Joe Schnaufer Email Address

Vice President Customer Service

Cleverbridge helps software companies implement, manage and optimize their global online sales and marketing initiatives. With an advanced e-commerce platform and the industry's first downloadable management application, the Commerce Assistant, cleverbridge offers worldwide online transaction processing, real-time sales reporting, complete checkout process customization, partner and affiliate management, fully integrated multivariate testing capabilities, robust marketing tools, multilingual order support and premier fraud protection. Together, these services and features help companies improve efficiencies, reduce costs and maximize online sales. Founded in 2005 by a team of seasoned industry professionals, cleverbridge is headquartered in Cologne, Germany and has an office in Chicago, Illinois.

Visionary, strategic, and results oriented executive with extensive contact center/customer operations leadership creating high performance service organizations in both domestic and offshore environments. Recognized leader in strengthening organizational culture and driving standards of excellence with demonstrated success in designing, developing, and implementing optimized contact center solutions. Deep and diverse experience managing performance turnaround, reducing attrition, and driving employee and customer satisfaction to levels of noted achievement across multi-channel, multi-level, phases of the life cycle. Able to develop, lead and empower large, geographically dispersed teams with P&L up to $100 million. Expertise includes start up operations, building high performance teams, leadership development, relationship management, and maximizing the use of employee engagement strategies. Specialties: Specialties: * Customer experience and designing service operations that scale * Performance optimization and holistic analysis * Business process outsourcing domestic & offshore - customer service, technical support * Change management, organizational integration * E-commerce, wireless telecommunications * Rapid service startups and new business launches * Persuasive communication/presentation skills * Technology assessment and implementation * Strategic planning and budgeting * Service operations transformation and turnaround through continuous improvement * Coaching/Leadership Development