Summary
Overview
Work History
Education
Skills
Timeline
Generic

Grayam Scott

Detroit

Summary

Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.

Overview

24
24
years of professional experience

Work History

Customer Service Representative II

WPS Health Solutions
05.2024 - Current
  • Respond to customer requests for products, services, and company information regarding their Medicare Supplement Plan.
  • Track customer service cases and update service software with customer information regarding their Medicare Supplement plan.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Meet customer call guidelines for service levels, handling time, and productivity.
  • Exhibit high energy and professionalism when dealing with clients and staff.
  • Respond to customer requests, offering excellent support and tailored recommendations to address needs.
  • Remote

Call Center Quality Assurance Analyst

Insight Global
10.2023 - 01.2024
  • Monitored and evaluated the performance of individual agents utilizing recording and reviewing calls to monitor and analyze agent performance, both regarding soft skills and technical knowledge, as well as compliance across all contact channels.
  • Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Mentored and coached team members on QA topics and strategies.
  • Monitored KPIs, tracked quality metrics, and provided regular analytics reports.
  • Recommended call center QA software and training for customer support teams to meet and exceed customer service expectations.
  • Developed and improved knowledge of products and knowledge of call center performance and functional requirements.
  • Developed process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
  • Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.

Customer Service Supervisor

Bread Financial
03.2023 - 09.2023
  • Managed a team of 25 to achieve their goals, resulting in a 9% increase in service level.
  • Analyzed reports, listened to a high volume of weekly associate calls, and coached to conduct, productivity, regulatory/procedural, and quality behaviors to improve key performance indicators.
  • Completed quality reviews and monthly scorecard assessments for agents, resulting in a 20% improvement in customer satisfaction.
  • Collaborated with workforce management to manage staffing needs based on call volume and projections.
  • Managed call center agents' work schedules, time off requests, and approved remote downtime.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.

Customer Service Supervisor

Ryder Integrated Logistics
03.2020 - 12.2022
  • Managed a team of 30 customer service representatives to achieve KPI and quality goals.
  • Performed data analysis and reporting to ensure the team met goals to maintain a superior organization.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Selected and maintained a competent, motivated, and qualified staff of team leads and employees, which includes coaching, mentoring, disciplining, advising, training, termination, and resolution of personnel issues.
  • Evaluated performance variances to identify root causes, developed corrective action plans, and delivered performance reviews.
  • Determined merit increases based on performance and QA are presented via monthly and yearly scorecards.
  • Implemented changes to improve processes and efficiency through communication between multiple departments.
  • Interact with client groups as necessary and resolve client and customer escalation.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Remote
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.

Quality Assurance Manager/Call Center Trainer

SPH Analytics
03.2019 - 10.2019
  • Managed a Quality Assurance team of 12 resulting in a 9% increase in overall customer satisfaction.
  • Ensured all were quality assured to assess demeanor, technical accuracy, customer service performance, and conformity to company policy, client policy, and procedures.
  • Ensured development, creation, and implementation of call center quality processes and procedures.
  • Develop client-specific training materials as needed.
  • Managed a quality monitoring data management system to compile and track performance.
  • Ensure all employees are fully trained in current policies and procedures, job expectations, responsibilities, and industry changes.
  • Identify trends in data that could lead to process improvements, operational efficiencies, and improvements in customer experience.
  • Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
  • Held calibration meetings with various departments to meet client quality expectations.

Contact Center Operations Supervisor

SPH Analytics
11.2017 - 03.2019
  • Managed and developed 21 to 30 to achieve their goals, resulting in a 12% increase in customer satisfaction.
  • Representatives resulting in 93% customer satisfaction.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Collaborated with workforce management to ensure each project was effectively staffed.
  • Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and preparing and completing action plans.
  • Assisted, facilitated, and supported Recruitment with interview and selection processes for attrition and projects.
  • Developed new processes and procedures to assist in meeting department goals.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Provided training support through calibrations and training increasing quality assurance by 20%.
  • Arranging and chairing team meetings where issues of performance are mutually discussed.
  • Created clear and effective policies governing employee work and customer interaction.

Customer Service Representative

Assurant
02.2017 - 11.2017
  • Answered inbound phone calls related to homeowner insurance from homeowners.
  • Provided and updated account information such as effective dates, premiums, deductibles, and other related homeowner insurance information.
  • Maintained scheduled adherence and quality average of 97% when 92% was expected.
  • Communicated with other departments to resolve issues related to homeowner's insurance.
  • Assisted customers in a friendly and respectful manner.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Contact Center Operations Supervisor

Career Connections Inc
07.2012 - 05.2016
  • Managed day-to-day activities of staff ranging from 200 to 400 employees keeping a recommended service level of 90% at 93.6%
  • Drove and monitored operational performance to improve customer satisfaction through effective forecasting, staff planning, and workforce optimization.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
  • Proactively created incentive programs that assisted with reducing turnover by 23% and improving the overall morale of the contact center.
  • Collaborated with multiple departments to ensure improvement for customers and contact center agents.

Customer Service Manager

Mastercraft Interiors
04.2001 - 10.2011
  • Successfully managed activities of 10 direct reports in the corporate office and 12 indirect reports in the retail stores and set performance goals.
  • Implemented new CRM software (Salesforce), resulting in a 32% increase in customer satisfaction and a 25% decrease in average call-handling time.
  • Created and implemented a once non-existent standard operating procedure and a customer service training manual for the customer service department.
  • Effectively managed departmental expenses remain within the allocated budget.
  • Received Outstanding Customer Service Award as Call Center Manager 7 out of 10 years.
  • Trained and coached team members to deliver hospitable, professional service while adhering to set service models.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.

Education

Bachelor of Arts - Business Management

University of The Pacific
Stockton, CA
05.1993

Associate of Arts - Business Management

Northeastern Oklahoma A & M College
Miami, OK
05.1991

Skills

  • Team Leadership
  • Performance and Productivity Measurement
  • Hiring and Training
  • Customer Satisfaction Improvement
  • Cross-Functional Collaboration
  • Coaching and Mentoring Skills
  • Data Analysis and Reporting
  • Customer Service-Centric
  • Zendesk, NICE CX-One, Five9, Salesforce
  • Multitasking and organization
  • Time management
  • Problem-solving
  • Training and mentoring
  • Team development
  • Team building and leadership

Timeline

Customer Service Representative II

WPS Health Solutions
05.2024 - Current

Call Center Quality Assurance Analyst

Insight Global
10.2023 - 01.2024

Customer Service Supervisor

Bread Financial
03.2023 - 09.2023

Customer Service Supervisor

Ryder Integrated Logistics
03.2020 - 12.2022

Quality Assurance Manager/Call Center Trainer

SPH Analytics
03.2019 - 10.2019

Contact Center Operations Supervisor

SPH Analytics
11.2017 - 03.2019

Customer Service Representative

Assurant
02.2017 - 11.2017

Contact Center Operations Supervisor

Career Connections Inc
07.2012 - 05.2016

Customer Service Manager

Mastercraft Interiors
04.2001 - 10.2011

Associate of Arts - Business Management

Northeastern Oklahoma A & M College

Bachelor of Arts - Business Management

University of The Pacific

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