Executive Statement

Throughout my career I have been responsible for establishing effective partnerships with, and on behalf of large, strategic clients. This includes managing and leading customer service teams, Project Management Offices, establishing and maintaining a world class Customer Experience program, and most recently leading transformation efforts with a focus on Process and Problem Management. These interactions have required me to work closely with a wide variety of business and IT groups, management levels, and organizations. My business acumen and leadership capabilities gained through my experiences have provided an extensive background from which to continue my growth and contribution.

If you would like to see how I can help your organization, please reach out to me here.

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​CUSTOMER EXPERIENCE, CLIENT MANAGEMENT, AND PROGRAM MANAGEMENT LEADER | BOARD MEMBER

​Expertise in strategic relationship development and business operations with extensive experience in
facilitated Customer Experience (CX) and Process Improvement programs across the manufacturing, technology, and finance sectors.  Adept at leveraging acuity for project planning and management with background in customer service, support, and advocacy to deliver on innovations and efficiencies to influence the client experience. Strong aptitude for leadership; fostering relationships across internal functions and hierarchies and collaborating with stakeholders to facilitate overall business objectives.

• Problem Management | Process Improvement
• Customer Experience  
• Relationship Management
• Project Management

• Sales and Marketing Support 
• Customer Service Support
• Strategic Planning​
• Consulting

 
EXPERIENCE

Stefanini, Overland Park, KS
Sr. Transformation Leader​
2019 - Present

Heads Global IT Transformation Office with a focus on Process and Problem Management for $3B+ global engineering and consulting firm.

Partners with internal and external customers using a human centered design approach and ITIL principles, to analyze the delivery and use of products and services to enhance overall effectiveness and enjoyment. This requires taking customer provided feedback, inferred insights, and available data; turning them them actionable items, and leading cross functional teams for resolution/implementation. These efforts have included:

• Designing and delivering formalized Problem Management training across the organization
• Leading offshore IT transformation efforts in Asia to improve service delivery and reliability of applications, servers and networks
• Leading improvement efforts for critical business line eliminating occurrence of all high priority Incidents
• Coordinating and leading critical Root Cause & Corrective Action analysis across IT infrastructure and all support vendors
• Supporting and counseling Major Incident and Incident Management programs

Self-Employed, Kansas City, MO area
Independent Consultant
2019 - 2020

Provided businesses and organizations expertise in the areas of service delivery, achieving and maintaining customer satisfaction, and programs to enhance teamwork and culture. Projects included:

• Partnering with Voyage Consulting Group in "Leadership NOW", an interactive development experience to help leaders capitalize on the volatile complexity of business.
• Guest speaker at "Leadership Drive". A monthly discussion of relevant and timely business and personal leadership topics hosted at Central Exchange in Kansas City.

 
Allegion, Olathe, KS                                                                                                               
Customer Experience Senior Program Manager
2017 - 2019
 
Spearheaded Customer Experience (CX) Program with focus on key, strategic accounts and select Go to Market models for $2.5B manufacturing firm. Partnered with customers for immersive, design thinking oriented engagement.

• Led strategic engagement for 30+ customers with cumulative sales over $330M annually.
• Developed and managed strategic closed loop processes and intentional experience design, executing customer experience program to grow the customer-centric culture. 
• Drove UX/UI tool development to further strengthen CX capabilities, including real-time metric dashboard. Utilized structured and unstructured feedback and strategic data to drive investment, systems, and process for intelligent design decisions. 

• Partnered throughout the organization (Sales, Marketing, Production, Customer Service, IT, etc.) to drive customer experience ownership and worked with customers directly with a human centered design focus. Guided business components of customer facing, large scale technology and process improvement projects in the areas of predictive data analysis, digital customer communication, and field support. 
• Aligned with other areas of the company to identify learning opportunities in the areas of teamwork and culture. Developed and facilitated discussions centered around “The Five Dysfunctions of a Team”.   
• Mentored colleagues in corporate global Mentoring Program, offering guidance, advice, and sharing life experiences with others within the organization. 

 
DST, Kansas City, MO                                                                                                            
Head of PMO; Client Relations Manager/Division Manager
2004 - 2016
 
Owned corporate approved programs executed through the Project Management Office for Brokerage business units for Tech firm in Financial Services. Developed reporting metrics tracking on time delivery, project health, and risk assessment. Led project managers and teams in agile and waterfall development environments and met or exceeded all corporate goals. Contributed to sales and marketing efforts as member of executive team responding to Request for Proposals, client acquisition presentations, and drafting/reviewing Service Level Agreements.  

• Established and led Project Management Office comprised of 6 PM’s managing over 30 active projects.  Met or exceeded all corporate goals regarding On-Time delivery and Project Health for Saas projects and large data conversions.
• Deployed Customer Experience Program within Brokerage business units and mentored management staff regarding survey engagement.
• Drove all projects for largest Brokerage client increasing account base serviced from 2k to 8M resulting in 99% increase in annual revenue.
• Facilitated client partnerships and led teams (foreign and domestic) providing those services. Obtained top "recommended" rating as measured in relationship surveys and supported 20% increase in client base with no corresponding staff increase.
• Cultivated and managed largest Brokerage client relationship. Received highest National Quality Review (NQR) and Net Promoter scores across client base and achieved highest “Recommended” customer rating.

 
 
ADDITIONAL RELEVANT EXPERIENCE
 
Boston Financial (DST affiliate), Kansas City, MO
Group Manager
1993 - 2004                                                                                                                           
 
Managed all aspects of the service agent relationship for multiple mutual fund companies. Led consolidated broker/dealer support area for participating client base. Oversaw day-to-day operations comprised of 35 associates, new product implementations, preparation and analysis of budget, fee negotiations, and marketing presentations for current and potential clients. 

• Member of corporate committee responsible for developing, introducing and supporting an organizational wide values program. Wrote and was featured in “Values” introduction video.

 
 
EDUCATION
 
Master of Business Administration (MBA), Management 
Bloch School of Business and Public Administration, University of Missouri, Kansas City, MO
 
 
ADDITIONAL RELEVANT INFORMATION

• Missouri State University Design Thinking Advisory Board Member
• Certified in ITIL v4 Foundations, PeopleCert
• Certified in Foundations in Design Thinking, IDEO U
• Member of Kansas City CX Leadership Roundtable
• Member of KC Design Thinkers

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​Bart is always taking the lead on issues and projects, along with working with internal personnel to guide them as to the correct way to do things. Bart is one of the best with solving problems; prompt and digs into the situation to find the root cause…. when issues came up with large Key Accounts, Bart resolves in a timely manner with the complete reason for cause of the situation and what he is doing to resolve

​- Bob Maas, Director / Allegion

Bart excelled at establishing and managing our Project Office which was responsible for the management of all of our large projects/programs of work. In addition, Bart's client relationship experience served as an example for our product support team and allowed him to quickly gain the respect of our clients and our associates

​- Mike VanderVat, Vice President / DST

Unquestionably, Bart would be a tremendous asset to any firm's senior leadership team.  He takes on all challenges without hesitation and conducts himself in the most professional and ethical manner possible

- Mike Duffy, Vice President / DST

He displayed a tremendous level of professionalism, and was thoughtful and thorough in his approach to addressing client's needs...Bart was a tremendous contributor for me at DST

- Scott Hawkins, Systems Officer / DST

Bart was a tremendous asset to our organization and contributed greatly to our overall success

​- Mark Scovell, Senior Vice President / Boston Financial