Scott Silvers
Groveland
Summary
Experienced results-driven Project Management, Client Services, and Global Operations Executive leveraging 20+ years of contact center and project management success, skilled in streamlining operations and maintaining schedules to ensure maximum customer satisfaction and business revenue. Leveraging my expertise in coordinating diverse teams and resources to complete the company's objectives, with strong technical and consultative skills, and a passion for customer driven insights that drive business results. Excellent communicator, building rapport and trust at all levels, and well-versed in both Waterfall and Agile Project Management methodologies.
Overview
24
24
years of professional experience
Work History
IT Project Manager
Benco Dental
08.2021 - Current
- Responsible for implementation of Infor WMS
- Lead internal project team members to ensure a successful project implementation including requirements gathering, user story documentation, working with primary ERP vendors on resource alignment, timeline, risk mitigation, and overall project success
- Project management in a hybrid of Waterfall and Agile utilizing Jira and Big Gantt
Project Manager
GE Healthcare
11.2016 - 08.2021
- Responsible for coordination of the delivery, installation, training and customer communication for anesthesia-based projects across the EAST Zone
- Average portfolio encompasses 50 plus projects valued at ~$12MM
- Responsible for all clinical education scheduling needs across the United States and across multiples modalities
Deputy Director
Highpoint Global
10.2014 - 06.2016
- Led a team of quality analysts to provide independent quality assurance for the Center for Medicare and Medicaid Services (CMS) call center locations across the United States
- Developed and implemented a quality management plan to ensure all objectives of the quality program are met; policies and processes are followed and client requirements are satisfied
Director of Call Centers
Zotec Partners
04.2014 - 10.2014
- Directed and/or managed all activities associated with Call Center operations, including developing and implementing policies and procedures on systems
- Decreased talk time by :30 seconds per agent while averaging 6,000 calls per day
- Successfully implemented 50+ Agent BPO Work@Home program and increased schedule adherence by 10%
Director of Customer Service
Symmetry Surgical
04.2012 - 12.2012
- Managed all aspects of merger/acquisition and integration of Olsen Medical/Johnson & Johnson's Codman Surgical Instrument, leading strategic and tactical management of a $50MM portfolio of clients with 20 agents providing customer care, sales support, product support, back office, fulfillment, and tech support to external customers
- Marquee hospital/surgical center clients included Vanderbilt University Hospital
- Key member of strategic management team developing and implementing growth strategies in lease-up stage of accelerated growth Management Company
Director of Customer Care, Account Manager
McKesson Corporation
01.2001 - 03.2012
- Promoted to manage organizational operations across 2 sites/60 FTEs, providing customer care, sales support, product support, back-office, fulfillment, and tech support to regional hospitals and pharmacies
- Tasked with turning around at-risk center, transforming operational metrics from red to green within 2 months by creating personal accountability, focus on data analysis, shift changes, and communication
- Account Manager
- Primary client contact for Center for Disease Control, leading internal client support team deliverables that met all requirements and objectives, while exceeding customer expectations for operational excellence
- Delivered productive strategic business reviews, meeting all contractual requirements for CDC/VFC business in 2009, 2010, and 2011
- Created and administered $45MM federal government cost savings by renegotiation/redesigning packaging and shipping metrics, reorganizing vaccine routing process, and appointing dedicated agent teams to monitor shipments and proactively route undeliverable product back to distribution center
Education
Bachelor of Science - Business Administration
American Intercontinental University
PMP Exam Preparation Course -
Project Management Academy
PMP Candidate
PMI
Skills
- Project Management
- Root Cause Analysis
- Schedule Management
- Microsoft Office
- Salesforcecom
- Microsoft Project
- SAP
- Stakeholder Management
- Productivity Improvement
References
References available upon request.
Awardsandcontributions
- Professional Sequence Award in Web Page Creation, University of California, Davis
- Multimedia Certificate, University of California, Davis
Timeline
IT Project Manager
Benco Dental
08.2021 - Current
Project Manager
GE Healthcare
11.2016 - 08.2021
Deputy Director
Highpoint Global
10.2014 - 06.2016
Director of Call Centers
Zotec Partners
04.2014 - 10.2014
Director of Customer Service
Symmetry Surgical
04.2012 - 12.2012
Director of Customer Care, Account Manager
McKesson Corporation
01.2001 - 03.2012
Bachelor of Science - Business Administration
American Intercontinental University
PMP Exam Preparation Course -
Project Management Academy
PMP Candidate
PMI
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