Steve Weiner Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Developed metrics to evaluate company customer support effectiveness with our clients. Monitor and track individual and team performance. Coach team members for continuous improvement and the attainment of established goals with formal and consistent performance appraisal, reviews and on-going feedback/mentoring. Conduct customer onboarding on using the website service, review KPIs and performance against SLAs, and devised strategies on how to increase adoption. Head of Regional Tech Trainer Support.Key Accomplishments: Introduced structure and approaches to improve collaboration, creative problem solving, and efficiency. Created and developed a customer satisfaction measurement/reporting program providing insight into customer lifecycle and expected retention rates. Overhauled the KW Marketplace Support ticket process, increasing efficiency and raising CSAT score

Greater Philadelphia

New York City Metropolitan Area

Guide daily operations of sales, distribution, and customer service for HobokenFarms.com and Hoboken Farms award-winning products via retail and online sales. Lead daily scrum and weekly stand-up meetings. Key Accomplishments: Partnered with multiple departments to launch the product and website and introduce them to the market. Established onboarding and training programs, KPIs, and SLAs for Sales Teams and Customer Service Representatives. Developed reporting dashboard for sales, forecasts, and inventory. Reviewed internal policies/procedures and created and implemented improvements. Streamlined processes for information gathering and revamped workflow for deliverables, accelerating communication and project execution and creating a seamless flow.

Greater New York City Area

Created the Client Services department for a UK-based SaaS company with $60M+ in revenue and 500+ employees for the launch of their first U.S. office. Played integral role in growing the company from startup to over $10M in revenue within 8 years and eventual acquisition by Thomson Reuters. Managed and trained a team of 10 in Client Services. Onboarded and provided account services to new subscribers, primarily C-Suite and key contacts at Fortune 500 companies and AmLaw 100 law firms with multimillion-dollar subscriptions. Collaborated with Marketing to create and launch campaigns and analyze performance.Key Accomplishments: Established and facilitated procedures for Client Services operations, including authoring multiple training guides, instruction manuals, and SLAs. Collaborated cross-functionally with Marketing, Sales, Web Development, and Data to create the Practical Law company website and ensure an excellent user experience. Onboarded all new hires for Client Services, Sales, Operations, and Marketing; trained them on the CRM system, operation processes, website navigation, and sales demonstrations to drive adoption. Produced a 94% customer renewal and retention rate by analyzing subscriber usage, sales pipelines, and KPIs to determine additional avenues for sales.Awarded “Most Valuable Employee” (out of 250+ U.S. employees) by company-wide survey.

Greater New York City Area

Led the implementation and data migration project to transition from New Video’s in-house inventory/order processing software to Sony Entertainment’s Pegasus system, used for the exclusive distribution of all A&E Entertainment, Scholastic videos, and in-house line of documentaries. Managed the internal Implementation team of five from initial planning through mapping, data cleansing/migration, UAT testing, and final implementation. Under my direction, this project was completed on time and under budget.

Greater New York City Area

Directed and managed day-to-day operations of the Customer Service department including daily business transactions for Video, Infomercial to Retail Products and Music to all major Retail ChainsInterfaced with and advised all departments including Planning and Operations, Sales, Accounting, Production and Distribution and MIS as well as with TM and clientsManaged all retrieval, review, processing and execution of orders via EDI, phone and emailHelped coordinate marketing projects and In-store promotionsVerified accuracy of orders, on-hand inventory, components and raw materialsEvaluated Purchase orders and inventory needs through inventory reservations Initiated manufacturing of goods through customer projections of Purchase OrdersEvaluated overstock, solicit bids for liquidation; entered, processed and executed orders Helped control store inventory and product replenishment via POS and Quick ResponseReviewed all chargeback claims and challenged when necessary resulting in a savings of over $1 million in penalty feesWorked with Creative Dept to create, develop and market new sales programsApproved packing slips for distribution process to DC’s or direct-to-store shipmentsHelp develop new marketing programs and strategies Hired and managed Customer Service Representatives and Operational staff

Communications And Media Studies

Bachelor Of Arts - Ba, Communications, 3.8 Gpa

Activities and Societies: Magna Cum Laude • Member of National Society of Leadership and Success (Sigma Alpha Pi)