Scott Hollan
Albuquerque,NM
Summary
A highly skilled and enthusiastic management professional with experience delivering comprehensive, team-focused service and training in fast-paced production, service-oriented environments.
Overview
21
21
years of professional experience
Work History
Sr Manager
T-Mobile USA
11.2017 - Current
- Outline key executional strategies for key enterprise performance metrics.
- Lead operational teams to deliver excellence in customer satisfaction, efficiency, and growth.
- Manage day to day partnerships with international teams.
Business Operations Manager
T-Mobile USA
01.2010 - 11.2017
- Manage Global Care program and performance for multiple Service Partners sites, overseeing numerous lines of business and supporting diverse leadership teams.
- Act as the intermediary between T-Mobile and Service Partners, supervising the day-to-day operations and delivering on metric targets to ensure positive customer experiences as well as cost savings to the business.
- Serve as the point person for developing and executing site performance strategy, aligning individual sites to T-Mobile’s values and focus to deliver on the Un-carrier promise.
Quality Manager
T-Mobile USA
01.2006 - 01.2010
- Managed T-Mobile quality programs for Global Care and performance requirements of multiple Service Partner sites, and for various lines of business.
- Functioned as the intermediary between T-Mobile National Customer Service Quality (NCSQ), SPM Teams, and multiple Service Partners. I lead and participated in cross-functional partnerships with SPM Training, Business Support, and Operations Teams to drive performance improvement consistent with positive customer experiences.
- Directly supported Partner sites through call monitoring, data analysis & reporting, conducted operational audits, and drove quality improvement through site reviews and performance improvement action plans.
- Responsibilities included performance management, change and project management, quality control, vendor relations, maintaining standards of business conduct and rewards and recognition programs.
Business Operations Supervisor
T-Mobile USA
01.2005 - 01.2006
- Monitored and tracked project execution of tasks.
- Facilitated development and reporting of program metrics.
- Oversaw day-to-day business operations subprime LOBs, by fostering deep professional relationships.
Retention/Adv Gen Care Coach
T-Mobile USA
07.2003 - 01.2005
- Directly supported frontline CSR's through daily/weekly skill development.
- Data analysis & reporting to identify areas of opprtunity.
- Drove quality improvement through performance reviews, weekly coaching, and performance improvement action plans.
Frontline CSR
T-Mobile USA
04.2003 - 07.2003
- Supported customers directly, delivering on all call handling , satisfaction & resolution metrics
Education
Bachelor of Science - Organizational Leadership
Ashford University
Online08.2019
Associate of Science - Business Administration
University of New Mexico
Gallup, NM05.1995
High School Diploma -
Cibola High School
Albuquerque, NM05.1990
Skills
- 18 years BBO-Call Center -Vendor Management
- Training & Professional Development
- Performance Tracking & Analysis
- Troubleshooting & Problem Resolution
- Vendor Management & Client Relations
- Elite Operational Expertise
Timeline
Sr Manager
T-Mobile USA
11.2017 - Current
Business Operations Manager
T-Mobile USA
01.2010 - 11.2017
Quality Manager
T-Mobile USA
01.2006 - 01.2010
Business Operations Supervisor
T-Mobile USA
01.2005 - 01.2006
Retention/Adv Gen Care Coach
T-Mobile USA
07.2003 - 01.2005
Frontline CSR
T-Mobile USA
04.2003 - 07.2003
Bachelor of Science - Organizational Leadership
Ashford University
Associate of Science - Business Administration
University of New Mexico
High School Diploma -
Cibola High School
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