Gender

Male

Location

White Lake, MI

Birthday:

March 7

Age:

57

About me

DAVID STENSTROM 2885 Sanford Ave. SW #13005 - Grandville, MI 49418 - 248.896.5438 - davidstenstrom@ymail.com Qualifications for Senior-Level Management Passionate, goal-oriented professional with over 20 years of experience in sales, customer service, training, production, technical operations, and call center management. Adept at initiating cost effective, revenue-generating strategies while maintaining top productivity and customer satisfaction. Displays a background of effectively managing budgets over $5M and overseeing as many as 300 employees. Aggressively tackles and resolves issues/problems in a timely manner. Exercises strong training skills to develop and lead teams toward achieving short- and long-term goals. Additional areas of expertise include: Expense Control - P&L Responsibility - Process Improvement - Contract Negotiations Project Management - Start-Up Operations-BPO - Telecommunications - Operations Management Human Resources - Proposal Preparation - Interviewing - Facility Management “David’s greatest strength is his ability to quickly translate complex management expectations into executable processes and procedures for team members. He effectively shows employees both how and why. He develops real buy-in among team members. His management skills virtually guarantee that stretch goals will be achieved while budgets are adhered to. His creativity ensures breakthroughs that can bring an organization to new levels.” – David Paskach, Executive VP/General Counsel & Secretary/Group President, Schwan Food Company SELECTED HIGHLIGHTS * Increased sales revenue for Schwan’s Contact Services by $18M (40%) and reduced client rates by over $500K. * Designed and implemented a production restructure, which resulted in first year cost savings of over $200K. The templates designed for this restructure became the corporate standard for all future organizational restructures. * Spearheaded efforts toward achieving the SQM (Service Quality Measurement) “World Class” customer service award by performing in the top 5% of all North American contact centers for five consecutive years. * Introduced and initiated on-boarding programs that improved employee retention by 45%. * Managed an independent business unit through a two-year turnaround of $1.1M by implementing a strategy focusing on sales, financial management, resource initiatives, and operational improvements. * Successfully negotiated a three-year contract with two dialer vendors while serving as telecommunications/project manager at Metris Companies Inc. These negotiations led toward a 22% reduction in overall dialer maintenance and reduced interpreter per minute charges by 34%. * Reduced language line expenses by 10% at Interactive Performance Inc. through aggressive hiring of bilingual agents. CAREER TRACK SCHWAN'S CONTACT SERVICES Senior Manager - Production and Operations 2003 to 2009 Managed over 300 contact center agents at two locations (Marshall and Lake Wilson, MN) —these two locations combined for over $52M in annual sales, with over 3 million customer interactions annually through inbound, outbound, and e-commerce channels. Directed activities involving budgeting, staffing, and P&L (80% of a $9.8M operating budget). Supervised five direct reports. Analyzed inbound and outbound data and presented recommendations to executive leadership. Maintained “Do Not Call” compliance; developed processes and procedures to ensure corporate compliance with all federal, state, and local laws. * Improved production efficiencies that returned $125K in the first year and $200K the following year. * Worked with continuous improvement teams to design and implement numerous employee programs, which increased performance and reduced expenses. * Developed facility evacuation strategies and a disaster recovery plan for multiple locations. * Designed predictive dialing strategies that maximized contacts and sales per hour. METRIS COMPANIES INC. Telecommunications Vendor/Project Manager 1999 to 2003 Headed dialer installations and upgrades for seven Metris locations nationwide and monitored a budget of over $5M. Coordinated bids, contract negotiations, financial approvals, equipment orders, shipping, and internal/vendor resource teams. Purchased equipment. Oversaw hardware and software and maintenance. Acted as a key contact for problem resolution on a 24-hour basis; resolved issues within strict timelines. * Increased overall productivity and effectiveness by carefully analyzing MIS and Predictive Dialer reports. * Minimized productivity losses by securing vital resources and maintaining ongoing communications with business units. Enabled system uptime increases, which allowed for additional dollars collected per hour. * Rebuilt and strengthened a damaged vendor/Metris relationship by mediating differences, establishing clear expectations, and creating opportunities for mutual advantages. EAGLE MORTGAGE SERVICES INC. Technical Consultant/Programmer 1998 to 1999 Oversaw data mapping processes of software for an online application to process mortgage loan documents. Provided guidance in project and programming management. * Finished the above mentioned application program on time and within budget. The application allowed for the elimination of over ten FTEs. This application is still in place in 2009. INTERACTIVE PERFORMANCE INC. Technical Systems Manager/Operations Manager 1996 to 1998 Led efforts (along with four other managers) in the start-up of a BPO center for a major telecommunications client. Managed 350 contact center agents through 4 direct reports. Developed operating structures as well as HR policies and procedures Trained and coached staff. Ensured that client goals and expectations were met and exceeded. Oversaw strict budget guidelines. Assured that company functions were in compliance with all governmental laws. Upgraded and maintained equipment. * Successfully set up an entire IT department, which included Davox Predictive Dialers, a MIS department, and a Help Desk. * Designed a state-of-the-art attendance system that optimized agents’ time off in balance with staffing needs. * Promoted to “second in command” within only a couple of months after joining company. INTEGRATEC (division of Equifax) Technical Systems Manager 1993 to 1995 Assumed responsibilities for multiple host and dialer platforms. Maintained relationships with Rolm, Davox, and Mosaic. Designed a helpdesk and oversaw all campaign strategies and dialer configurations. Created an implementation team, which consisted of a mathematician, technical systems manager, and operational technician to manage campaigns from concept through production. * Reduced annual dialer maintenance costs by 10% by bringing in additional dialer vendors. EDUCATION Southwest Minnesota State University (Schwan's University), Schwan MBA Short Course Metropolitan State University, BS in Business Management Minnesota State Community and Technical College, AS in Leadership and Supervision KEYWORDS strategic/tactical planning, P&L management, crisis management, contract negotiations, quality control, customer relations, vendor relations, labor relations, systems reengineering, statistical process control, decision making, analysis, budget control, staff training/development, forecasting, operations management, business development, organizational leadership, team building, profit and loss, start up operations, budget control, expense management, process improvement

Website

http://www.linkedin.com/in/davidstenstrom

Company

Unemployed as of Jan2009

Title

Call Center Sr. Leadership