Stephen W.

About Stephen W.

SENIOR CONTACT CENTER DIRECTORExperienced and accomplished customer operations executive with a demonstrated history in managing transformational change and improving enterprise-wide business results with a relentless focus on the customer experience. Extensive contact center operations expertise in both direct and outsourced operations. Analytical and solutions driven with exceptional leadership skills. Accomplished builder of customer centric cultures that value employee engagement, performance coaching, leadership development and process excellence. A dependable leader with skills to develop, coach and motivate staff while seamlessly interfacing cross-functionally and with executives at all levels. Diverse industry experience automotive, retail, security, banking and government. Adept at working in ambiguous work environments including start-up operations.

Experience

1. Assistant Vice President of Customer Care & Card Operations

   Community Choice Credit Union

   Feb 2025 — Present · MI, US

   Chosen to modernize contact center operations for this Top Workplace-recognized credit union. Implementing workforce management, quality assurance, and AI capabilities where none existed before. Driving transformation from reactive service delivery to a proactive, digital-first model focused on self-service adoption, optimized channel strategy, and best-in-class member experiences at lower cost-to-serve. Building workforce management and quality assurance functions from the ground up—implementing AI-powered QA and establishing demand forecasting models.