Stephen Ross

Experience

• 

  Sayreville Association for Brain Injured Children

  Apr 2011 - May 2015

  Bus Monitor and Group Leader

  The Sayreville Association for Brain Injured Children runs a year-round program for children with various disabilities. From September to May the Organization runs a weekly program, as well as various special events. The summer camp runs from the end of June to the beginning of August.-Awarded the counselor of the year award in my second summer, worked with a challenging child, needed to be watched closely and ensure the child followed directions-Promoted to junior staff because of award, served as a bus monitor and group leader-Supervised kids on the bus and at the camp by taking attendance and counting the number of children and counselors in addition to relying on counselors to watch the children they were responsible for Show less

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  Daring Apps, LLC

  May 2012 - Apr 2019

  Founder

  Daring Apps, LLC produces apps for iOS and Android. Currently on the App Store and Google Play Store is Blitz! News, a news aggregator for football.• Launched Blitz! News, a football news aggregator, in June 2017 for iOS and Android after identifying a gap in the market• 3,000+ downloads between iOS and Android• Sought out, researched, and hired multiple international software developers and graphic designers to create a team to bring my app idea to life• Created RFQs (request for quotations), conducted due diligence, negotiated contracts, and managed all aspects of business relationships to improve the future profitability and success of the business• Utilize marketing methods such as social media, online advertising, and contacting app review websites• Balanced approximately 15 hours of development work while attending classes, including finals week, to successfully build app that is currently being used in the market Show less

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  Rayfield & Licata, CPAs

  Jul 2015 - Aug 2015

  Summer Intern

  Rayfield & Licata, CPAs provides audit, tax, and consulting services to privately held businesses. With over 100 years of fine tuned knowledge and experience, the firm provides clients the services they need.-Updated clients' books and records-Prepared tax returns-Assisted in annual audits and reviews for firm clients

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  EBay Vendor

  Jan 2017 - now

  Account Manager

  • Acquired an ecommerce business of quality control chemical test solutions with active sales and revenue• Increased sales by approximately 475% year over year by utilizing search engine optimization of listings and advertisements averaging a monthly profit margin of roughly 26%• Supplied a variety of quality control test solutions to residential buyers and commercial businesses across the country• Maintained accurate financial reports for internal use and tax reporting

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  Image Cars, Inc.

  May 2018 - Aug 2018

  Business Intern

  • Developed new internal forms to comply with Federal Trade Commission regulations and streamline business processes• Aided customers in the purchase of their vehicles, enhanced sales knowledge and interpersonal skills• Trained new employee on systems and processes from stocking cars to utilizing computer software• Served as corporate representative, expanded business networking skills and developed in-depth knowledge of the inner workings of how to operate and manage a small business Show less

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  Doriot

  Oct 2018 - Aug 2019

  Founder's Apprentice

  • Expressed new ideas that led to key breakthroughs in the development of a viable business model to enable everyday people to invest in startups• Created social media strategy that includes Facebook, Instagram, Twitter, LinkedIn, and email in preparation for launch utilizing tools such as Airtable, Hootsuite, and Mailchimp • Managed strategic communications team’s goals and tasks to stay focused on the overall objective of developing the business, building awareness, and ensuring alignment with the entire team• Outreach coordinator arranging events within the local community to increase awareness of Doriot and its mission to enable everyday people to invest in startups Show less

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  American Income Life Insurance Company

  Sept 2019 - Dec 2019

  Benefits Coordinator

  •Increased contact-to-appointment ratio from 32% to 78% while averaging 30 phone calls per hour•Presented 15+ insurance products to clients with clarity and precision resulting in numerous positive feedback report forms from clients which are submitted to company leaders•Increased customer show rate from 52% to 74% over the phone using sales tactics and creating urgency •Improved sales close rate from 23% to 38% by enhancing skills with tie downs, rebuttals, and creating feelings of need Show less

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  Walker Information

  Jan 2020 - now

  •Developed client relationship through multiple contract renewals by continually delivering surveys, reports, and other CX/EX, resulting in repeated renewals and overall YoY growth of approximately 70% for account•Lead large migration of 18 surveys, managing team members and project risks to successful completion resulting in additional contracts totaling $718k across all projects•Co-led development of formal internal process to maintain training content on an annual basis thereby reducing the amount of outdated information•Proactively act as Qualtrics CX tactical and technical consultant for clients, providing best practices, enabling strategic consultants to focus on higher-level strategic and relationship-development work•Visited client on-site to deliver journey mapping workshop and report that, for the first time, showed them their entire end-to-end sales and ordering process, enabling prioritization of strategic innovations and modernizations in the client’s business Show less •Supported lead consultant in securing a new contract worth $374k when a long-term client was acquired, being selected over larger consulting competitors •Successfully launched two surveys to launch client’s new voice of customer program, gathering data from insurance agents to quantify how to better serve their customers, resulting in additional contracts for an approximate total of $60k•Completed integration of multiple client surveys between Qualtrics and Salesforce, trained their team on how to build and utilize the integration resulting in greater ability to share and analyze data•Mentored two new project managers to assist in onboarding and training for their first six months at the company•As Lead Project Manager, own responsibility for distribution of workload and tasks to junior project managers and technology consultants, keeping projects within schedule and helping upskill project colleagues Show less •Partnered with a utility company who stood up their surveys on the Qualtrics platform to gather customer feedback on various touchpoints such as billing, call center, website portal, general support, and more so they could track a journey-wide Net Promoter Score, and target areas for improvement, directly leading to an additional contract•Managed projects that could have 5-10 deliverables including drafting and developing multiple surveys, dashboards, and reports over one to several months•Drafted initial iterations of reports by reviewing dashboards and pulling in data such as trending data and key driver analyses to craft the story of their customers’ experiences Show less •Set company record by achieving Qualtrics Customer Experience Expert certification in two weeks compared to the 3-5-week average•Managed 10-15 projects at a time working with companies around the country such as local banks, credit unions, technology companies, and utilities, trained clients on Qualtrics platform and assisted with first survey launch as they started to build their customer experience programs•Pushed the boundaries of the Qualtrics platform by creating a method for a client’s employees to enter their time spent on tasks so they could determine their costs and update pricing since they migrated from a different tool•Received high Customer Satisfaction and Net Promoter Score results from clients, leading to additional contracts, as well as bolstering our reputation with Qualtrics, our partner, which helps in gaining additional business Show less

  • Senior Engagement Manager I

    Jan 2023 - now

  • Project Manager II

    Jul 2021 - Jan 2023

  • Project Manager I

    Jan 2021 - Jul 2021

  • Implementation Specialist

    Jan 2020 - Jan 2021