Hannah Shtein

Copywriter and Content Marketing Consultant

Binc

★ Worked closely with talent and clients' internal hiring teams to pair talent with career opportunities inside some of the most promising tech and startup companies in the Bay Area

★ Served as liaison between new hires and internal teams to ensure a smooth onboarding experience for both parties

★ Created and led trainings around company culture and employer brand for new hires

★ Contributed to and created content + messaging strategy for company blog

Recruiter

Associate Recruiter

Sony Pictures Entertainment

★ Built relationships with writer and director candidates for purposes of staffing on Sony TV shows and maintained ongoing lists of target candidates for open positions.

★ Tracked and managed talent submissions, prepared reports outlining candidate qualifications and pitched top talent to company leadership.

★ Created sales materials and PowerPoint and Keynote pitch decks to present company projects to senior executives at networks such as Netflix, CBS, NBC, and Lifetime.

Talent Coordinator

The Gotham Group

★ Served as internal subject matter expert on streaming platforms and developed relationships with digital platforms and content creators to grow Gotham's presence and brand in the digital space. Built digital trend tracking platform in Google Suite.

★ Pitched Gotham's clients (writer and director talent) to studio and production executives for TV and film staffing opportunities. Clients earned job offers on TV shows at Netflix, Hulu, HBO, NBC, among other major networks.

★ Scaled TV staffing process by creating company-wide talent tracking database in Google Suite
showing status of TV show job openings.

★ Organized learning and development initiative for interns and junior staff, including launch of
educational speaker series. Recruited, onboarded and trained up to 15 interns at a time.

Talent Management Coordinator

Zero Gravity Management

Talent Management Intern

Washington and Lee University School of Law

★ Grew W&L Law's brand and community by creating content strategy for the law school's blog and social media pages, resulting in increased engagement, following, and interest in the law school from prospective students

★ Launched new blog series on campus life and recruited students to share their experiences and serve as ambassadors for W&Ls new academic offerings + curriculum

Social Media, Content and Brand Strategy Associate

I conducted research for articles on issues related to big data, internet law, and privacy law.
This research led to my co-authoring an article, "Big Data, Big Problems: Emerging Issues in the Ethics of Data Science and Journalism" that was published in The Journal of Mass Media Ethics which was later presented by my professor at a national conference.

Research Assistant to Professor Joshua Fairfield

Milwaukee County Office of the District Attorney

Law Clerk

International Intellectual Property Institute

Helping multi-passionate women find careers that pay them what they deserve while creating the impact they care about | Career Coach | Marketing + Communications Specialist

Hannah Shtein, JD 🖤

Computershare

Customer Operations Manager

•	Leading and coaching a team of Billing Professionals, ensuring the team functions with operational excellence with the focus on service delivery and client satisfaction.
•	Leading the operational effort to resolve complex pending customer invoices and enable all  invoices to be billed out to customers for payment. This reduced pending invoices by 60% in 5 months.
•	Managing service delivery issues and escalations by improving team productivity and eliminating nonvalue add activities.
•	Driving collaboration across the delivery centre teams to eliminate billing process fragmentation and improved client service levels by 40% in 6 months.

Shared Services Billing Operations Manager

Amazon

-	Oversee the delivery of Amazon orders to customers
-      Responsible for the night sort operations at Amazon Canada's largest delivery station
-	Cultivate and sustain a safe environment, high-quality customer delivery, professional driver     experience, and a positive culture.
-	Champion excellent driver and customer experience while continuously improving Amazon’s last mile on road performance. Be a subject matter expert for all Delivery Associates and Delivery Service Partners process areas.
-	Participate in negotiations for Delivery Service Partners dispute resolution, specifically approving payment, determining payment adjustments where appropriate, and managing the DSP invoice process.
-	Lead daily shifts with the DA population to drive quality and engagement.
-	Communicate with and respond to Amazon Customer Service associates on delivery exceptions and requests
-	Ensure compliance throughout the site to global process standards and work on continuous improvement initiatives
-	Execute DA scheduling strategy through optimization of delivery route assignment.
-	Monitor Driver staffing and fleet pipeline to ensure sufficient capacity.
-	Oversee response to customer/TOC escalations.

Area Manager, Delivery Operations

Rogers Communications

- Provide world class customer service when handling incoming calls. 
- Listen to customers, analyze their needs and offer adapted solutions.
- Promote Rogers products and services.
- Take appropriate action to efficiently resolve issues. 
- Identify customers need for additional Rogers's products and services. 
- Take accountability to solve issues from beginning to end. 
- Meet established productivity objectives. 
- Receive and incorporate feedback to improve personal and business performance.

Customer Service Consultant

- Managed 7 teams comprising of over 150 professionals and generated order to cash invoicing to IBM customers across the globe. Generated over US$6 billion in business revenue by driving collaboration with other IBM business support teams including Finance, Procurement and Legal and implementing continuous process improvements. 

- Established a risk management culture in the team. Directed the creation and implementation of a global Business Continuity Plan, ensured statutory compliance and satisfactorily passed all internal and external financial audits. 

- Improved employee morale and retention when executives were concerned about employee satisfaction and attrition. Facilitated employee development programs, and organized volunteer events that brought our people together and fostered healthy team relations. Attrition dropped from 35% to 6% in 12 months and employee satisfaction increased from 45% to 92%.

Senior Customer Operations Manager

- Managed a team of 30 professionals and generated order to cash invoicing to IBM customers across the globe. Generated over US$1 billion in business revenue by empowering team members and creating a self-directed team.

- Led the team to achieve 30% year on year improvements for key performance indicators by working with the team to improve the processes, reduce invoice generation times and increase invoice accuracy. 

- Led transformation projects to migrate IBM Asia Pacific and Americas invoicing operations into IBM Malaysia and Brazil, saving average of US$300,000 in annual operational costs.

- Supervised and coached a team of 20 professionals, ensured the team worked with operational excellence and responsible for raising key performance indicators by an average of 40% in 8 months. 

- Led the operational effort to resolve over 10,000 aged customer orders and enable all resulting invoices to be sent out to customers for payment. This reduced pending invoices by 60% in 6 months. 

- Managed internal stakeholder escalations and improved stakeholder satisfaction scores to 98% (from 75%) within 12 months by improving team productivity and eliminating non value add activities.

Customer Operations Team Leader

HSBC

- Increased customer satisfaction scores by 15%, maintaining it at 96% by coaching and motivating team members to empathize with customers and negotiate mutually agreeable payment plans for overdrawn accounts. 

- Improved new hire turnover by 5% by mentoring new analysts and leading training programs. Reduced new analyst operational readiness by 15 days with focused 1-1 coaching. 

- Delivered several high visibility projects, based on unique expertise with process documentation and process improvement.

Senior Customer Support Analyst

Operations Manager with global experience (Canada, Malaysia, Brazil) in the Customer Operations, Order to Cash, Quote to Cash, Billing Operations, Order Management and IT Services industry, focused on continuous process improvements, operations execution and coaching teams to exceed performance targets.

•Led complex projects for IBM operations globally to drive cost savings thru process improvements and automation, and work migration, saving average of US$500,000 in annual operational costs.

•Established talent development programs for a team of over 150 IBM professionals, resulting in 20 new people managers and 16 team leaders promoted from within the organization.

•Strong focus on leadership skills, empowering team members, coaching them through challenges, and providing transparency with organization objectives and executive decisions.

•Excellent communication skills, engaging peers and team members, listening before speaking, and presenting with clear and concise content to the executive team.

Experienced Business Operations professional skilled in:
- Business Process
- Customer Service & Support
- Operations Management
- Budget & Financial Planning
- Human Resource Planning
- Global Shared Services Operations
- Order Management Operations
- Billing Operations
- Order to Cash Operations
- Quote to Cash Operations 
- Customer Fulfillment
- People Management & Leadership
- Business Process Improvement
- I am also a huge techie and a Google Certified IT Support Professional.

taplio

The Battle

Hannah Shtein, JD 🖤

Deepak K.

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