Stephen Goff Email & Phone Number

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

• Owned technology product portfolio, technology support operations, and system access governance for Target’s Fortune 50-scale contact center business.Selected Accomplishments:
• Introduced a predictive case tagging model, leading to more consistent root cause data and a 64.3% reduction in contacts per order, allowing contact center staffing and ~$150M annual expense to remain flat while online.
• Led implementation of new RedCard Online Account Management (RCAM) platform, driving 1.4M incremental income collection responses, enabling credit line increases of approximately $55 in risk-adjusted revenue per.
• Introduced User Adoption capability, connecting Product, UX Research, Contact Center Operations, and Training, delivering over $2M of annual operational savings.

Greater Minneapolis-St. Paul Area

• Orchestrated multi-year, $64MM contact center transformation program addressing 20 global contact centers and volume of over 120MM contacts annually.Selected Accomplishments:
• Delivered on-time and within budget, leading a matrixed team of 80+ business and IT employees and consultants, including Business Architecture (BA), Organizational Change Management (OCM), User Acceptance Testing.
• Led Salesforce Service Cloud implementation, resulting in 64% reduction of case reasons and 90% decrease in routing rules from the previous case management systems, including integrations with Interactive Voice.

• Led Fraud Prevention, Fraud Resolution, Dispute Resolution, and Bank Secrecy Act / Anti-Money Laundering (BSA/AML) reporting for Target’s co-branded credit card program; implemented and led Fraud Prevention for the.
• Launched Target.com fraud prevention program including vision, strategy, tools, detection model, business processes, staffing plans, expense plan, cross-company and cross-industry partnerships, and communication.
• Drove implementation of virtual messaging, IVR purchase verification, and implementation of fraud outbound IVR, resulting in consistent fraud rate and reduced staffing needs.

Developed and led data analytics function within the Fraud Prevention department, directed Bank Secrecy Act / Anti-Money Laundering (BSA/AML) reporting for Target’s co-branded credit card program, and revamped quality assurance and training programs for the department.

Effected turnaround of fraud prevention performance for Target’s Visa co-branded credit card portfolio, department employee satisfaction, and built relationships with key suppliers and industry peers.

Minnetonka, MN

Established cross-functional partnerships across Best Buy’s expanded e-commerce business and improved fraud screening system, algorithms, and procedures, resulting in 85% reduction in online fraud losses.