I am passionate about enhancing customer experiences and driving organizational success through strategic innovation and advanced technologies. I specialize in aligning operations with business objectives to deliver exceptional results. I am dedicated to optimizing operations and enhancing customer engagement through strategic innovation and data-driven decision-making. My extensive experience enables me to navigate complex challenges, streamline processes, and lead high-performing teams that drive measurable success.I excel at integrating project management, strategic planning, and change leadership to optimize processes and elevate customer satisfaction. My commitment to fostering high-performing teams and nurturing a culture of continuous improvement has consistently yielded measurable results that redefine industry standards.I thrive on navigating complex operational landscapes, leveraging data analytics to inform decision-making, and implementing innovative solutions that enhance efficiency and customer satisfaction. My expertise in customer experience strategy, partnerships, and cross-functional leadership enables me to drive meaningful change and elevate organizational performance.I am eager to connect with like-minded professionals and organizations looking to enhance their operational capabilities and customer experiences. Let’s connect and explore how my skills and experiences can align with your goals. Feel free to reach out or connect!AREAS OF EXPERTISE Operations & Change ManagementStrategic Planning & ExecutionCross-Functional Team Leadership, including Virtual TeamsCustomer Experience & SuccessCall & Contact Center ManagementSupervision, Training, & CoachingCustomer Service & RetentionNet Promoter Score OptimizationFull Life Cycle Project ManagementStrategic Partnerships & AlliancesIVR Development & EnhancementVendor & Stakeholder RelationsDocumentation, Records, & ReportsWorkflow Productivity LeadershipContinuous Process ImprovementsTECHNICAL INVENTORY Data Analytics and Reporting ToolsCustomer Relationship Management SoftwareAI-Driven Automation ToolsIVR Systems and Telephony SolutionsProject Management SoftwareProcess Improvement MethodologiesCloud Computing PlatformsVendor Management SystemsWorkforce Management SoftwareCollaboration ToolsDigital Messaging PlatformsE-learning and Training Management SystemsAgile and Scrum MethodologiesDocument Management SystemsMS Office SuiteMS ProjectGoogle SuiteQualtricsClarabridgeGenesys Omnichannel
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ProductStealth StartupSalt Lake City, Ut, Us
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ProductStealth Startup Sep 2024 - PresentMountain View, Wy, Us -
Senior Director Of Product — Operations Enablement (2022—2024)Unitedhealth Group Sep 2022 - Sep 2024UsAs Senior Director of Product — Operations Enablement, I drove transformative customer experiences and operational excellence for a leading FinTech innovator in health payment solutions and benefit accounts. Leading a high-performing team of over 10 product and capability managers, supported by engineering resources, I elevated both customer and employee interactions. I directed a capital budget exceeding $10M, strategically advancing the organizational roadmap across critical areas—including digital and telephone service enhancements, AI-driven solutions, claims substantiation, IVR (Interactive Voice Response) and telephony, and CRM capabilities—to deliver effortless experiences that redefined industry standards.• Reduced monthly call volumes by approximately 20,000 and improved digital channel containment by over 15% through the introduction of AI and digital messaging capabilities, leading to an annual savings of $2M.• Enhanced customer satisfaction (CSAT) scores by 5 points and improved first call resolution (FCR) by 3% by integrating and aligning three acquisitions into a unified IVR and telephony system, promoting service consistency and an elevated customer experience.• Achieved over $1M in annual savings and eliminated around 3,000 calls per month by implementing AI technology for auto-adjudicating claims, resulting in a 5% increase in substantiation rates and optimized claims processing. -
Director Of Business Integrations (2019—2022)Optum Financial 2022 - 2024As Director of Business Integrations, I played a pivotal part in aligning newly acquired teams and technologies to corporate standards, driving integration efforts that improved efficiency and consistency across voice, digital, and customer support channels. Leveraging advanced analytics, collaboration, and process improvement methodologies, I streamlined operations and optimized the customer experience while achieving measurable cost savings and operational efficiencies.• Transitioned teams to Genesys voice portal, Nexidia, and Omni agent desktop to align with corporate standards, implementing standardized reporting through Pulse and Power BI, which enhanced operational effectiveness and streamlined reporting processes.• Advanced enterprise-level system integration by executing key initiatives like agent screen pop and establishing KPIs for tracking repeat caller metrics and IVR performance, leading to enhanced data-driven decision-making and improved service delivery.• Increased the Net Promoter Score (NPS) by 7% and reduced repeat caller volume by approximately 10% by creating a dedicated team of 15 representatives focused on resolving recurring customer issues, yielding an annualized savings of $350K and fostering greater customer loyalty.• Achieved $240K in annual savings, improved year-over-year NPS by 5%, and reduced annual call volume by 7% through a Six Sigma analysis with operations and customer care to identify process improvement opportunities, enhancing customer satisfaction and operational efficiency.• Generated $2.5M in annual savings and reduced response time to scale the call center by 15% by establishing a challenger model for call center operations and negotiating contracts with two new third-party vendors, improving scalability and performance.
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Director Of Learning & Development (Operations) (2015—2018)Optum Financial 2015 - 2018As Director of Operations Training, I designed and implemented training programs that enhanced employee skills, streamlined onboarding processes, and improved overall operational effectiveness. Focusing on fostering a culture of continuous learning and communication, I drove performance improvements and elevated customer satisfaction.• Improved employee satisfaction by 10% through the design of an operations intranet page and ongoing communications about technology tips and enhancements, leading to sustained engagement and performance.• Increased customer NPS for new hires by 5 points and saved approximately $350K in new hire costs annually by redesigning product-specific training, which reduced classroom training by 25% and on-the-job training by 14%.• Achieved a 1% increase in quality assurance scores and a 2-point increase in NPS during peak seasons by developing a series of 10 refresher trainings delivered annually to all operations staff, further enhancing customer experience and operational consistency.
Steven A. Martindale Education Details
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Brigham Young UniversitySociology
Frequently Asked Questions about Steven A. Martindale
What company does Steven A. Martindale work for?
Steven A. Martindale works for Stealth Startup
What is Steven A. Martindale's role at the current company?
Steven A. Martindale's current role is Product.
What schools did Steven A. Martindale attend?
Steven A. Martindale attended Brigham Young University.
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