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Stacy Strackovska

@stacystrackovska

Senior Operations leader at College Board who cut test center onboarding time by 75% and reduced call-handle time by 33%.

United States

Message

At COLLEGE BOARD, I translated strategic goals into operational readiness plans for a $24M global payment-modernization program and prepared 55,000+ staff for execution. I also designed onboarding and service-delivery frameworks for Tier 1 agents across 240+ countries, reducing test center onboarding time by 75%.

As Director, Program Implementation at COLLEGE BOARD, I scaled a knowledge-management system for customer-service teams that reduced call-handle time by 33%. I also developed and governed a train-the-trainer SAT Suite for Colorado support agents, reaching a 99% training completion rate.

Earlier, at ASURION, I managed digital-service product lifecycles and helped modernize Visa claims processing with an online portal. At ORACLE AMERICA INC., I supported acquisition-integration learning and change efforts and scaled a sales-operations cost center across North America and India.

Experience

Work history, roles, and key accomplishments

Senior Director, Global Operations & Coordinator Experience

College Board

Dec 2022 - Apr 2025 (2 years 4 months)

Translated strategic business objectives into operational readiness plans for a $24M global payment-modernization program, managing dependencies across product, engineering, operations, and vendors. Designed scalable onboarding and standardized customer-service delivery frameworks supporting Tier 1 contact center agents across 240+ countries.

Data Analysis Dashboarding Vendor Management Onboarding Training Continuous Improvement Program Management Stakeholder Management

Director, e-Learning Vendor Management

College Board

May 2018 - Nov 2022 (4 years 6 months)

Led go-to-market strategy for a global Learning Management System marketplace, leveraging reusable content and disciplined sourcing. Analyzed frontline contact center operational metrics and customer-interaction data to identify workflow breakdowns and drive continuous improvement.

Vendor Management Go To Market Strategy Data Analysis SQL Agile Product Ownership Stakeholder Management

Director, Program Implementation

College Board

Feb 2016 - May 2018 (2 years 3 months)

Spearheaded high-impact knowledge management and agent readiness initiatives for state-level customer engagement contracts. Scaled a knowledge-management system that reduced call-handle time by 33% and managed multimillion-dollar implementations for state departments of education.

Knowledge Management Program Management Training Stakeholder Management Process Improvement

Product Manager, Strategic Accounts

Asurion

Feb 2013 - Jan 2016 (2 years 11 months)

Managed the full product lifecycle and go-to-market strategy for digital services across automotive and mobile categories, overseeing contracts totaling $2M+. Implemented a tier system for a Premier Technical Support Call Center team, including IVR and quality assurance protocols.

Product Management Go To Market Strategy IVR Quality Assurance KPI development SOPs Cross functional Leadership

Program Manager II

Asurion

Apr 2012 - Feb 2013 (10 months)

Led Visa's Card Benefits and Protection claims program, supporting 100,000 cardholders. Modernized claims processing by replacing fax submissions with an online portal, increasing claim transparency and raising customer satisfaction to 85%.

Program Management Claims Processing Customer Experience Financial Modeling Vendor Management

Manager, Business Operations

Asurion

Nov 2010 - Apr 2012 (1 year 5 months)

Executed business operations for Delivery and Installation service categories, managing program health for Xfinity and AT&T service categories. Applied financial modeling and data analysis to service and labor data, resulting in a re-pricing structure that produced $2.5M in cost savings.

Business Operations Financial Modeling Data Analysis Program Management Cost Savings

Senior Operations Manager – North America

Oracle America Inc.

May 2004 - Nov 2010 (6 years 6 months)

Led acquisition-integration learning and change efforts following the PeopleSoft, Hyperion, and Sun Microsystems acquisitions. Prepared 20+ global sales representatives to adopt Oracle University policies and procedures, achieving 100% onboarding.

Change Management Training Onboarding SOPs Knowledge Articles Budget Management