Steven Trudell Email & Phone Number

United States

San Diego County, California, United States

San Diego, California, United States

Plan departmental and individual goals for a team of 5 direct reports. Provide regular performance feedback, along with annual reviews utilizing measurable metrics and data. Audit metrics for productivity and quality. Implement process improvement projects to improve customer experiences. Rolled out technology efficiency pickups that cut redundant data entry practices saving team members 20 hours a week of non- customer interfacing work. Oversee team hiring and training processes. Transformed under-performing team to the top team as a result of individual coaching, performance management, and concise/transparent communication. Built and established relationships to manage big box accounts averaging over $80 million in annual revenue leading to increased sales and dedicated relationships with high revenue clients like Lowe's, Petco, Ace Hardware, etc. Developed key performance indicators and team goals aligned with Cali's financial needs. Increased the net promoter score (NPS) by incorporating SOP's geared towards expediting the customer experience. The entire Customer Experience Team boasts a world class rating (70+). Created unconventional training programs for Level 2 Specialists, like mock escalated calls, to develop and prepare representatives for negotiations during the claims process. Also implemented email writing SOP to ensure documented follow-up was clear and geared towards providing a transparent customer experience.

San Diego, California, United States

Handled escalated calls, legal claims, and negative social media reviews with fair and reasonable resolutions while lowering our costs year over year. Served as lead coverage for managers; including associate support, decision making, and team leadership. Trained new representatives on implementation processes and client expectations. Provided feedback on potential hires. Handled 50-150 individual customer product related claims at a time. Implemented tools to improve efficiency, including Google Sheets, Netsuite partner records, and Netsuite inventory management. Worked in cross-departmental projects to align organizational goals.

Greater San Diego Area

Providing new clients with developing a self-sufficient website and implement with the client a sales and marketing strategy.* Educate and motivate clients to drive immediate and long term results.* Manages assigned client base to efficiently ensure each client completes strategies.* Educate Realtors on how to successfully integrate the internet and social media into their marketing.* Works with the client to ensure consistent branding across their website and social media channels.* Overcome technical and business objections of clients.* Emphasize features, quote prices, and prepare sites.* Works as a team with other Z57 departments to ensure the BEST customer experience.* Achieves monthly client retention goals

Phoenix, Arizona Area

• Ensure the branch and vaults are opened and closed on a timely basis• Enforce dual control procedures at all times• Facilitate teller buys and sells to the vault• Balance vaults, coin machines, taxes, FICA, etc.• Audit teller drawers• Maintain monthly branch efficiency logs• Assist new tellers with training• Oversee teller duties and assist line with customer transactions during peak periods• Keep staff informed of pertinent changes in operational policy and procedures• Prepare teller performance appraisals and disciplinary notices as required• Schedule tellers for adequate coverage at all times• Perform pre-audits to insure ongoing adherence with compliance procedures• Maintain and test alarms and other security devices• Keep educated on all deposit, business, and consumer loan products• Maintain adequate supplies at the facility• Balance and trouble shoot ATM/Debit Card concerns• Maintain proper teller and vault cash levels including ordering coin and currency• Report facility-building concerns to maintenance• Ensure excellent customer service skills are practiced by all the teller staff members• Meet with staff regarding branch security and safety issues• Facilitate meetings to disseminate operational information

Greater San Diego Area

Oversees the daily sales and Operations of the storeHelp exceed Company sales and Operations GoalsHire, train and evaluate core teams in the businessOversee the plants procedures and policiesSet and maintain productivity and quality standardsDistribute daily workloads to the store ManagersEnsure Customer excellence and delivery of Quality productsWork with Purchasing, Accounts Payable and FinanceOversee Materials Management departmentsSchedule Maintenance and upkeep of the store facilityManage Vendor relations Schedule store meetings, Safety meetings and Staff meetingsMaintain OSHA compliance