Stephen Roemer

Business Execution Director, Contact Center Transformation WFM Product Owner

Wells Fargo

Built and led the enterprise Workforce Optimization product function supporting 40,000+ internal users across approximately 30 contact centers and business lines. Owned Workforce Management, Quality, Recording and Transcription, and Performance Management products supported by Five9, Verint, and Intradiem solutions.

Workforce ManagementQuality ManagementRecording and TranscriptionPerformance ManagementFive9VerintIntradiemProduct StrategyRoadmappingVendor ManagementCloud MigrationSalesforceContact Center Integration

Director of Consumer Advising

Coloplast

Led a patient support program serving 60,000+ consumers annually and served as North American product owner for patient-support Salesforce workflows on a shared global platform. Built Workforce Management and Quality Management functions; increased patient enrollment 79% through a clinician engagement pilot and achieved a further 75% lift through targeted outreach outside the pilot.

SalesforcePower BIWorkforce ManagementQuality ManagementPatient SupportStakeholder ManagementWorkflow prioritization

Director of Consumer Experience

Hennepin Healthcare System

Led patient access and contact center operations with 150+ staff while overseeing revenue cycle project management and systemwide access initiatives. Introduced open scheduling for 300+ FTE and a Workforce Management function, improving access and service capacity without additional headcount.

Call Center OperationsPatient AccessRevenue Cycle ManagementProject ManagementWorkforce ManagementEpic Cadence SchedulingOpen Scheduling

Director of Contact Center and Business Operations

Led 400+ union and vendor staff across the state health insurance marketplace, overseeing customer service, operations, and a $13M budget. Reduced agent attrition from 80% to under 30% and delivered $400K in year-over-year savings while maintaining Open Enrollment service levels.

Call Center OperationsBudget ManagementVendor ManagementBusiness Process OutsourcingCisco Courtesy CallbackAttritionCost Savings

Contact Center Manager, Dialer Strategy

Target Corporation

Led outbound collections strategy, operations, and technology for a $6B receivables portfolio. Improved agent utilization by more than 10% across 150+ blended FTE through campaign design and performance optimization.

Outbound CollectionsDialer Campaign StrategySalesforce Service CloudCampaign DesignPerformance OptimizationUtilization

Contact Center Manager

Led client marketing and appointment-setting operations using Salesforce Sales Cloud. Held full Salesforce administrative rights and configured workflows, objects, reports, and dashboards; managed Leads, Accounts, and Contacts to support agent workflows and client reporting.

Salesforce Sales CloudSalesforce AdministrationWorkflow ConfigurationReportsDashboardingLead ManagementAccount ManagementContact Management