Areas of expertise:
- Customer experience
- Team development
- Customer relationship management strategy
Stefanie Langsam has more than 20 years of broad-based management and leadership experience in both administrative and operations environments, with a focus in customer relationship management (CRM) strategy development and execution. She has a particular passion for contact center operations and customer self-service design as it allows her to feel directly connected with the end customer. She is also experienced in evaluating and redesigning processes, case management process and technology, developing training strategies and curriculum, managing organizational change, and facilitating teams and working sessions.
Since 2006, Stefanie has been an independent consultant. Prior to her work as an Independent Consultant, she was employed for nine years by IBM (formerly PwC Consulting), leaving as an Associate Partner and having received the IBM Global Golden Circle award and the IBM Public Sector Delivery Excellence award.
She enjoys working with clients to identify ways to deliver better customer service and an enhanced customer experience, focusing on customers and getting it right; projects that allow her to work in an operational environment, roll up her sleeves, dive into a problem, and solve the puzzle; and working collaboratively with teams whose members teach her something new and allow her to share something with them in return.
Stefanie is a cum laude graduate of Towson State University in Maryland, earning a BS in Business Administration and Fine Arts, and was granted an MBA from the University of Maryland Robert H. Smith School of Business. Stefanie served for several years on the Board of Directors of a local homeless shelter, including one year as secretary and one year as president. She lives in Maryland with her husband and daughter — her two highest priority customers.