new CRM/Case management system (Dynamics365)Operational Development• Developed forecasting methodology and schedule optimization.• Streamlined skilling and call routing for easier contact center management• Implemented new After Call Survey program to gather direct feedback from callers• Automated HIPAA automation to reduce call handle timeReporting • Served as key business point of contact all reporting and data capture efforts for new systems• Operationalized call center data to automate ongoing reporting for key clients and special teams• Developed new, actionable reporting in Tableau for contact centers, and agent performance to allow for fast issue-identification and resolution

Chicago, Il, Us

• Moved from the Success team to the Operations team to work cross-functionally in building scalable processes, drive analytics, and bring customer feedback to the forefront.• Developed, improved, and automated internal processes including cross-departmental billing requests, new client handoffs, and review generation• Worked closely with Business Intelligence to create comprehensive customer feedback analyses for product teams.• Partnered with the Data Team to develop a predictive customer health score using machine learning (in process)• Developed dashboards and analytics using SQL to shed light on the impact of different teams and projects including Onboarding, Implementations, and account sources (sales vs. self service).• Documented and led troubleshooting efforts for errors related to 3rd party integrations, marketing campaigns, and internal processes.

Chicago, Il, Us

• Oversee the execution of key initiatives related to churn/growth including increasing department efficiency, assisting with project planning efforts, and managing resource allocation. • Work cross-functionally to champion and expedite deliverables for the Success Department.• Oversee reporting and provide detailed analysis as it relates to Success Department KPIs and project outcomes.• Provide ongoing analytics for Success campaigns, contests, and activities.• Research, develop and optimize the Success the toolset as the department’s needs evolve.

Chicago, Illinois, Us

Strategic role reporting directly to the CEO to carryout special initiatives including operational improvements to manage existing business processes, and re-engineering outdated practices for scalable growth.Overhauled business development procedures:• Restructured team of 45 international contractors and revamped operations to reduce lead qualification time by 75%• Implemented new call center software and increased team productivity by 200% • Designed and executed lead management plan to improve account and contact data accuracy by 86% Led cross-functional initiatives:• Partnered with internal technology team to deliver Salesforce buildout tailored to existing business processes, developed training program, and oversaw implementation for approximately 40-50 users across 3 departments• Participated in annual strategic planning• Contributed to company culture by implementing initiatives including “PreScouter Fantasy League” to increase cross-functional communicationDeveloped the Account Management Department:• Served as Player-Coach, both managing an individual portfolio and supervising the team.• Hired, trained and mentored team of 3 Account Managers, and fostered a collaborative sales environment to double resales revenue from $0.5 mil. in 2014 to $1.1 mil in 2015• Established the role of the Account Manager throughout the client journey and forged partnership with science department to systematically improve services and ensure client success• Created first marketing materials, presentations and proposal templates to re-engage former clients

Lincolnshire, Illinois, Us

Managed a $6.8 million book of business of over 400 companies, school districts and government organizations across the nation.• Outperformed goal by growing sales at 8% annually (top 10% in the department)• Executed strategies to gain share of wallet in key growth categories including janitorial and breakroom supplies• Increased complex account penetration by developing customized pricing programs for each account• Created marketing materials to support initiatives for all education sales reps including focused campaign to re-capture K-12 classroom spending redirected by state regulation

Chicago, Il, Us

Responsible for the day-to-day workings of the Memory Research Lab (PI: Dr. David Gallo) including maintaining all research protocols with the Institutional Review Board, creating progress reports, assisting with expense reports and database management• Led recruitment efforts for a wide range of participants including students, healthy older adults and dementia patients • Ran all aspects of study on the effect of dementia on meta-cognition including developing the experiment, testing participants and analyzing data in Excel and SPSS• Served as key liaison with outside research groups and organizations including Rush Memorial Hospital, the Feinberg School of Medicine at Northwestern University, and the University of Chicago Medical Center

Chicago, Illinois, Us

Directed activities for a $1 mil federal grant to train clinicians and educate pregnant women on the effects of substance use in pregnancy across 6 states a clinical training program across six states and managed a remote team of 4 researchers• Analyzed and assembled bi-monthly data reports for the participating health departments• Created grant progress and performance reports, and managed IRB protocols• Monitored progress among research cohorts to ensure data completion across 3 research and intervention projects• Developed and co-authored the empirical basis and evaluation plans for new grant proposals, and obtained $400,000 in funding from the National Child Traumatic Stress Network to pilot a novel treatment program