Scott Pauly
Chino,CA
Summary
Developed leadership and organizational skills in fast-paced environment, managing diverse teams and driving project success. Demonstrated ability to adapt and solve problems effectively, ensuring smooth operations and team cohesion. Looking to transition into new field by leveraging these transferrable skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Guest Services Inbound Chat Team Manager
Living Spaces Furniture
05.2022 - 12.2022
- Run the day-to-day operations of the Guest Services Live Chat team and Guest Services Social Media team with metric data to measure and gauge Guest experience to ensure Fast, Fun, and Friendly service to create best-in-class Guest Service experience
- Initiated long-term plan to update team from high reply time email format to live chat focused turning an average response time from roughly one and a half days and turning into a two and a half minute response time
- Used Intercom reporting to find chat abandon rates to identify further schedule gaps and team inefficiency
- Created ongoing SOP and training guides for Chat and Social Media response teams
- Increased Guest experience with the use of survey feedback to find opportunities in Live Chat team
- Increasing Guest Satisfaction Survey scores from70% to91% in a year
- 3 years3 months
Chat Team Lead
Living Spaces
07.2021 - 05.2022
- Assist Chat Team with concerns regarding their Guest's orders and address any questions as to the standard operating procedures for Living Spaces
- Documented and gave feedback through Intercom reporting for individual KPIs
- Created and ran Teams chat groups for faster resolution to issues and greater team communication through pandemic and continued work at home timeframe
- Implemented changes to match evolving style of workload through Intercom both for back log to be caught up as well as integrating social media avenues for Guest to reach out
- Created new escalation process to better suit the changing landscape of escalations through Intercom
- 11 months
Guest Communications
Disneyland Resort
10.2018 - 12.2020
- Document and assist Guests with any and all concerns relating to their visit to the Disneyland Resort through the use of phone calls and e-mail while constantly exceeding expectations for our Guest's experience
- Guest concerns were documented and resolved through conversations to create or save 'the Magic' that could include compensation at the discretion of the agent
- Specialized in concerns from Disneyland Resort's Annual Passholders including revocations, payments, and security concerns
- 2 years3 months
Internet Help Desk Associate
Disney Parks & Resorts
09.2014 - 10.2018
- Assist Guests with any and all questions relating to the Walt Disney World and Disneyland online engagement to enable a smooth Guest vacation experience through the use of phone, e-mail, and live chat applications while constantly exceeding goals for Guest experience
- Created and maintains a new website designed to help Cast Members find information and support quickly in order to assist Guests in a quick but thorough way that was later used to train incoming staff
- Implemented a Calibration program to help Cast Members increase their overall Team survey scores through their Live Chat Guest Surveys
- Help to create a friendly environment by coordinating team building exercises through outings and workday activities
- Implemented a successful support line and process for Disney Vacation Account as a new line of business to assist Guests and maintain positive experiences
- Keeps team informed and updated on new products from various branches of Disney through the use of Brightsign software and 'Team TV'
- Works as part of the Cast Advisory Council for Disney Travel Company to identify Cast Member concerns and facilitate change when needed
- 4 years2 months
Game Advisor
GameStop
10.2012 - 09.2014
- Use my friendly demeanor to create an atmosphere for Guests to be able to ask questions and discuss what they were looking for with open ended questions and honest feedback
- Constantly reach store daily goals (shipment, scheduling, and replenishment) from POS and web based written reporting program while maintaining a high focus on Guest satisfaction
- Regularly reached100% in customer satisfaction through Guest Surveys
- Often coordinated and oversaw 'Midnight Releases' for new software
- 2 years
Call Center Representative
SENSA PRODUCTS, LLC
06.2012 - 09.2012
- Retention specialist
- 4 months
Closing Assistant
Wells Fargo Home Mortgage
10.2011 - 04.2012
- Scheduled new home mortgage loans and assisted closers for the loans through brokers and closing attorneys
- 7 months
Consumer Advocate
Total Attorneys
01.2008 - 09.2011
- Discovered callers needs through open ended questions to place client on the phone with their attorney and exceeded the60% transfer rate
- Managed inbound call team of12 to reach lower call times than expected and higher client satisfaction rate
- Assisted in growing agent skillset which resulted in less escalated calls from various teams
- 3 years9 months
Customer Service Trainer
Van Wagenen Financial Services
01.2003 - 01.2008
- Oversaw a team of representatives that maintained a hold time of less than17 seconds
- Trained incoming and outbound staff in person and through written reports on all aspects of system and service skills
- Completed escalation work streams from both Phone and Data Entry areas
- 5 years
Education
Bachelor of Arts - Film & Video
Columbia College Chicago
01.2011
Skills
- Project Management
- Time Management
- Strategic Planning
- Customer focus
- Influencing skills
- Employee scheduling
- Training and development
- Employee coaching and mentoring
- Team development
- Negotiation and conflict resolution
- Customer relationship management
Activity
12/18/2024, Viewed by Laura Pauly
Certification
Empathy for Customer Service Professionals
Timeline
Guest Services Inbound Chat Team Manager
Living Spaces Furniture
05.2022 - 12.2022
Chat Team Lead
Living Spaces
07.2021 - 05.2022
Guest Communications
Disneyland Resort
10.2018 - 12.2020
Internet Help Desk Associate
Disney Parks & Resorts
09.2014 - 10.2018
Game Advisor
GameStop
10.2012 - 09.2014
Call Center Representative
SENSA PRODUCTS, LLC
06.2012 - 09.2012
Closing Assistant
Wells Fargo Home Mortgage
10.2011 - 04.2012
Consumer Advocate
Total Attorneys
01.2008 - 09.2011
Customer Service Trainer
Van Wagenen Financial Services
01.2003 - 01.2008
Empathy for Customer Service Professionals
Bachelor of Arts - Film & Video
Columbia College Chicago
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