Steve Scheper

About Steve Scheper

Senior Customer Service Executive with Fortune 500 company with extensive background in contact center management, operations, and online experience in highly competitive and complex industry. Continual history of exceeding performance objectives with proven track record in overseeing global operation utilizing creativity, innovation, technology and employee engagement. Strategic results-oriented leader who translates strategies into practical action plans in achieving company goals and objectives.Specialties: Global and US contact center management, customer service leadership, distribution/channel strategy, business development, P&L mentality, communication and employee engagement, e-commerce.

Experience

1. Group Vice President, Customer Service

   Charter Communications

   Sep 2010 — Present

   Primary function is to ensure a consistent, superior customer service experience. Includes responsibility for implementing strategies that impact all customer experiences, as defined by operating metrics, customer satisfaction surveys and other indicators of quality service. Directs and performs research and analysis to assess call drivers and address customer satisfaction needs working collaboratively across functions and markets to achieve results.

Education

• Northern Kentucky University

  B.S., Marketing and Business Administration

Skills

• Customer Service
• Public Speaking
• Recruiting
• Leadership
• Strategy
• E-Commerce
• Sales
• Product Management
• Call Centers
• Business Development
• Cross-Functional Team Leadership
• Program Management
• Marketing Strategy
• Sales Management
• Outsourcing
• Process Improvement
• Human Resources
• Strategic Planning
• Product Development
• Analysis
• Customer Satisfaction
• Customer Experience
• New Business Development
• Business Planning
• Operations Management
• Management
• Account Management
• Negotiation
• Employee Engagement