Stephen J. Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas Area

San Antonio, Texas Area

Responsible for leading global churn retention activities across Product, Sales, Finance, Operations, and Support Departments.Created reporting templates used in daily operations activities. Automated churn reporting partnering with the BI Developer teams. Assisted Support Managers with analytics on customer behaviorProvided opportunities for loss of revenue mitigation activities Consistently increased revenue through detailed audits of billing processes

San Antonio, Texas Area

Served as the liaison between Finance and Support departments for key projects Advised in billing and support systems integration Audited and analyzed vast amounts of data to increase revenue Analyzed sales trends and opportunities on regular cadence. Presented analysis to senior leadership to help drive company-wide initiatives

San Antonio, Texas Area

Responsible for delivering recurring reporting on various support-centered KPIs (Key Performance Indicators) to senior leadership.Performed ad-hoc analytics to address pressing business questions.Drove process improvements across departments focusing on accounting and financial processes. Subject Matter Expert on churn reporting.Developed and led company-wide training for churn processes and projects.

London, United Kingdom

Implemented Unmetered Backup Product for EMEA – Redesigned the addendum, Designed an upgrade tool, Created mass communication. I ran the whole process from Sales to Billing in public for full disclosure for customer Designed the Linux Ticker – which carries all contact info for the business Redesigned the Language Skills Database Designed and implemented the Credit Check Process for Managed AM’s Redesigned the Managed Tech Queues - Changed from AM to Operating system Streamlined the Core Credit portal & Created User Guide Redesigned the New Data Warehouse Device Audit Redesigned the Rackspace Global Accounting Queues Handled all Core Launches i.e. Maintenance Calendar - From dealing with Core BA’s to training the team on the floor Advised and assisted Account Managers when handling Contract Negotiations - For past 2 months, 70% of renewals done by EMEA Managed have been for same revenue or higher. Overall for past 2 months, we have increased UK Managed MRR through renewing our customer base Created Call Handling Guide for EMEA Managed Primary point of contact for EMEA Operations regarding Churn/Accounting issues Implemented the Renewal Push – This raised the number of devices under contract (with MRR) from 62% to 70% in Q4 2008

London, United Kingdom

Responsible for a Team of Eight Designed the EMEA Finance Queue – which streamlined the workload as the team only viewed EMEA tickets instead of whole company Dealt with EMEA Detractors for EMEA Accounting Created User guides for AM’s and Sales – Ranging from the cancellation process, revenue tickets and simple Tax Guides Created a New Commissions Process Designed and implemented an Automated Device Audit Created Revenue Report for CPT - This enabled the team to receive and process 95% of EMEA Managed contracts / tickets within 48 hours of being sold. Oracle SME – For EMEA Accounting Took over responsibility for all EMEA Accounting tickets from the US team

London, United Kingdom

Responsible for processing all EMEA Sales contracts and tickets Audit Sales Teams Commissions Responsible for all Accounting Customer queries Cover for EMEA Collections Team Dealt with Ad–Hoc requests from Finance manager

London, United Kingdom