Steve Forbes

Experience

• 

  ALDI USA

  Jan 2007 - Feb 2012

  Shift Manager & Interim Store Manager

  Supervised staff of 10 – 15 associates in retail environment. Prepared schedules and budgets, led team meetings, trained staff members, and replenished inventory. Accountable for effective operations of entire store.• Exceeded corporate monthly revenue goals by 8% by effectively setting merchandising displays in key volume areas.• Surpassed corporate payroll and productivity goals by 10% by aggressively managing scheduled hours vs. sales levels.• Exceeded corporate inventory and expense goals by accurately training staff members on cashiering and stocking skills.• Improved functions by creating standardized processes in backroom organization, product ordering, cashiering and stocking.• Increased efficiency and effectiveness of staff member performance, reducing turnover rate 20% by designing and implementing 4 week training and orientation program. Show less

• 

  Schneider

  Feb 2012 - Dec 2013

  Customer Service Manager

  Front-line leader responsible for overseeing cross-functional teams of 30 – 35 associates in a corporate call center environment. Interviewed and hired employees, conducted performance reviews, promoted and provided disciplinary actions including terminations. Executed direct management and supervision of key corporate accounts. Regularly conducted conference calls, facilitated interdepartmental meetings, hosted client visits, and coordinated client communication. • Managed team portfolio of accounts including 10 Fortune 500 companies while facilitating as escalation POC for clients.• Increased customer freight volume by 25% over 4 month period by focusing on training and developing staff on solicitation.• Surpassed KPIs by using coaching & innovation skills in the following areas: Decreasing call duration by 20%, Decreasing average seconds to answer by 50%, Decreasing AUX & ACW Time by 10%, Decreasing RONA levels by 75%.• Increased average customer satisfaction levels by 10% by implementing structured initial training and mentoring program.• Reduced $100K in annual overtime costs by designing new scheduling system. • Generated $500K of new revenue in 3 month period by creating load solicitation program. Show less

• 

  Alta Resources

  Dec 2013 - Feb 2017

  Responsible for customer care and sales teams in an outsourced customer solutions center that supported multichannel business lines including telephony, chat, email, social media, knowledge management, and ecommerce. Actively conducted client invoicing, provided balanced scorecard reporting and analysis, participated in contract management processes, forecasted volume and sales levels, and managed profit and loss statements.• Designed and implemented strategic account development plans for a Fortune 500 client that grew account revenue and gross margin levels 25% and 20% respectively in each of first two years. • Worked side by side with client partner to improve their top three KPI’s including managing costs, improving order accuracy, and increasing revenue.• Led Six Sigma project to improve associate retention rates which reduced annual turnover 30%.• Restructured the training program which improved new hire order accuracy 30% and reduced 120-day attrition rates 25%. Show less Responsible for coaching and developing cross-functional team in an outsourced customer solutions center. Actively conducted full employee cycle actions including recruiting, hiring, coaching and development, and performance management.• Designed and implemented an innovative team member scorecard to highlight individual performance and foster a data driven environment. • Shared best practices, process improvement, and coached team members to improve annual KPIs of team sales, order accuracy, and customer satisfaction levels by 10-25%. • Participated as panelist member for Society of Consumer Affair Professionals (SOCAP) webinar on the increasing need to integrate a social media strategy into providing a full, consistent omni-channel customer experience. Show less

  • Program Director

    Aug 2015 - Feb 2017

  • Team Lead Manager

    Dec 2013 - Aug 2015
• 

  The Community Blood Center

  Feb 2017 - Feb 2018

  Telerecruitment Supervisor (Call Center Director)

  Responsible for managing the nonprofit donor recruitment department. Actively designed and executed donor recruitment strategy, governed quality management, forecasted volume levels, calculated capacity levels and determined resourcing needs, collaborated on cross-functional corporate initiatives, conducted vendor management with offshore partners, and provided leadership development.• Fostered an environment focused on recognition and employee empowerment which reduced annual attrition 40%.• Implemented conversion program focused on targeting unique donors which increased donor base 25% for key product type.• Designed staffing strategy focused on optimizing calling campaigns in accordance with donor behavior which increased total appointments scheduled by 30%.• Created and initiated a reward system focused on aligning recognition and rewards with results which improved employee KPIs such as dials per hour, conversion rate, and appointments per hour. Show less

• 

  J. J. Keller & Associates, Inc.

  Feb 2018 - Oct 2021

  Service Operations Manager

  Responsible for directing the services operation department in a highly regulated industry. Actively participated in business planning, developed and executed strategies to support key corporate initiatives, managed profit and loss statement, designed key performance indicators, governed process improvement, conducted forecasting/budget planning, oversaw vendor management with onshore and offshore partners, and provided leadership development.• Oversaw corporate initiative to onboard new global client. Key achievements include: Expediting implementation timeline, Optimizing service levels, Implementing afterhours support, and Doubling revenue levels in 2nd year (from $3.5M to $7M). • Facilitated stabilization of our two largest service lines by partnering with area leaders to leverage larger resource pool and conduct cross-training on workloads. End result improved service levels by 20% while maintaining high accuracy levels.• Partnered with peer manager group to increase flexible work options for associates leading to increased workplace satisfaction levels and improved response metrics during key times with highly fluctuating volume levels.• Developed and implemented internal reporting methods for forecasting volume levels, quantifying capacity levels and resource needs, calculating turnaround times, standardizing process for gathering metric data, and measuring scorecard success.• Led project team that implement process improvements which reduced poor quality cost by over $50k annually and improved service levels by 40%. Show less

• 

  Zillow

  Oct 2021 - now

  Responsible for driving department strategic initiatives in a highly regulated industry. Actively participates in strategic planning, leads cross-functional projects with multiple teams, establishes data truth sources and conducts data management governance, develops project plans and program guides, and drives various operational improvement initiatives.• Led cross-functional projects with multiple teams to expand services into 15 new states with various internal and vendor partners.• Partnered with key stakeholders in multiple departments to design and implement annual department strategy plan, facilitated recurring meetings focused on reviewing progress against plan.• Frequently synthesized a high quantity of data points from various systems and departments in order to build and optimize internal data management program: Developed proof of concept for initially measuring and later automating key adoption rate metric, Identified and conducted various data governance mechanisms to increase data integrity levels, Led project to implement new methodology to classify orders at the program level, Designed various data tools and ad hoc reports• Built and maintained department staffing model to quantify capacity levels and resource needs in order to help peer leaders make more informed staffing decisions.• Led various additional department projects including: Launching new programs, reviewing and optimizing department workflows, developing and implementing process flow maps, enhancing data reporting and building truth sources. Show less

  • Senior Compliance Analyst

    Oct 2023 - now

  • Business Operations Manager

    Oct 2021 - Oct 2023