Stephanie Holzer Email & Phone Number

St Louis, Missouri, United States

St. Louis, Mo

Manager of call center teams onshore and offshore which support People Services, Retailers, Wholesalers, and Suppliers.Migrated call center operations to India and maintain ongoing service and knowledge training of agents.Develop internal department process improvements to achieve optimum results, lower headcount, and produce cost savings.Research issue resolutions and document how to solve for agent SOP's and customer help scripts. Manage ticketing reports, dashboards, and call center data

Greater St. Louis Area

Escalation point of contact for customers, suppliers, wholesalers, and employees in the Business Service Center / Contact Center, focusing on excellent customer service and issue resolution. Consistently working for a higher degree of customer satisfaction through prompt and responsive communication to all incoming requests from customers via phone, emails, or portals.Identifies and develops new ways to assist with customer demands and works as a team to incorporate in scripts, cross train with each other, and integrate the changes promptly into our daily processes.Responsible for meeting and exceeding set targets and SLA’s.

Greater St. Louis Area

Processed all surveys for the helpdesk to provide information on service levels and metrics to our business partners. Process, train, and assist any business unit with requisitions during the transition of decentralization from Procurement to the individual business units. Assist customers and coworkers with AB Mall and SAP applications.Provide support to all employees and consultants on AB specific software, Windows 2000 and XP OS, Office applications, Tektronix model printers, HP model printers, and HP Laptops.Perform support for each helpdesk supporting Brewery employees, Lid and Can plant employees, Corporate and Field users as well as Busch Entertainment Corporation employees.Document each contact with detailed information pertaining to the problem and the resolution.Follow up with customers when occurrence is not resolved on the first point of contact. Follow through on each call until problem has been resolved.

Greater St. Louis Area

Supported Senior Management and any staff that reside or visit the IT department on the main AB corporate campus.Process all new hires, transfers, and terminations in Desktop Support.Produce and send out surveys on a daily basis to maintain the IT Helpdesk’s Metrics.Process all requisitions for any hardware or software purchase through SAP for many internal business units and work with Desktop Support Request and Procurement to source and fulfill their request.Maintain all confidential employee records and information for each employee in Desktop Support. Coordinate all travel for all contractors and employees of Desktop Support.

Greater St. Louis Area

Requisitioned all desktop related products for Anheuser-Busch and its subsidiaries during the Desktop Refresh Project. Managed technology orders from point of entry through delivery by working with internal staff, buyers, and vendors to research and define product needs and execute the order within SAP.Worked with Senior Management and the Desktop Refresh Team to ensure accuracy, approvals, and compliance when obtaining new equipment and software. Prepared reports and analyze data regarding procurement, project budgets, and cost center information. Tracked and resolved open goods receipts and returns while maintaining the highest level of Customer Service. In 4/05, when the project ended, I transitioned to the Process Data Management Team which works through a consolidated mailbox to process Software, Hardware, Access, Blackberries, Moves, and all Personnel issues as they pertain to IT. Within this group my primary responsibilities included handling all Blackberry requests, new hires, conversions, transfers, terminations, and offshore issues.

Greater St. Louis Area

Supplied Human Resource support for small and midsized companies by working with management and employees on site and in house.Produced payroll via Great Plains and ADP software on a weekly and biweekly basis for Exempt and Nonexempt employees for three separate companies. Met with and advised Management regarding Personnel issues, Employment Law Compliance, Time, Attendance, and Benefits. Preparation of Form 5500s and 5500-EZs Benefit filings for over 30 separate companies.

Greater St. Louis Area

Provided Administrative support to Forecasting and Planning, Logistics, and SAP consultants during ERP implementation of SAP. In February 2003 moved to the HRSC (Human Resources Service Center) a pioneer department created to accommodate the Human Resource/Org driven SAP system. Trained and prepared for "Go Live" of SAP which occurred on 3/31/03. In June of 2003 accepted a position as an internal employee of Graybar. Maintained a dual function as Assistant to the Director of the Human Resource Service Center and the Payroll/Time Administrator. Worked on projects and improvements within SAP on Short Term Disability/Long Term Disability's, Benefits, Reporting, and Data Management to further define the process.In July I worked on a team of 6 to reorganize the company’s Organizational structure within SAP and was recognized by the President of Graybar for participation on this project. The Payroll/Time Administrator portion of duties included maintaining and reporting on 7000 plus exempt, non- exempt, and Union status weekly and biweekly employees. This included working with the Call Center via a Remedy system in analyzing and resolving all time issues immediately.Set up and maintained Union and United Way contributions, worked with Union contracts to ensure compliance, and balanced United Way and Union dues back to the General Ledger within SAP. Created Payroll simulations to ensure accuracy.

Greater St. Louis Area

Utilized low and no cost recruiting methods to source, qualify and assess technical, professional, clerical, and light industrial candidates for direct hire and temporary employment.Traveled from one to four offices daily within the St. Louis area mainly working independently and performed initial orientations and reference checks.Responsible for making hiring decisions for placement. Maintained employee and client relations and created a solid customer base.

Overland Park, Ks.

Duties included recruiting via internet, newspaper, person to person networking, and job fairs.Conducted several interviews daily specializing in Web Developers, Graphic Artists, Customer Service and Clerical candidates.Sourced new accounts and maintained customer loyalty due to consistent and ongoing support of the client.Documented all orders, candidates and activity into the Maestro System.Created paychecks weekly for approximately eighty employees in three separate divisions.Dealt with taxes, garnishments, and billing of clients.Handled full cycles of employment issues such as benefits, workers comp, retention, training, counseling, unemployment claims and disciplinary action.Helped recruit and train my replacement during the month previous to my move to St. Louis.