Steven Drezner

Experience

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  Regal

  Jun 1999 - Jun 2007

  • Assistant Theater Manager

    Jul 2001 - Jun 2007

  • Cast Member

    Jun 1999 - Jul 2001
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  USAA

  Jun 2007 - May 2010

  Bank Origination Specialist / Member Relationship Specialist II

  As an origination specialist, I was responsible for converting member contacts into booked loans, while providing world-class member service. I opened new banking products during closing and made needs-based referrals to other lines of business.Successes included top scores for value-added products (e.g., total loss protection) and the highest funding ratio of any representative during 3Q 2009.

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  Kohl's

  Aug 2010 - May 2019

  In this role, I led teams of up to 17 contact center associates in an environment of rapid and frequent change. My most recent team engaged in inbound customer service and collections, outbound collections, eCommerce, fraud detection and prevention, and fraud response.As a champion of the Company's focus on speed and agility, I helped my associates understand and adapt to new and evolving processes, tools, and scorecard metrics. We focused on achieving measurable results and getting them the right way.While at Kohl's, I facilitated 8+ full length ILTs (including a return trip to Milwaukee) and many more short-format courses, and updated and created course materials.While not fully exhaustive, these are a few skills I'm particularly proud to have gained or enhanced: • Contact center procedure revision and creation • Ability to quickly digest information and turn out training material • Understanding and leading others through rapid change • Leading others when limited information is available • Decision-making that is focused on the associate experience • Unwavering commitment to professionalism Show less As an outbound collections team lead, I shared best practices, provided in-the-moment coaching, and produced high quality department online content and reports. I resolved customer complaints and sought out solutions that prevented further delinquency.I worked with leaders in multiple locations to add consistency to incentives and other projects, trained transitioning collectors, and created numerous job aids.In 2013, I supported the transition to First Data as a workshop facilitator and "day one" resource. Show less

  • Blended Risk Management Operations Supervisor

    Aug 2015 - May 2019

  • Fraud Team Lead

    Apr 2014 - Aug 2015

  • Collections Team Lead

    Mar 2011 - Apr 2014

  • Collector I

    Aug 2010 - Mar 2011
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  Zurich North America

  Jun 2019 - Apr 2021

  Customer Care Center Supervisor
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  Nordstrom

  Apr 2021 - now

  Account Services Supervisor