Stephen Palaschak Email and Phone Number

Led, trained, and developed 15-20 underwriting/verification advocates, as well as oversaw their performance by reviewing casework and listening to calls. Delivered strategic support on underwriting queries and escalations during team leader night zoom sessions. Proactively participated in individual review meetings and collaborated on behavior-based performance plans for team members to aid them in meeting performance targets. Documented and maintained all coaching sessions and initiatives… Show more Led, trained, and developed 15-20 underwriting/verification advocates, as well as oversaw their performance by reviewing casework and listening to calls. Delivered strategic support on underwriting queries and escalations during team leader night zoom sessions. Proactively participated in individual review meetings and collaborated on behavior-based performance plans for team members to aid them in meeting performance targets. Documented and maintained all coaching sessions and initiatives. Communicated month-to-date and past 90 days' standings to the advocates by evaluating Call and Casework Leaderboards through bi-weekly updates. Show less

Spearheaded a wide array of support operations including reviewing key processes, driving developmental changes, and directing 30-45 Bloomingdale’s client specialists and coaching leads within an ever-changing call center environment. Coordinated with the auditing team to regulate and review internal QA audits while serving as the omnichannel auditing liaison for 4 years. Deployed robust training and operational practices to develop and facilitate the team in overdelivering all defined metrics… Show more Spearheaded a wide array of support operations including reviewing key processes, driving developmental changes, and directing 30-45 Bloomingdale’s client specialists and coaching leads within an ever-changing call center environment. Coordinated with the auditing team to regulate and review internal QA audits while serving as the omnichannel auditing liaison for 4 years. Deployed robust training and operational practices to develop and facilitate the team in overdelivering all defined metrics to secure corporate recognition and outperform other national call centers.  Played a significant role in the career development of the assigned staff and enabled promotions of 12 direct reports by sourcing career advancement opportunities, as well as mentoring staff for new promotional offers.  Oversaw all phases of the BCOM Client Specialist program from planning to execution and delivery to Bloomingdale’s in 2014 by navigating nesting, coaching, and auditing activities for the last 5 years. Show less

Acted in a client-centric role and provided prompt solutions to escalations. Managed cross-departmental operations including merchandising, performance management, sales, talent acquisition, staff onboarding, and inventory management. Delivered hands-on training to the sales associates for 4 years on the Macy’s Magic Selling initiative and conducted the operational analysis to ensure behaviors were deployed as per the instructions across the sales floor. Handpicked to lead… Show more Acted in a client-centric role and provided prompt solutions to escalations. Managed cross-departmental operations including merchandising, performance management, sales, talent acquisition, staff onboarding, and inventory management. Delivered hands-on training to the sales associates for 4 years on the Macy’s Magic Selling initiative and conducted the operational analysis to ensure behaviors were deployed as per the instructions across the sales floor. Handpicked to lead high-volume Women’s Shoes and Fine Jewelry businesses and outperformed all sales targets by delivering outstanding leadership.  Doubled the revenue from 2007 to 2009 by functioning as the luggage sales specialist and leveraging expertise to develop and deploy strategic initiatives across the department. Show less