Summary
Overview
Work History
Education
Skills
Timeline
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Scott Grady

Corpus Christi,TX

Summary

Account operations professional with strong background in managing client relationships and streamlining processes. Known for effective team collaboration and ability to adapt to changing needs. Skilled in data analysis, project management, and strategic planning. Reliable and results-driven with focus on achieving operational excellence and fostering positive work environment.

Overview

36
36
years of professional experience

Work History

Account Operations Manager

Results-CX
01.2017 - 10.2025
  • Streamlined account operations, enhancing workflow efficiency and reducing processing times.
  • Developed and implemented standard operating procedures for account management processes.
  • Oversaw cross-functional team collaboration to ensure alignment on project objectives and deliverables.
  • Managed client relationships, addressing inquiries and resolving issues promptly to maintain satisfaction.
  • Analyzed performance metrics to identify areas for improvement in account operations strategy.
  • Led process optimization initiatives, achieving significant enhancements in service delivery timelines.
  • Coordinated with stakeholders to drive strategic planning efforts and align operational goals with business objectives.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries and concerns.
  • Created customized reports to provide valuable insights into account performance metrics for senior leadership review.
  • Managed high-profile accounts, ensuring seamless delivery of services and maintaining strong client relationships.
  • Streamlined account operations by implementing efficient processes and workflow improvements.
  • Planned, developed, implemented and maintained accounts.
  • Collaborated with cross-functional teams to develop comprehensive solutions tailored to meet unique client needs.
  • Developed and maintained client rapport and client satisfaction as measured by end-user satisfaction, client surveys and client feedback.
  • Facilitated communications between account management team and support services staff within call center.
  • Improved operational efficiency by automating manual processes, saving time and streamlining workflows within the department.
  • Streamlined account operations to enhance service delivery and customer satisfaction.
  • Collaborated with cross-functional teams to resolve complex client issues effectively.
  • Mentored junior staff on best practices for account management processes.
  • Implemented process improvements that increased operational efficiency across departments.
  • Led quarterly reviews with clients to assess account health and ensure alignment with goals.
  • Established strong relationships with key stakeholders, enhancing communication and collaboration efforts.
  • Met or exceeded account objectives for revenue and gross profit.
  • Implemented risk mitigation strategies to protect company assets, reducing potential financial losses from uncollectible accounts receivable balances.

Director of Client Services

QSROnline
02.2016 - 12.2017
  • Department Head for a diverse team of professionals at a software company helping maintain and increase profitability for over 3000 restaurants nationwide. Directly managing 3 Departments within the realm of Client Services:
  • Data Verification - A proactive team who monitors our client's reporting to ensure data validity and increasing customer loyalty.
  • Client Help Desk - A team that handles incoming calls and fields trouble tickets for first call resolution. Works in tandem with our development team to resolve more complex issues.
  • Onboarding Specialists - On boarders ensure that our new clients are taken through our software implementation process seamlessly and act as the Project Managers through the process
  • Manage largest customer relationships including but not limited to: Dairy Queen of Texas, Sonic, Genghis Grill, Popeye's, and Five Guys
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Developed and implemented efficient service delivery processes for improved response times.

Microsoft Client Services and Operations Manager

Invenio
03.2012 - 10.2015
  • Active member of the Leadership team managing all operations across multiple teams / segments for Invenio partner, Microsoft Premier Services.
  • Managed all aspects of a team of 41 Client Support Representatives (CSRs) providing contract creation for Enterprise, Public Sector, Federal Civilian, Department of Defense and small and medium sized business Microsoft Premier Services accounts.
  • Managed process, development, training, documentation and storage across all teams and segments including Support Inside Sales Representatives (SiSRs) for both internal (Invenio) and partner (Microsoft) processes and procedures.
  • Created and managed updates of internal and external Sales Logs.
  • Managed relationship with Microsoft Finance, Operations Team, external stakeholders and Leadership Team.
  • Created and Managed Sales Services View reporting and analytics.
  • Was responsible for internal and external Leadership Team communications and Project Management of CRM hygiene, Microsoft initiatives, staffing updates, alignment across teams / segments and multiple Microsoft deployments.
  • Managed monthly sales reconciliation and invoice file processes working in tandem with Invenio and Microsoft stakeholders.
  • Was responsible as part of Invenio Leadership Team for Microsoft / Invenio SOW creation and management (Fiscal year over planning).
  • Project Managed on boarding and off boarding for all Microsoft Product and Services Sellers and Support Staff;
  • HeadTrax management
  • VPN enablement / Microsoft Credentials creation and deletion
  • Microsoft and Internal tools and processes set-up and training
  • Escalated all process and tools challenges with Microsoft stakeholders.
  • Completed Project Management of CRM and Governance Compliant deployments across all teams / segments.
  • Contributed and attended Monthly and Quarterly Leadership Business Reviews
  • Created and managed new rhythms of business with Microsoft Stakeholders.
  • Was responsible in tandem with Inside Sales Managers, Vice President of Operations and Directors of Sales for Invenio Seller compensation quarterly payouts and communication.
  • Was responsible for internal communication of Microsoft Account List shifts and re-parenting of accounts which resulted in changes to the Microsoft Quota files.
  • Managed all service requests to move accounts in CRM to responsible sellers.
  • Responsible for contributing to Scorecard and pipeline reviews.
  • Streamlined operations by implementing process improvements and best practices across teams.
  • Led cross-functional teams to enhance productivity and optimize resource allocation.
  • Developed and executed operational strategies to improve efficiency and reduce costs.
  • Mentored staff on operational procedures, fostering a culture of continuous improvement.
  • Analyzed performance metrics to identify areas for process enhancement and operational excellence.
  • Coordinated with stakeholders to align operational goals with organizational objectives.
  • Implemented training programs that improved team performance and reduced onboarding time.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Lead Executive Program / Project Manager

VerizonBusiness
02.2009 - 03.2010
  • The Complex Delivery Program Management Transition Lead for multiple clients. Clients included Xerox (a $32 million project focused on the transitioning of all conferencing and IPT services from internally managed existing environment to a fully transformed solution under VerizonBusiness Management) and Warner Brothers (a $25 million project focused on transitioning all IT services, employees, software and assets from internally managed existing environment to a fully transformed solution under VerizonBusiness management). Both companies included a large footprint of international sites.
  • Acted as key transition facilitator coordinating all phases of implementation to ensure smooth and efficient transition from the current customer environment to a Verizon Business managed environment.
  • Worked with internal, external stakeholders and Legal to develop SOWs.
  • Program Managed cross functional teams of Engineers, Technical Writers and Project Managers to SOW adherence.
  • Continuously evaluated project performance and managed development of detailed project documentation through use of SharePoint and MS Project to monitor adherence to project cutover and install schedules. Identified risks and validated that mitigation plans were in place as required.
  • Cross functionally maintained management of detailed project plans, resource schedules, and timelines managing ma0000jor milestones with subordinate Engineers, Technical Writers and Project Managers.
  • Monitored issue resolution and escalated issues not being resolved within appropriate timeframes across all project towers.
  • Managed preparation and documentation of processes and procedures based on ITIL standards where applicable to create Service Requests. Incident and Change Management activities such as operational dry runs, process flows using Visio, Asset Management and SLA reporting.
  • Ensured all project requirements were effectively communicated to internal and external Executive stakeholders and Leadership Team.
  • Appropriately managed all documentation for scheduling and facilitating project team meetings by creating weekly dashboards and management of project Milestones throughout project lifecycle cross functionally.
  • Obtained commitments of Project Managers and project teams composed of employees, customers, and partner resources to ensure the proper balance of allocated project resources, project profitability while managing the budget and high client satisfaction.
  • Project Managed in tandem with Capgemini to establish electronic bonding from ITSM to ETMS (trouble ticketing systems).
  • Vetted Tier 1, 2 & 3 ticketing SLAs and set up Service Desk with swivel chairs into TPV systems to manage Tier 2 phone configuration changes by mapping of customer information via People Soft and site survey process.
  • Managed and created Process and Procedures Guide.
  • Developed customized billing using IBRs (billing system) to in enable billing for International countries with no VerizonBusiness presence.
  • Managed HR transition of rebadging employees to VerizonBusiness.
  • Managed Engineers for all IT implementations, site surveys and scheduling of appropriate resources internally and externally.
  • Worked directly with PMO to pass off completed transition with customer sign off.
  • Directed cross-functional teams to develop and implement strategic initiatives, enhancing operational efficiency.
  • Oversaw project management processes, ensuring timely delivery of solutions aligned with business objectives.

Project Manager

VerizonBusiness
03.1995 - 01.2009
  • Project managed a series of productivity and process company-wide improvements after thorough analysis of internal order entry to billing completion flow through lifecycle of individual projects. Project Managed identification of top issues impeding order and implementation processes resulting in increased staff productivity. Successfully achieved staff and Leadership acceptance of change management initiatives.
  • Established a highly productive and motivated account team through responsible task delegation, ongoing encouragement, and active collaboration between staff and Leadership Team during high volume Private Internet Protocol and Local installation. 800k monthly revenue 2001- First American Title
  • Established project management task forces (War Teams) to maximize interdepartmental relationships, restoring communication lines and forging solid partnerships between sales force, back office and senior management resulting in increased customer confidence.
  • Project Managed customer accounts – Nordstrom, Boeing, Starbucks, Intermec, First American Title, Radio Shack, The Scooter Store, IBC Bank, Wachovia Bank, Oxyfresh, Melaluca, Coldwater Creek, Volt, Wachovia, First American Bank, Comerica Bank and the Edison Companies
  • Project Managed global account billing of approximately 25 million in annual revenue. Partnered with sales on an overall account strategy and revenue growth through technical knowledge, financial management and contractual compliance through each projects lifecycle.
  • Working knowledge across IT product set for VOIP, Security Services, Local Service, Access, Internet, Private Internet Protocol, ATM, Frame Relay, ILEC services, complex toll free routing and all other enterprise services from install to billing.
  • Project Managed internal organizations to ensure client service objectives are met.
  • Proactive Service Management verses crisis management through quarterly client service reviews, monthly billing reviews and milestone management.
  • Managed risk and mitigation assessment.
  • Project Managed development and facilitation of billing flow descriptions and execution for VerizonBusiness' first PIP install (First American Title).
  • Responsible for growth, maturity and investment for Global Accounts until 2003 and Commercial Accounts to 2009.
  • Executive project management with client to leverage service initiatives.
  • Developed, project managed and implemented complex enterprise solutions to client concerns.
  • Project managed engagement of cross functional teams in developing enterprise solutions and making customer recommendations both financial and technical.
  • Proactively leveraged resources to project manage the contract parameters between customer and VerizonBusiness, from the first contract discussion, through presale, Legal, Business Development, Marketing, Implementation, invoice review and monthly maintenance.
  • Managed account receivables to and P&Ls to an objective level.
  • Managed relationship with client understanding their culture, behaviors and business drivers.
  • Performed revenue management functions in tandem with account team to ensure sales are tracked.
  • Creation and management of VerizonBusiness Service/Call Centers for Oxyfresh and Melaluca and Coldwater Creek.
  • Team Lead, Southern California and Seattle, WA through training and mentoring programs.
  • Honored with Corporate Elite Award for accomplishments in March 2002.
  • Honored with Presidents Club first quarter 2002.

Front Office Manager

Holiday Inn Sunspree Resort Scottsdale
03.1992 - 10.1994
  • Converted Camelview Resort to the second Holiday Inn Sunspree Resort in the chain. Inclusive of installation of Holiday Inn systems (Reservations, front office and POS systems), setting new policy and procedures, training of systems while never closing during project lifecycle. Managed front office.
  • Managed rooms division (all aspects)
  • Housekeeping
  • Concierge
  • Bell Staff
  • Groups
  • Reservations
  • Budgets
  • HR functions / hire, fire, documentation and reviews
  • Occupancy
  • Daily room rate
  • Room projections
  • Seasonal pricing
  • Responsible for walking clients when overbooked
  • Promoted from Reservations Manager
  • Oversaw front office operations, ensuring seamless guest experiences and efficient service delivery.
  • Trained and mentored staff, fostering a collaborative environment and enhancing team performance.
  • Implemented process improvements that streamlined check-in/check-out procedures, reducing wait times significantly.
  • Managed reservations system, optimizing occupancy rates through strategic pricing and inventory control.
  • Developed and enforced standard operating procedures to maintain high levels of service quality and consistency.
  • Collaborated with housekeeping to ensure timely room availability and uphold cleanliness standards for guest satisfaction.
  • Addressed guest inquiries and concerns promptly, resulting in improved feedback scores and repeat business.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
  • Led front office team during major hotel renovation, maintaining high service standards amidst changes.

Reservations Manager

Embassy Suites Tempe, AZ
02.1990 - 03.1992
  • Handled all incoming reservations inclusive of group blocks, managed Global Reservations Desk, responsible for forecasting, rate assignment, reporting to Front Office Manager and worked closely with Sale Director to ensure rooms were at maximum occupancy.
  • Promoted from Embassy Suites Corporate Reservations Center.

Education

Degree - Hotel Travel & Management

International Aviation And Travel Academy
Arlington, TX
05.1990

Basic Studies - undefined

Austin Community College
01.1988

Some College (No Degree) -

Del Mar Community College
Corpus Christi, TX

Graduated - undefined

Calallen High School
01.1985

Skills

  • Team leadership
  • Business operations management
  • Financial reporting creation and delivery
  • Enterprise network re-engineering
  • Contract management expertise
  • Cross-functional project management
  • Annual budget planning
  • Procedure development and optimization
  • Call center operations expertise
  • Organizational change management
  • Risk assessment and mitigation
  • Vendor partnership development
  • Team and company development best practices
  • IT transition management
  • Regulatory compliance management
  • Strategic program alignment
  • Root Cause Research and Resolution

Timeline

Account Operations Manager

Results-CX
01.2017 - 10.2025

Director of Client Services

QSROnline
02.2016 - 12.2017

Microsoft Client Services and Operations Manager

Invenio
03.2012 - 10.2015

Lead Executive Program / Project Manager

VerizonBusiness
02.2009 - 03.2010

Project Manager

VerizonBusiness
03.1995 - 01.2009

Front Office Manager

Holiday Inn Sunspree Resort Scottsdale
03.1992 - 10.1994

Reservations Manager

Embassy Suites Tempe, AZ
02.1990 - 03.1992

Basic Studies - undefined

Austin Community College

Graduated - undefined

Calallen High School

Degree - Hotel Travel & Management

International Aviation And Travel Academy

Some College (No Degree) -

Del Mar Community College

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