Steve Addy Email & Phone Number

Easton, PA

Responsible for customer service in Easton, PA; Sacramento, CA; Lansing, MI. Lead a team of nearly 100 Customer Experience associates supporting $1B in business. Area of service is the entire United States.· Responsible for driving the Customer Centric focus of the business.· Led Process design and documentation for Standard Operating Procedures within.

Dayton, Ohio Area

• Responsible for customer service in Dayton, OH; Denver, CO; Toccoa, GA and dozens of at home agents and process improvement within the customer service. Led a team of 140+ Customer Service associates supporting $300MM.
• Business process owner and subject matter expert, for salesforce.com Service Cloud enhancements and roll-out to over 200 users.

Dayton, Ohio Area

Project Lead for consolidation and move of business unit that consisted of manufacturing, distribution center, call center and full back office and executive office facility. Responsible for customer contact centers which supports the direct to consumer business and vendor relationships.

Spearhead utilization of Lean Six Sigma methodology, Lean 5-S, and DMAIC processes for global manufacturer of office products with 3,800+ employees and $1.8B in annual sales. Train and mentor 25+ Black Belts and Green Belts with 12 teams in the US and in Europe, and manage projects across multiple operations disciplines to achieve savings target of $2.5M+.

Allentown, Pennsylvania Area

• Provided project management, quality leadership, training, and oversight for customer contact center with 200+ agents, ensuring Key Performance Indicators (KPIs) were met or exceeded consistently. Initiated and managed.
• Designed and implemented Interactive Voice Response (IVR) unit that utilized natural language to process customer orders and requests; system automated majority of calls with 97% accuracy rate, and handled 250K+ calls.
• Implemented Aspect’s eWorkforce Workforce Management Software and realized a 20% efficiency within year one.
• Implemented Work-At-Home model with up to 45 members working in two states.
• Saved $80K annually in labor by designing and implementing workflow software and processes to deliver work directly to desktop.
• Identified, developed, and managed three counter-cyclical relationships (barter relationship) that allowed for barter system of labor, reducing overall labor expense by more than 30% annually.