Summary
Overview
Work History
Education
Skills
Timeline
Profressional Highlights
Generic

Jennifer Scott

Dallas,TX

Summary

Natural leader experienced in driving team results by coaching and motivating team members to increase operational efficiency and customer satisfaction. Spearheaded revamping and implementing Call Quality Evaluation program , Voice of the Customer, New Hire Training programs as well as creating Coaching to Behaviors for new leaders. Over 20 years of leadership experience in Telecom, E-commerce, Multi-Level Marketing, Insurance and Airline industry contact centers.

Overview

10
10
years of professional experience

Work History

Customer Experience Manager

American Airlines
Dallas , Texas
09.2021 - Current
  • Motivated, engaged and developed 9 Customer Care Manager leaders and 200 in office and home base team members to create highly desirable working environment.
  • Developed and facilitating monthly leadership and coaching/feedback training for contact center leaders to have a direct impact on front line team member experiences.
  • Regional lead for Re-imaging the contact Center experience (RTCCE) project to revamp training and technology
  • Project led for reinventing new hire training to include layer learning approach and City Codes assessments.
  • Weekly analyzed, tracking and trending call center statistics, sales rates, and customer service metrics and provide action plans on improvement plans

Senior Manager Customer Care

Missouri Employee Mutual
Columbia, MO
05.2020 - 08.2021
  • Lead implementation of strategic objectives, policies, and procedures for all aspects of customer service operations center to include telephone, email, and chat.
  • Develop, and coach team of 75 to including front-line sales and claims team members and Team Managers.
  • Redesigned policy and procedures documentation which resulted in streamlining 30 procedures which equated to 60K in savings by optimizing efficiency and reduced headcount by 1.5 FTE
  • Ensure actionable individual development plans are in place for all team members with timely review to build mentoring and employee development and retention.

Director Customer Care

Kemper Insurance
Dallas, TX
09.2018 - 05.2019
  • Lead the day-to-day operations of 250 home and in office based sales and customer service agents including managers, supervisors, call quality analysts, trainers
  • Revised department key performance measurements to focus on improving sales conversions and improving overall customer experience and impact net promoter
  • Created Customer service agent weekly and monthly performance reporting scorecards to include center-wide development and action plans to drive performance.
  • Spearheaded call quality program to simplify score and focus on 5 key components to drive and improve customer experience and CSAT.

Director Customer Service

Norwex
Dallas, TX
03.2015 - 02.2018
  • Responsible for day to day operation and leadership of the call center as well as strategic planning to improve customer experience
  • Successfully led and developed 75 team members including supervisors, trainers, workforce analyst, knowledge base coordinator and quality analyst in multiple locations to include work from home and in-office agents, delivering Telephone, chat, email, and social media customer care
  • Manage all key performance call metrics include service levels, call handle time, abandon rate as well as staffing, training, quality, call forecasting, workforce planning
  • Implementing new technology to act as a knowledge base management tool to house product information as well as how-to procedures
  • Spearheaded at home base rep program and improved employee retention by 20%
  • Design and implemented call quality program, resulting in 85% higher customer satisfaction ratings
  • Reduced overall operating cost by 38% by managing contract labor, cost per call by implementing technical efficiencies to streamline processes and procedures.

Senior Operation Manager

Vitamin Research Products
Dallas, TX
05.2013 - 03.2015
  • Led strategic direction of day-to-day operation of 100-seat internal inside sale and customer service call center and 300 seat outsourced call center vendor to include revenue generation, performance, quality, cost per call, along with Service Level Agreements with BPO.
  • Increase overall cross-sell percentage by 25% by creating overcoming objective scripting and training and created up-selling scripting.
  • Managed vendor performance to maximize profitability and achieve financial objectives.

Customer Care Account Manager

Panetch Wireless
Dallas, TX
04.2010 - 01.2013
  • Manage 200 seats internal call center, outsourced client-vendor call center along with managing vendor relationships with offshore outsource vendor leadership and AT&T
  • Created and established Key Performance indicators for internal call center and outsource vendors partners
  • Implement credit process to reduce exposure from high-risk vendors and increase collections by 20%.
  • Exceeded sales quotas and increased profitability by 25% by creating feature and cross-sales KPI's and scripting for vendor call centers

Education

BS - Business Management

University of The Southwest Texas
Dallas Texas
2022

Skills

  • Continuous Improvements
  • Employee Coaching and Development
  • Strategic planning
  • Organizational Management

Timeline

Customer Experience Manager

American Airlines
09.2021 - Current

Senior Manager Customer Care

Missouri Employee Mutual
05.2020 - 08.2021

Director Customer Care

Kemper Insurance
09.2018 - 05.2019

Director Customer Service

Norwex
03.2015 - 02.2018

Senior Operation Manager

Vitamin Research Products
05.2013 - 03.2015

Customer Care Account Manager

Panetch Wireless
04.2010 - 01.2013

BS - Business Management

University of The Southwest Texas

Profressional Highlights

  • Implemented multiple channel service to include live chat and using social media to interact with customers to address issues and or concerns
  • Solely responsible for implementing a Knowledge Base software system from reviewing RFP's to making a recommendation to CIO and CEO to support the center to include contract negotiation, IT testing as well as launching into global markets as well in North America 
  • Launching a successful work from home program for agents and supervisors Create a formal new hire training to include a training manual which reduced overall training time by 4 days
  • Created and conducted training for front-line supervisors on Blocking and Tackling the daily challenges of managing a large team
  • Create call quality program and training to identify Key Behaviors in call quality coaching.


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