Stephen C.

Stice
15901 N. 55th West Ave. * Skiatook, OK 74070 * Phone (918) 694-8778 * e-ma
il: ss9b65d8@westpost.net

A Skilled Professional with extensive experience in Operations Management, Custo

mer Service and Call Center Management, Account Management, as well as Supervis
ion of management and support staff. Also proficient in areas of Contract Nego
tiations, Project Management, Corporate Communications, Budget Preparation, Huma
n Resources, and Training and Development. Industry experience in Healthcare,
Software Support, Telecommunications , Airline Industry, Oil and Gas, Property M
anagement, and the Service industries. An accomplished communicator, resourcefu
l and assertive in regards to meeting goals and setting new standards. Able to
instill confidence and motivate personnel to do their very best. Expertise to a
nalyze situations, develop innovative approaches, take action and get results.
Enthusiastic, personable, and professional in appearance with sharp business ins
tincts.

EXPERIENCE

OPERATIONS AND GENERAL MANAGEMENT

* Functionally responsible for managing full range of staff assimilation procedu
res including staff selection, training and development, problem escalation and
resolution for management and support staff personnel supporting key corporate c
lients/accounts.
* Functionally responsible for budgets ranging from $500K to $4MM annually.
* Initiated and developed airline industry leading lost ticket automation proces
s, resulting in cost reduction of $65K annually and new sales of $275K.
* Reorganized two functional work groups, resulting in expense reductions of $12
0K annually, and improved workflow procedures which resulted in reduction of tur
naround time from 10 to 3 days.
* Developed initiatives and successfully implemented plan to reduce receivables
from over $3MM to under $2MM and reduced aging from over 120 days to less than 6
0 days.
* Reduced operating expense by over $150k annually involving multiple properties
. Implemented use of shared resources, providing clearly defined and agreed upo
n metrics, and developed a sense of ownership and accountability in both managem
ent and support staff.

CLIENT SERVICES AND CUSTOMER SERVICES MANAGEMENT

* Improved customer service performance through extensive training, reorganizati
on, and programmatic solutions. Improvements reflected in 3 trackable areas; DOT
-55%, Consumer Relations-60% and Executive Complaints-75%.
* Directed efforts of domestic and international sales and customer service staf
f in high volume call center environment as well as high-tech sector.
* Responsible for client relations and contract negotiations for small, medium,
and large commercial customers relative to customer service issues, problem esca
lation, and resolution processes.
* Functionally responsible for developing corporate direction and emphasis on cu
stomer diversification, i.e. developing new customer base of corporate clients,
city, county, and state governments entities.
* Achieved 100% to goal relative to receiving approved vendor status with variou
s corporate clients and government entities, i.e. city, county, and state govern
ments to provide contracted services.
SALES AND MARKETING MANAGEMENT
* Directed efforts of internal sales staff and independent dealer representative
s.
* Developed and implemented international marketing program in the Caribbean Isl
ands, Central and South America resulting in a 10% increase in total sales resul
ting in $200K in additional revenue..
* Increased domestic sales by 15% via improved sales training, product training,
accountability, efficient demonstration of product benefits, and implementing i
ndependent dealer representatives.
* Developed full range of collateral literature, i.e. advertising materials, cat
alog inserts, descriptions, brochures, trade show presentations, etc.
TRAINING AND DEVELOPMENT
* Developed targeted training program reducing training expense by 30% while enh
ancing required technical skills for 150 support staff and management in high-te
ch. support call center.
* Functionally responsible for training and development of domestic and internat
ional customer service related issues involving over 200 customer service repres
entatives (CSR's).
* Increased profitability and customer satisfaction through efficient forecastin
g, planning, and resource utilization via implementation of a three-tier problem
resolution process. Successfully avoided planned staff expansion
* Reduced budgeted staff expense by over $60k while meeting or exceeding custome
r requirements via improved staff selection and improved training process of CSR
's.
* Perform career development counseling for management and support staff.
* Instituted Quality Improvement Process resulting in a dramatic reduction of tu
rnaround time relative to ticket processing from 7 days to 1 day (domestic ticke
ts) and from 21 days to 7 days (international).

EMPLOYMENT HISTORY

SEARS HOLDINGS CORPORATION 2008 - Present

Technical Manager
LIFEGUARD AMERICA, INC., TULSA, OK 2005 - 2008
Manager Operations and CareCenter Services
MCLEODUSA, TULSA, OK 2002 - 2005
Supervisor Customer Service - DSL/VPN Tier II Data Support
FIL TEC, INC., TULSA, OK 1997 - 2002
Manager Sales & Client Services
AMERICAN AIRLINES, TULSA, OK 1992 - 1997
Manager Customer Service
SHELL OIL COMPANY, TULSA, OK 1973 - 1992
Supervisor Call Center Services

EDUCATION
Northeastern State University
Bachelor of Business Administration/Marketing - 1996

EXTENDED EDUCATION
* Corporate Communications * Management/Supervisory Skills
* Leadership & Team Building * Diversity in the Workplace
* Work Safety & CPR * Quality Improvement Process
* PC Skills (MS Office, Word, Excel, Outlook, etc.) * Quality Customer Serv
ice Process
* CARE Team (Airline response team to air emergency)

REFERENCES AVAILABLE UPON REQUEST