Stephen E.S. Romine Email & Phone Number

Indianapolis, In, Us

Rantoul, Il

Managing Consumer Support Leadership for Vista Outdoor's Bell+Giro Division. Consumer facing team handling Phone, Email and Social Media Support. Back-end Return Support focused on E-commerce Returns and Exchanges, as well as, Warranty processing. Managing E-commerce Orders and aiding in Fraud Prevention and reducing Product Loss. Experience with various E-commerce platforms such as SalesForce, Hybris, Magento and Shopify. Implemented selling add-on process for Service Representative to help drive sales through our B2C websites (Bell, Giro and Blackburn). Managing our ECOM stock supply through SAP to ensure that our websites maintain proper supply of goods to sell directly to our consumers, while adjusting stock when needed for our Dealer Team to meet their sales orders. 30% SLA improvement during first year on the job along with a 45 second decrease in AHT. Maintaining 90%+ Consumer Support SLA over the duration of my employment while meeting 95.5% CSAT approval rating. Returns Team SLA improvement from 48 hour turn-a-round time down to 24 hours.Vista Brands supported during my employment: Bell, Giro, Blackburn, Co-Pilot, C-Preme, Bushnell, Riddell, Primos and CamelBak.Driving everyday process improvements for SLA, ASA, CSAT, Abandon% and headcount retention.

Urbana-Champaign, Illinois Area

Managing Warranty/ECOM Consumer Service team in Rantoul, IL. Primary focus is driving KPI's, driving customer satisfaction and creating solutions for issues faced in our centers. Products that my team support are: Bell; Blackburn, Giro and Riddell. Creating and implementing methods to drive down cost associated within Warranty division and increasing sales within ECOM. Utilizing new methods to drive customers and products out to greater reach of consumers through Social Media. Launched Live Chat in Salt Lake City Center in February of 2013 to help service 500+ contacts per month.

Decatur, Illinois Area

Managing a team of up to 10 supervisors in Sales/Customer Service and Retail Support. Each team ranged from 15 to 25 agents per team. Extensive work with staffing for all LOB's and a workforce up to 452 seats. Worked with multiple clients during tenure at StarTek and held the #1 site ranking for 8 months through February 2012.Drove KPI's through performance management strategies. Focused on Handle Time, Abandon Rate, Cost per Minute strategies and Billable Utilization.

Decatur, Illinois Area

I worked with agents to help drive sales and to meet client expected numbers. Focused on individual performance and action planning for the team to achieve sales goals. Moved numbers on the top three plans in under three months.

Decatur, Illinois Area

I managed the Sales Team from June 2006 through February of 2007 and a customer service team from February 2007 through June 2007. On the sales team, we saw improvements on total sales and had top quality scores that reached the low 90's.

Greater St. Louis Area

I worked on the High Asset/Goodknight program in the Branch Service department. The High Asset team worked with the top revenue producers that worked for Edward Jones. The Goodknight portion worked with high-level branches that were mentoring newer Invest Representatives. Member of the Diversity team.

Bachelors, Psychology / Minor Business Administration

Associate'S Degree, General Studies