Stephen Sachs Email & Phone Number

Richmond Hill, Ontario, Canada

A group of companies that make various types of medical equipment

Pickering, Ontario, Canada

Leading a team of sales and service technicians in residential and commercial plumbing• Sales management, improved sales close rate, avg dollar sold, time efficiency• Incident management, solving customer complaints and issues• Leading projects to streamline processes• Inventory and tool tracking, replenishment, maintenance• All HR functionality, hire, fire, discipline activities

Canada

Business operations consultation business, helping from start-ups to enterprise companies• Sales/Marketing/Business operations, process creation, standardization, improvement• Management coaching, employee motivation and coaching• Effective marketing and operation collaboration• Project and cross department integration• Integrating project and business software consultation• Currently assisting companies across North America

Toronto, Canada Area

Toronto, Canada Area

• Effectively managed both a delivery and operations team, meeting and improving cost, scope, and timelines• Increased product releases in both Waterfall and Agile, from once a year to multiple defect free releases• Managed over $10mil/yr. in combined Operational and Capital expense budgets to within 1.5% variance across multiple stakeholders.• Increased operational effectiveness to change customer perception and dramatically improve L2R ratings• Oversaw a vendor’s managed services team for incident management of customer issues, voice, data, SMS, billing• Oversaw a vendor’s managed service team regarding day to day changes in implementing price plan changes, cosmetic changes, invoice and feature changes to customer and dealer portals• Managed a Scrum Master, technical analysts, Agile build team, to deliver feature changes to software platform and portals• Successfully negotiated managed services contract, increasing value while reducing Operational costs, avoiding Cost of Living Adjustments• Frequent presentations to C-Suite to communicate activity, future road map, integrated project plan.

Canada

Reported to the worldwide License Council with the mandate to set and adhere to Corporate direction on License Process as it pertained to Canada and ensuring National License Call Center compliance.Authored specific company policy and procedures to meet Sarbanes-Oxley regulations. Partnered with Legal to write policies for Canada. Insured compliance with federal regulations.Used Lean Six Sigma principals to revise and improve the Canadian license renewal process reducing customer complaints (from weekly to less than 1 per month). Improved customer complaint handling process.

Toronto, Canada Area

Launched 10+ new products. Achieved post sale revenue target of 40 %.Executed yearly P&L of over $40mil in revenue, managing cost reduction through process changes. Coached field management in cost improvement initiatives, using Lean Six Sigma resulting in $100K in savings in 2014.Presented quarterly operational review to the VP, providing a detailed analysis of product profitability, reliability and variability, using PowerPoint live presentation.

Toronto, Canada Area

Reported to National Program manager with 18 Tier II support specialists as direct reports. Managed the escalation process from field service and customers to Tier II call center.Created, analyzed and obtained specific team KPIs following a review of call center results. Achieved increase in customer satisfaction from <80% to 98%.Attained an 86% approval rating from team during Voice of Employee Survey, exceeding company average by positively leading a culture change among staff members.Coached via goal setting and regular reviews, mentoring individuals for continued personal and professional development. Led team through individual learning plans.

Toronto, Canada Area

98% success rate for problem resolution achieved through coaching/instructing field technicians.Collaborated with product engineering on product improvement, as liaison between Tier II and Product Development. Attended Subject Matter Expert workshops to improve knowledge.

Toronto, Canada Area