STEPHANIE
VORDEMBERGE

Director - US Tax Support

Manager, Customer Support & Billing Quality

Lead Supervisor – Customer Service

Product Migration Lead & Premier Supervisor

Order Processing Operations Supervisor

Premier Account Representative

After more than 20 years of experience, I am a seasoned leader with a proven track record of success in managing cross-country teams that support high-revenue and strategic accounts. My expertise lies in driving operational excellence and optimizing financial performance, all while fostering a culture centered around customer satisfaction and continuous improvement.

About Me

Summary of my career

With over 20+ years of experience, I am an accomplished leader with a proven track record of managing cross-country teams that support high-revenue and strategic accounts. I excel in driving operational excellence and financial performance while fostering a customer-centric culture focused on continuous improvement. Skilled in managing all facets of customer support operations—from order processing and billing to technical support and customer migrations—I bring a proactive approach to process improvement and talent development. My expertise in leveraging data analysis and technology implementations drives organizational growth, maximizing both customer and employee engagement.

E-mail: [email protected]
Residence: Canada

Services

What I Do

Economic
Science

Economics is a social science concerned with the production, consumption of goods and services.

Marketing
& Advertising

Advertising Management though is a complex process of employing various media to sell a product or service.

Web
Development

The web development process includes: web design, web content, client-side / server-side scripting and network security configuration.

Music
Writing

Sheet music is the basic form in which Western classical music is notated so that it can be learned and performed by solo singers.

Game
Development

Come Up With a Game Idea. An idea is the first thing that comes to mind when a game is being described before creating.

Photography
& Video

Sessions. If you are a photographer that spends most of the time in a portrait studio, you can charge for your session.

Education

Studied at

2001

Bachelor of
Sociology

Florida International University | Miami, FL

2000

Police Foundations Certificate

Seneca College | Toronto, ON

Pricing

My Plans

Basic

$ 39 hour

Web Development
Advetising
Game Development
~~Music Writing~~
~~Photography~~

Buy Now

Premium

$ 59 hour

Web Development
Advetising
Game Development
Music Writing
Photography new

Buy Now

Ultimate

$ 79 hour

Web Development
Advetising
Game Development
Music Writing
Photography new

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Experience

Working with

2022 – Present

Director, US Tax Support

Thomson Reuters | Toronto, ON

Lead the US tax support group at Thomson Reuters, ensuring operational excellence and financial target achievement through strategic budgeting and cost management practices.
Cultivate a culture of customer-centricity, personal ownership, and continuous improvement across global teams within the US tax support function, fostering an environment conducive to delivering exceptional service.
Collaborate closely with stakeholders to analyze and optimize query resolution performance, refine processes, and establish robust escalation paths, all aimed at elevating customer satisfaction levels within the US tax support realm.
Act as a vocal advocate for customer feedback, channeling insights into actionable strategies to drive holistic performance enhancements and bolster overall customer satisfaction metrics for US tax support services.
Play a pivotal role in shaping and executing support requirements for both new and existing US tax products, tools, processes, and strategic initiatives, aligning efforts with organizational objectives and market demands.

2015 – 2022

Manager, Customer Support & Billing Quality

Thomson Reuters | Toronto, ON

Strategically relocated operational functions to optimize resources across US, Canada, and the Philippines, maintaining high C-SAT. Conducted cross-training initiatives to support US Tax during peak seasons.
Transitioned inbound sales calls to a US-based inside sales team, driving incremental sales growth. Established strong relationships with sales and client management stakeholders globally.
Led a 4-year Salesforce.com Service Cloud (CRM) implementation project for the Canadian enterprise, ensuring alignment with Legal Canada's business needs and Agile methodology.
Orchestrated the migration of Canadian Contact Centre phone queues to a TTEC platform, implementing robust reporting mechanisms. Introduced a new Customer Success Platform to enhance self-service capabilities and improve the customer experience.

2014 – 2015

Lead Supervisor – Customer Service

Thomson Reuters | Toronto, ON

Oversaw 35 agents across 4 specialized Customer Support Teams: Helpline General Support, Premier, Technical Support, and Business Recovery, ensuring adherence to Lead Supervisor – Customer Service standards.
Provided leadership and guidance to Customer Service Leads and Teams, promoting a collaborative and goal-oriented environment reflective of the Lead Supervisor – Customer Service role.
Monitored Key Performance Indicators (KPIs) to optimize customer experience and retention rates, a key responsibility of Lead Supervisor – Customer Service.
Managed team performance and operational metrics, making strategic personnel decisions to maximize efficiency and effectiveness, aligning with the Lead Supervisor – Customer Service position.

2013 – 2014

Product Migration Lead & Premier Supervisor

Thomson Reuters | Toronto, ON

Orchestrated the conversion and migration of Practical Law, Taxnet Pro, Westlaw Next Canada, and CLB customers to SAP, demonstrating adept project management skills and meticulous planning to minimize disruptions.
Devised and executed a strategic plan in partnership with Sales to augment the Premier account portfolio, driving revenue growth and bolstering customer retention in key territories.
Acted as a pivotal Subject Matter Expert (SME) for internal teams, furnishing comprehensive insights into back-office systems to ensure smooth migration execution and sustained operational efficiency.
Implemented proactive measures to mitigate customer and user impact during conversions, ensuring a seamless transition and upholding customer satisfaction throughout the migration process.

2008 – 2013

Order Processing Operations Supervisor

Thomson Reuters | Toronto, ON

Oversaw workflow optimization to meet print and online order processing SLAs, conducting resource assessments and planning meetings with teams regularly, in line with the role of an Order Processing Operations Supervisor.
Initiated cross-training initiatives to enhance team adaptability to workflow changes, emphasizing continuous skill development and knowledge sharing among members, essential for an Order Processing Operations Supervisor.
Led process improvement efforts, collaborating with the team manager to streamline workflows and optimize resource allocation, aligning with the responsibilities of an Order Processing Operations Supervisor.

2002 – 2008

Premier Account Representative

Thomson Reuters | Toronto, ON

Provided dedicated and personalized customer support to strategically important accounts, utilizing advanced problem-solving skills to address intricate inquiries promptly and effectively via both phone and email channels, ensuring the highest level of client satisfaction.
Managed a wide array of responsibilities including setting up contacts, processing orders, offering comprehensive product information, facilitating online entitlement setups, and executing subscription maintenance and retention efforts, demonstrating a deep understanding of the client's needs and preferences.

Professional Experience

Coordinated engineering activities to support the organization's strategic priorities and collaborated with department leaders for strategic planning.
Provided technical reviews and recommendations for maintenance, approvals, consultant reports, and capital projects.
Developed project scopes, and conceptual design and project plan, and provided recommendations, aligning with organizational objectives.
Oversaw annual and detailed inspections of critical structures, reviewed consultant reports, and developed longrange plans and budgets for maintenance and improvements
Prepared request for proposal documents, selected contract consultants, and managed project budgets.
Led and managed large scale construction projects, from inception to completion, demonstrating project management skills.
Led engineering and technical team, managed and guided staff, ensuring they understood policies and procedures, and provided delegation, coaching, and mentoring.
Stayed updated on regulatory and policy changes, relevant design guidelines, and codes, which is essential for complying with industry standards and regulations
Conducted comprehensive traffic studies, including data collection, geometric design, travel time, delay, queue analysis, and network performance assessment.
Developed and executed traffic simulation models using PTV VISSIM software, demonstrating expertise in transportation analysis and modeling.

Trainings

Resolve to Evolve and Engineer a Communications Superstructure Engineers Nova Scotia April 4, 2023
Becoming an Inclusive Leader: Driving Change in the Engineering Profession September 2022
Power Talk: Lead with Confidence: October 6, 2019
Stress Management, Better Sleep, and Work/Life Integration: Engineers Nova Scotia - January 2018
Lean SixSigma and Management Systems: Engineers Nova Scotia - February 25, 2016
Coaching Skills for Leaders Engineers Nova Scotia - August 2015
Workshop on Safe System Approach to Roadway Departure Crashes and TRB Roadside Safety Design Committee (AFB20) and the AASHTO Technical Committee on Roadside Safety (TCRS) Meetings, New Orleans, July 7-12, 2014
Bridge Inspection: College of Continuing Education, Dalhousie University March 14-15, 2011
Project Planning & Construction Management: Tianjin Shimin Engineering Construction Supervision & Technical Consulting Ltd., Beichen District, Tianjin, China, July 1999

Projects

LIST OF PROJECTS SUCCESSFULLY COMPLETED AS A LEAD ENGINEER

Macdonald Bridge Re-decking ($205 M)
Macdonald Bridge Concrete Restoration Program ($80 M)
Macdonald Bridge Bearing Replacement Program: ($60 M)
Macdonald Bridge Steel and Coating Repairs Program ($110 M)
MacKay Bridge Wearing Surface Rehabilitation Program ($30 M)
Transportation Design and Road Safety Improvements ($15 M)
Rehabilitation of Khulna-Mongla (Sea Port) Road Project - ($5.5 M)
Construction of Khulna-Shatkhira District Highway Project, Phase 1 - ($10 M)
Construction of Benepota River Bridge - ($25 M)
Construction and Rehabilitation of Roads, Culverts, and RCC Slab - ($1.7 M)
Metro Auto Brick Manufacturing Plant Installation ($150 K)
Installation of a 1700 MT/day Capacity Cement Plant ($2.2 M)

Publications

Primer on Bridge Load Testing

Publication Date: November 11, 2019
Publication Description: Transportation Research Circular Number E-C257
Role: AFF40-Committee Member

Corrosion Protection of a Halifax Harbour Bridge

Publication Date: September 1, 2019
Publication Description: Journal of Protective Coatings and Linings (JPCL)

Structural Monitoring

Publication Date: June 7, 2019
Publication Description: Transportation Research Circular Number E-C246
Role: AFF40-Committee Member

Macdonald Bridge Approach Spans Bearing Investigation And Replacement: Challenges And Issues

Publication Date: November 8, 2018
Publication Description: International Cable Supported Bridge Operators Association (ICSBOA) Conference China 2018

Mackay Bridge Expansion Joints, Deck Replacements, And Fatigue Life Investigation

Publication Date: June 21, 2016
Publication Description: International Cable Supported Bridge Operators Association (ICSBOA) - ICSBOC 2016

MACKAY SUSPENSION BRIDGE HANGER INSPECTION AND REPLACEMENTS: CHALLENGES AND ISSUES

Publication Date: June 20, 2016
Publication Description: International Cable Supported Bridge Operators Association (ICSBOA) - ICSBOC 2016

Angus L. Macdonald Bridge Concrete Assessment and Remediation for an Extended Service Life of 75 Years

Publication Date: June 19, 2016
Publication Description: International Cable Supported Bridge Operators Association (ICSBOA)

BOOK - Inspection, Evaluation and Maintenance of Suspension Bridges: Case Studies

Publication Date: November 5, 2015
Publication Description: CRC Press, USA: Taylor & Francis Group
Cat/ISBN: K20800 / 9781466596887

MacKay Suspension Bridge Hanger Replacement and Main Cable Inspection

Publication Date: May 28, 2014
Publication Description: CSCE 2014 4th International Structural Specialty Conference

World Single Largest Mangrove Forest - 'Sundarban': A Hunt for Sustainability

Publication Date: December 19, 2003
Publication Description: Seminar on 'The role of renewable and alternative energy sources for national development - SRRAESND 2003'

Design Skills

Creative ability

Web Layout

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90%
Illustrations

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70%
Photoshop

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95%
Graphic Design

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85%

Skills

Creative ability

Leadership Experience

90%
Project Management Tools

Experienced with Primavera P6, MS
Project, and 1234Works.

80%
Risk Management Tools

Skilled in using Crystal Ball for risk assessment and mitigation.

95%
Cost Estimation

Proficient in Timberline for accurate costestimation.

85%

Skills

Project, Resource,
and Change Management

90%
Data Management
and Analysis

70%
Critical Thinking
& Problem Solving

80%
Effective
Communication

85%
Strategic
Planning

90%
Remote Team
Leadership

85%
Contact Centre
Technology

70%
CRM Tools (Salesforce,
Service Cloud)

55%

Coding Skills

Developing on

90%

Project, Resource, and Change Management
75%

PHP, MYSQL
85%

JavaScript
80%

Angular
95%

HTML, CSS
90%

Python

Coding Skills

Developing on

90%

WordPress

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75%

PHP, MYSQL

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85%

JavaScript

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80%

Angular

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95%

HTML, CSS

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90%

Python

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Reviews

What customers say

Joseph Mackey

Architect

Excellent all around! What stood out most was Jake's excellent service. He made sure our order was placed in time, even though we were ordering on a holiday.

Laura Owens

Designer

Excellent all around! What stood out most was Jake's excellent service. He made sure our order was placed in time, even though we were ordering on a holiday.

Olivia Riley

CEO

Excellent all around! What stood out most was Jake's excellent service. He made sure our order was placed in time, even though we were ordering on a holiday.

Javier Parker

Developer

Excellent all around! What stood out most was Jake's excellent service. He made sure our order was placed in time, even though we were ordering on a holiday.