Scott Maple

Responsibilities include translating executive vision to actionable items through the creation and implementation of key performance standards, effective coaching and development strategies, ongoing employee training, and comprehensive communication standards for 60-seat customer contact center. Provide leadership development to team of six (6) Supervisors and three (3) Principals to drive staff performance and ensure adherence to state and federal regulations governing the issuance of self-reliance benefits to Idaho citizens. Analyze trends in call volume, attendance, call efficiency and performance to make sound strategic decisions necessary to meet customer volume demand. Manage employee engagement and workplace safety through ongoing focus group discussions with staff. Collaborate with statewide analytics team to develop reporting that effectively identifies and tracks performance and adherence with regulatory guidelines. Work with managers at satellite locations to respond real-time to changing needs. Manage budget for expenses related to office supplies and vendor payments. Act as subject matter expert for call center software suite for statewide managers, including creating trainings and providing support.

Major Accomplishments

· Redesigned IVR phone tree script to ensure accurate distribution of call types

· Created and managed annual statewide Career Development Expo for frontline staff

· Designed Customer Service Standards for statewide Self-Reliance and Child Support staff, as well as subsequent training materials and deployment, integration strategy

· Designed comprehensive On-The-Job training program for new hire employees exiting classroom training that resulted in significant employee retention and improved performance

· Created and managed employee development program that resulted in numerous promotions to management level positions or above

· Designed and managed comprehensive workforce management reports and prediction models used statewide

· Designed performance management tracking tool used by managers to coach and develop frontline staff

Responsibilities include providing development to the leadership team to guide and develop representatives in a creative, engaging manner. Manage the day-to-day operations of a center of more than 100 people with three (3) different call types. Create stimulating methods of driving performance in key performance indicators (KPIs). Daily execution of the executive strategy in providing the best customer experience in the industry. Analyze center trends in performance, staffing, and employee satisfaction and take action to address any gaps. Develop relationships with local recruiting outlets in an effort to recruit the most qualified candidates. Conduct interviews for vacant positions and select most appropriate candidates. Create a values based culture of recognition and execution to ensure exemplary performance through appropriate means. Communicate with CEO and other executives to keep pulse on customer satisfaction levels. Design reporting mechanisms to provide insight into root cause and performance gaps for all levels of leadership.

Major Contributions

· Created policy database to store all call handling related policies, and subsequent training material for rollout

· Designed, deployed, and refined bonus program for all hourly employees

· Decreased employee attrition 23% in one year’s time

· Redesigned quality program to address gaps in customer satisfaction as reported through client feedback

· Designed, deployed, and analyzed employee satisfaction survey to monitor and improve employee satisfaction levels

· Created staffing, forecasting model absent workforce management software, and created reporting models for QA, average handle time, and attrition, among others

· Co-created leadership development program for all leadership positions within the center

· Worked on several cross-functional executive teams to address deficits in training, communication, and policy within the organization

· Designed multiple recognition programs and incentives to drive improved performance in quality and sales

· Created SOPs for new-hire on-boarding, interviewing processes, and HR functions

· Increased center quality performance 15% in two months

Responsibilities included the daily execution of the Churn Reduction Strategy for the organization. Coaching and developing a team to root cause analysis, create exceptional customer experiences, and drive key performance indicators (save/cancel rate, contract renewals, one call resolution, call resolution time, etc.) to exceed minimum business expectations. Create a culture of recognition and engagement to get results the right way.

Major Contributions

· Created and implemented new call flow to foster environment of developmental consistency in Customer Retention.

· Improved overall customer experience feedback from 4.23 October to 4.97 in November on a scale up to 6.0.

· Increased contract renewals month over month from 0.68 in March to 1.30 in June.

· Improved overall team performance from last place finish in November to top ranked team in January.

· Created open-door environment in which representatives and leadership felt empowered to assist customers and provide an exceptional experience.

· Travelled to Philippines in July to facilitate the transition of training teams from Activations Care to General Care, while helping to reduce call resolution time by more than 400 seconds in three weeks.

· Piloted “coaching flow” development process for representatives in June while managing performance of a team to improve from last place performance in May to top team in sales and customer experience feedback in June.