Lucas Michael Steiner

LUCAS STEINER +1 - |-| Ham Lake, MN, USA | linkedin.com/in/lukemsteiner/ PROFESSIONAL SUMMARY A values based servant leader who produces strong business outcomes with experience in multiple industries and functions. Including online/physical IT, IT architecture, retail, services, contact centers, and consumer packaged goods industries. As a people person for onshore/off-shore resources lead, and influence executive/officer teams and stakeholders. Demonstrated talent for gaining alignment across organizations identifying root causes of issues, streamlining processes, creating operational efficiencies, and building/executing change management plans. Strong understanding of the end-to-end customer experience and its relationship with technology. Completed countless programs and projects with cross-functional teams across business units locally, virtually, and globally. Experienced in integrating IT services, retail, e-commerce, operations, contact center, HR, finance, legal, and other functional areas. Talented professional, considered a knowledgeable leader and dedicated problem solver. Brings 22 years of valuable expertise to drive company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Resourceful Project Manager with 12 years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems, and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budgeting, and financial management. EDUCATION Metropolitan State University Bachelor's, Business CERTIFICATIONS Lean Six Sigma Green Belt PROFESSIONAL EXPERIENCE September 2008 - October 2010 Best Buy Sr PM Enterprise IT Architecture Consultant Richfield, MN, USA September 2019 - February 2024 Created a new vision of an Enterprise IT Architecture model based on cross-functional team alignment, reference/design harvested pattern libraries, and support structure Built an enterprise IT product including a decision tool to gain alignment among working teams, stakeholders, and technical architects while following aligned patterns IT Architecture changes were reduced from 1-3 months with the old board approval process down to 1-3 days depending on the complexity Directed, prioritized, and executed over 1,500 application assessments enterprise-wide with technical architects. Best BuyRichfield, MN, USA Sr PM Software Development ConsultantJanuary 2015 - September 2019 Lead / Manage 8 development teams at once in agile ceremonies such as daily statuses, backlog grooming, pre-planning, planning, retrospectives, project plans, engineering, and more Program/Project managed to move 10 years of transaction history data to be a replica available for application consumers via REST APIs Moved from an SQL-based database to Cassandra Within 4 years managed development teams to create well over 40+ microservice applications in a digital and omnichannel environment Responsible for a financial roll-up of over $12M+ and management of project work. WalmartRichfield, MN, USA Retail Services Strategy ConsultantMarch 2014 - October 2014 Built business cases, financial and operating models that align with Walmart's strategic initiatives New businesses were projected to achieve $50M in profit by FY17 Researched and analyzed industry best practices while building a 3-year road map for the Innovation team Designed and executed a business process outsourcing vendor selection RFP which determined strategic partners. Schwan Food CompanyBloomington, MN, USA Senior Program Manager - Consumer CareDecember 2012 - March 2014 Managed initiatives to identify and remove consumer barriers in support of the Home Service strategic roadmap Improved capturing customer contact information by researching, designing, and implementing mandated FCC changes, modifying auto dialing practices, and ensuring compliance Built the three-year chat/e-mail/mobile app roadmap for and the call center by researching best practices while gaining alignment with stakeholders Implemented a Net Promoter Score solution reducing expense by $200k. Best BuyRichfield, MN, USA Senior Manager - US Contact/Call Center OperationsJune 2011 - December 2012 Led and managed a team of 37 contact center quality, training, workforce, real-time, and project management office operation team members Managing 22M contacts a year with four vendors in 13 locations (on-shore, nearshore, and off-shore) while meeting SLAs Reduced training hours and saved $300K in 2 months by creating pre/post training and a testing method for staff Changed vendors for the IVR platform and removed 80% of order status contract volume saving $2.4M in expense annually. Best BuyRichfield, MN, USA Associate Manager - Retail Operations/Store SystemsJune 2010 - June 2011 Built and owned a $30M financial portfolio for retail telecom and network capabilities Launched VoIP telephony systems at Best Buy Stores enabling cross-channel labor usage with the contact centers Launched Microsoft Communicator chat capability in all stores enabling real-time store-to-store communications over a network compared to using a phone line Deployed a retail return system, TRE, with a unique algorithm for learning and driving which ended above plan at 3.3% on a goal of 3%. Best BuyRichfield, MN, USA Strategy Manager - Services ProjectsJune 2008 - June 2010 Researched, designed, and implemented a remote computer repair model turning a negative $3M cost center business into a profit center resulting in a customer rating of 4.9 stars out of 5 Developed the Services Home Automation strategy for the Emerging business platform, which included energy generation, in-home automation management, and electric vehicle support Increased market share by developing targeted marketing strategies based on consumer insights. SKILLS Skills: Agile, process optimization, thought leadership, business strategy, critical thinking, Management, team development, verbal communication, team collaboration, SaaS, Risk Management, Business Analytics, relationship management, problem-solving, Communications, REST APIs, Cassandra, Microservices, writing skills, attention to detail, Operations Research, Customer Service, product management, distribution strategy, Information Architecture, U.S. Generally Accepted Accounting Principles (GAAP), customer retention, KPIs, AWS, Branding/Brand Strategy, Computer Networking, Confluence, Data Analysis, Financial analysis, product delivery, Financial Modeling, Inventory Management, JIRA, Kibana, Linux/Unix, Macroeconomics, Marketing, NoSQL, Market Research, Mergers & Acquisitions (M&A), Microeconomics, Microsoft Azure, Quality Assurance (QA), Splunk, Excel/Numbers/Sheets, business models, transformation, digital products, Azure, gtm, employee engagement, prioritization, process, personal training, organizational skills, customer relationship management, CCPA, decision-making, engagement strategies, Machine Learning, product management