Scott Grady
Corpus Christi,TX
Summary
Account Operations Manager with extensive experience at Results-CX, specializing in process optimization and team leadership. Led initiatives that significantly improved operational efficiency and service delivery timelines. Proficient in strategic planning and vendor management, enhancing client satisfaction and fostering strong relationships across various sectors.
Overview
31
31
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.
- Lead team over multiple verticals including Vizio, tech support, Hill’s Pet Nutrition and Hickory Farms, retail, Optum for healthcare and Armed Forces and Academy banks, financial.
- Scaled annually to 1600 headcount across 3 geos for Optum during AEP annually, a 30 million dollar annual project.
- 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 with Optum / UHC Healthy Benefits Plus program.
- Streamlined account operations by implementing efficient processes and workflow improvements.
- Collaborated with cross-functional teams to develop comprehensive solutions tailored to meet unique client needs.
- 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.
- Implemented process improvements that increased operational efficiency across departments.
- Led quarterly reviews with clients to assess account health and ensure alignment with goals.
- Met or exceeded account objectives for revenue and gross profit.
Director of Client Services
QSROnline
Corpus Christi, TX
02.2016 - 12.2017
- Department Head for a diverse team of professionals at a SaaS company helping maintain and increase profitability for over 3000 restaurants nationwide.
- Directly managing 3 Departments within the realm of Client Services.
- 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 and software implementation.
- Spearheaded overhaul of SaaS implementation process increasing organization and accuracy.
Microsoft Client Services and Operations Manager
Invenio
Austin
03.2012 - 10.2015
- Active member of the Leadership team managing all operations across multiple teams / segments for Invenio partner, Microsoft Premier Services Tele-sales Center.
- Book of business - $32.5 million annually.
- 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 to track billing and commissions through CRM.
- Managed relationship with Microsoft Finance, Operations Team, external stakeholders, and Leadership Team.
- Contributed and attended Monthly and Quarterly Leadership Business Reviews.
- Streamlined operations by implementing process improvements and best practices across teams.
- Developed and executed operational strategies to improve efficiency and reduce costs.
- Analyzed performance metrics to identify areas for process enhancement and operational excellence.
Lead Executive Program / Project Manager
VerizonBusiness
Austin
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 IT 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.
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.
- Book of business was over fifty million annual billing – 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.
Education
Degree - Hotel Travel & Management
International Aviation And Travel Academy
Arlington, TX05.1990
Basic Studies -
Austin Community College
Corpus Christi01.1988
Some College (No Degree) -
Del Mar Community College
Corpus Christi, TX01.1988
Graduated -
Calallen High School
Corpus Christi05-1985
Skills
- Team leadership and development
- Strategic alignment and planning
- Regulatory compliance
- IT transition management
- Vendor management
- Risk assessment and mitigation
- Change management
- Call center operations
- Process optimization
- Budget management
- Cross-functional project management
- Contract negotiation
- Network optimization
- Financial reporting and analysis
- Business operations oversight
- SaaS implementation
References
References available upon request.
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
Degree - Hotel Travel & Management
International Aviation And Travel Academy
Basic Studies -
Austin Community College
Some College (No Degree) -
Del Mar Community College
Graduated -
Calallen High School