Executive Impact
Technology leadership measured through scale, resilience, risk reduction, and business performance.
Stephen's impact is best understood through the operating outcomes he has delivered across multiple companies: stronger control environments, scalable technology platforms, lower operating costs, faster growth, better data, successful integrations, and technology capabilities that contribute directly to revenue and enterprise value.
Enterprise Transformation
Building the operating structure required for scale.
Stephen has repeatedly inherited fragmented or rapidly growing environments and built the operating structure required for scale.
- Established Peak Support's CIO function and operating model.
- Consolidated collaboration, identity, endpoint, governance, and security platforms.
- Led global cloud, infrastructure, architecture, and workplace modernization at ResultsCX.
- Built repeatable governance, change-management, and service-management disciplines.
- Established multi-country technology foundations at Arvato.
- Built the systems supporting PCS Partners' growth from startup to regional retail enterprise.
Cybersecurity, Risk & Compliance
Security and compliance as operating capabilities, not one-time projects.
Stephen has led cybersecurity and compliance as operating capabilities rather than one-time certification projects.
- Acting CISO at Peak Support and ResultsCX.
- Built Peak Support's security and compliance environment from an early-stage baseline to ISO/IEC 27002-aligned controls, PCI DSS Level 1, SOC 2 Type II, and HIPAA.
- Led PCI DSS, HiTRUST, HIPAA, SOC 1, and SOC 2 programs at ResultsCX.
- Delivered ISO/IEC 27001 and PCI DSS Level 1 certification at Arvato.
- Established enterprise SIEM, DLP, identity controls, mobile security, managed SOC, browser security, audit governance, and risk-management platforms.
- Directed the enterprise response to a material Business Email Compromise incident, with lasting control improvements.
AI, Data & Analytics
From internal tools to governed, client-facing, revenue-generating capabilities.
Stephen has moved data and AI from fragmented internal tools into governed, client-facing capabilities — and, at Peak Support, from internal enablement into market-facing, billable services.
- Modernized analytics around Microsoft Fabric and Power BI.
- Automated multi-source data ingestion, near-real-time reporting, and AI-enhanced insight generation.
- Deployed sentiment analysis, summarization, QA, and workflow automation for customer intelligence.
- Established governance for secure AI use in regulated, client-sensitive environments.
- Built and scaled a CX Technology, Data & AI Services practice with defined service offerings — health checks, optimization, implementation, migration, managed services, automation, analytics, and AI-enabled workflows.
- Built certified capability across major CX platforms, integrated into client delivery, sales, demos, QBRs, and diligence.
- Earlier implemented RPA and desktop analytics at ResultsCX.
Operational Scale & Cost Discipline
Technology modernization paired with disciplined operating economics.
Stephen's leadership combines technology modernization with disciplined operating economics.
- When COVID-19 forced an emergency shift to remote work, scaled operations from zero to 3,000 agents in 45 days, and more than 10,000 within four months.
- Managed environments supporting 25,000+ employees.
- Directed annual technology budgets exceeding $20M at ResultsCX and $10M at Arvato.
- Delivered $2.5M+ in annualized savings through datacenter consolidation and carrier renegotiation.
- Achieved 40% lower domestic help-desk costs with 30% faster ticket response.
- Delivered $1M+ in telecom and network savings at Arvato.
- Delivered roughly $12,000/month in savings through collaboration-platform consolidation at Peak Support.
M&A Diligence & Integration
Supporting transactions from both the acquisition and sell-side.
Stephen has supported transactions from both the acquisition and sell-side perspectives.
- Led or supported technology, cybersecurity, and compliance integration for four ResultsCX acquisitions, integrating roughly 6,000 employees.
- Supported ResultsCX transaction diligence and ownership transitions, including the 2018 recapitalization and the 2021 sale to ChrysCapital.
- Owned technology, security, compliance, and data workstreams during the Peak Support sale process.
- Participated in 25+ initial investor meetings and roughly 8–10 finalist discussions.
- Contributed to buyer-facing materials, diligence responses, management presentations, evidence reviews, and integration planning.
- Supported post-close security, compliance, audit, and governance integration with Ubiquity, including aligning Peak Support's ISO program to Ubiquity's existing 27001 certification.
In total: 2 companies sold, 4 acquired and integrated — six transactions across both sides of the table.
Executive Leadership & Governance
Operating at the intersection of strategy, execution, risk, and accountability.
Stephen operates at the intersection of business strategy, technology execution, enterprise risk, and organizational accountability.
- Reports and presents to CEOs, executive teams, boards, clients, investors, auditors, and transaction stakeholders.
- Executive board member, PCS Partners (20+ years).
- Built global and multi-country technology and security teams.
- Managed budgets, vendors, operating partners, audit firms, legal counsel, and managed-service providers.
- Established executive governance cadences for technology, security, risk, compliance, data, and transformation.
- Serves as executive subject-matter lead for technology, security, compliance, and AI client-diligence discussions.
By the Numbers
Executive impact in summary.
Technology as an Operating Capability
Technology as an operating capability.
Across companies and industries, Stephen's work has centered on building technology organizations that can scale, withstand scrutiny, support growth, and contribute directly to business performance.
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