Stefan Walters

I am a Strategic Operations Lead with 15+ years of experience building and scaling customer success and support frameworks for remote-first and tech-driven companies. My expertise is in turning customer and data insights into scalable processes that drive retention, revenue, and operational efficiency.

Key Verified Achievements:

• Agency Owner & Strategic Freelancer: Landed and fulfilled 54 contracts on Upwork (generating $180K+ revenue). Recruit, manage, and quality-assure remote contractors to deliver on scope, time, and budget.

• Cryptocurrency ICO Scaling Leadership: Hired during a volume crisis. Built, trained, and managed a new team from scratch that handled a 100% volume increase and contributed to over $150,000 in sales.

• BPO Team Leadership & KPI Ownership: Accountable for teams of 15-25 agents, directly owning KPIs (AHT, CSAT, Productivity). Implemented systematic coaching and QA frameworks that improved team output and consistency.

• Strategic Operations & Cross-Functional Integration: As Operations Lead for a tech company, acted as the connective tissue between IT, Sales, and Finance for the CEO/COO. Owned priority management using an Urgency/Importance quadrant and optimized tools like Ringba for reporting.

• Content & Niche Expertise: Researched and authored 30+ articles on cryptocurrency/blockchain and developed training modules for complex products.

• Certified & Licensed Professional: Hold a valid CNA license (Oregon), demonstrating rigorous procedural compliance and client care in a high-stakes environment.

I target roles where operational chaos is reduced through systematic leadership, data-driven process improvement, and building teams that scale.