Randy Stern

About Randy Stern

I am a highly successful leader of teams able to execute on corporate goals, client expectations, while meeting financial obligations. I have proven the ability to accomplish tasks by working through others, delivering a \"Best in Class product\", successfully managing the Client Relationship with the #1 U.S. automaker while exceeding internal and external expectations. I have a proven ability to identify talent, develops skills of peers/subordinates, and groom future leaders. I have extensive experience and background in Workforce Management as I have held this position in two Fortune 50 Companies at AT & T and Allstate. As a Senior Leader over W.F.M, I increased forecasting accuracy by streamlining processes and data-analytics; Reduced costs by managing several AHT reduction initiatives; Managed customer/client KPI through the use of automation and strategic skilling. Key competencies: Relationship ManagementWorkforce Management (short and long term)Contact Center TrainingContact Center Quality ProgramsCX - Voice of the CustomerStaffingCall Center Planning (Ops and Financial)Call Center ManagementPerformance ManagementTeam Development and Succession PlanningCall volume management, routing and reportingChange ManagementVendor Management – Includes, Process, Quality, Staffing, Billing, Complaints, ETCAbility to manage upwards successfullyCommunicates effectivelyProficient in several systems including: Avaya Emulator, Avaya CMS Supervisor, Business Objects, Tableau SAP, Crystal, Business Warehouse, TCS (Blue Pumpkin), IEX, Centerbridge, SQL, Microsoft Access, Visual Basic and other home grown reporting solutions.

Experience

1. Chief Operating Officer

   Roadside Protect, Inc

   Feb 2023 — Present · Itasca, IL, US

Education

• in Supervisory Management Aurora University

  Bachelors; Associates, Information Technology AIU; Business Administration AIU

  1987 — 1988

• American InterContinental University

  Associates, Business Admninistration

  2004 — 2005

• American InterContinental University

  Bachelors, Information Technology and Programming

  2005 — 2006

Skills

• Project Management
• Access
• Team Leadership
• Avaya Cms Supervisor
• Crm
• Sap Bw
• Strategic Planning
• Microsoft Access
• Customer Experience
• Contact Centers
• Sales
• Avaya
• Call Centers
• Business Process Improvement
• Process Improvement
• Leadership
• Telecommunications
• Analysis
• Business Objects
• Crystal Reports
• Cross-Functional Team Leadership
• Software Documentation
• Program Management
• Avaya Terminal Emulator
• Customer Relationship Management (Crm)
• Oracle
• Visual Basic
• Account Management
• Strategy
• Sql
• Management
• Team Building
• Customer Service
• Customer Satisfaction
• Training
• Vendor Management
• Business Intelligence