Stephanie L.

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• Member of senior leadership team, recruited by CEO as first operational leader to restructure and lead Customer Operations department responsible for all of customer onboarding, support, success, and payment operations
• Lead Customer Success and Support Teams through series B funding and rapid growth, supporting an 11x increase in partners and over 1 million monthly site visitors
• Set up and implemented KPIs and performance reporting to ensure team productivity, including performance dashboards within CRM to track team activity and goals
• Under my leadership, SLAs across all channels increased from 50% to uniformly over 90% and we increased CSAT from 4.0 to consistent monthly 4.8 out of 5 stars
• Designed and implemented outreach program focused on promoting payment usage resulting in a 50% increase in conversion across partner network within the first 90 days of launch
• Created, implemented & managed trackable processes for all of payment operations including invoicing, escalations, refund processing and collections, account closures, disputes, and payments in review
• Developed & implemented initial recruitment process along with Learning & Development programs
• Partnered with sales, marketing and product on all customer strategic initiatives including creating processes to roll feedback up directly from users for incorporation into our product roadmap

Partner with early and growth stage startups to ideate on, create, and build out exceptional operations and post-sales teams and functions. Previous companies include: Tower Capital, Redesign Health, Caviar (acquired by DoorDash), Dash (acquired by Reserve, acquired by Resy), Brandibble, Partender, and BrandYourself

• Internal Operations: establishing general scalability for growth, creating highly efficient business operations including transition plans, interteam communication processes, and external customer/sales/product/payment operations workflow models
• People Operations: on-boarding / off-boarding, learning & development, capacity planning, recruiting, career development, coaching, performance management, office / physical work space management, employee engagement & satisfaction  
• Post-Sales: customer/client onboarding, support,  success, retention tactics, escalations, trackable KPI dashboards & goals, customer satisfaction tactics, QA & feedback flows, scripts and templates, CRM set up & work flows 

Find work that's worth it.

• Led Client Services Team responsible for client onboarding, including photo & video shoots and edits & launch of profile
• Collaborated with Sales, Account Management, Production, and Product teams to create efficient processes
• Managed quarterly data reports, measured efficiency and impact, and utilized data insights
• Led process-improvement projects to elevate the client experience
• Evaluated historical client and business data for insights on how to maximize revenue and drive incremental opportunities
• Created & established employee onboarding plan, including KPIs, communications, SLAs, escalations, and CRM dashboards

Building the future of payment technology. Our signature product, SwipeSimple, is used by 125,000+ small businesses.

• Member of Senior Leadership team and attended quarterly board meetings
• Hired as 15th employee to lead People and Customer Teams; the company grew to 55 people across two offices
• Led client service team with >50k merchants; ensured team productivity via KPI and SLA implementation
• Under my leadership we enhanced customer support metrics such as same-day client inquiry response rate (45% to 95%,) same-day email response time (under 4 hours) and CSAT ratings (over 90%)
• Led People Operations function for the first 2 years of my tenure at CardFlight
• While leading People Operations: created and implemented company values, internal process flows, learning & development programming, employee handbook, internal communications, recruitment processes, performance management, benefits offering, onboarding a

Since being founded in 2010, SinglePlatform has been helping local businesses get new customers by enabling them to publish their most important information everywhere consumers are making decisions online. Over 40,000 businesses rely on SinglePlatform everyday to showcase and update their menus, products, and services on the web's most popular sites and apps, all from one place. After being named one of the most promising startups in America, SinglePlatform was acquired and joined the Constant Contact family in June 2012. Visit http://www.singleplatform.com for more information.

• Recruited by CEO to join founding executive team; guided startup from inception through acquisition: http://www.businessinsider.com/another-big-exit-for-ny-startups-singleplatform-gets-acquired-for-100-million-by-contant-contact-2012-6
• Built and managed team responsible for merchant/new partnership onboarding; increased onboarding rate from 70% to 94%
• Designed and implemented customer outreach program focused on collections for outstanding merchant monthly/yearly fees, doubling projected revenue
• Built and managed a 20-person Customer Experience department; increased customer retention from under 60% to 97%
• Led CRM setup and execution for sales and merchant support; originated scripts and process flow for 10,000+ merchants
• artnered with sales, marketing and product on strategic initiatives, specifically the rollout of new merchant technology
• Designed and managed merchant billing, including payment storage, processing, and compliance
• Led People Operations function pre-acquisition inclusive of recruiting, terminations, benefits, payroll, office management, employee motivational programs and continuous education

seamless, a grubhub brand, is a leading online and mobile food-ordering service that shows diners local restaurants available for delivery or pick up. seamless serves diners across the country, and apps for ipad, iphone, android, and blackberry devices are available to download for free. every seamless order is supported by 24/7 customer service.

• Hired and hand selected as the 10th employee into newly created manager role tasked to liaise amongst corporate sales, restaurant sales and customer service
• Led team from startup stage through acquisition by Aramark in 2006
• During my tenure we earned recognition by the Deloitte Technology Fast 500 as the fastest growing Internet services company in North America
• Recruited and managed team responsible for supporting and onboarding of 7,000 US and UK restaurants
• Conceived distinct merchant onboarding and customer service teams resulting in 50% increase in restaurants onboarded
• Headed restaurant CRM setup, including support, salesops (sales pipeline management, contracts, billing)
• Designed employee training programs pre-acquisition and launched pilot team designed to increase restaurant satisfaction
• Created policies and procedures for restaurant support and customer experience