Summary
Overview
Work History
Education
Skills
Additional Information
Hobbies
Timeline
Generic

Scott Randklev

Cedar Rapids,IA

Summary

Top-notch leader with proven track record of success leading and growing organizations. Strong background in contact center operations, account management, contract negotiation and team development. Skilled in identifying opportunities and implementing practical business strategies with commitment to staying informed about latest trends, technologies and best practices.

Overview

31
31
years of professional experience

Work History

Vice President Customer Care

Ready Wireless
12.2011 - 03.2023
  • Directed technological improvements, reducing waste and business bottlenecks.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams. Grew internal team of 5 into 50, plus 150+ outsourced agents.
  • Served as Vendor Mgr, Training Development, Client Solutions in addition to day-to-day operations.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Shaped solutions and approaches by leveraging trends in customer marketplaces and industries. Presented to clients in order to grow and retain market share.

Client Solutions Manager

APAC Customer Services
03.2002 - 05.2011
  • Worked with client leadership to develop solutions specifically targeting client business and marketing goals.
  • Created and delivered Quarterly Business Review for each customer, focused on growing and retaining the relationship.
  • Oversaw client accounts and all services provided to customers.
  • Analyzed client and consumer feedback and adjusted campaigns based on results.
  • Spearheaded effort to expand the current customer retention program, leading our company to become the provider of choice in the industry, based on the retention results.

Project Manager Sales Support

McLeod USA
07.2000 - 03.2002
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Led team to test and implement a new sales tracking system. Developed and delivered training to the entire sales organization.

Regional Operations Manager

Ruffalo CODY
05.1992 - 06.2000
  • Spearheaded operational procedures and processes to improve efficiency and optimize operations.
  • Directly responsible for performance of six call centers, their managers and their performance throughout the country.
  • Developed and maintained client relationships, including reporting of performance and suggested program improvement plans.
  • Developed and delivered “Effective Call Center Operations” seminar for annual Users Group conference.
  • Implemented employee motivation and calling strategies still in use today.

Education

Some College (No Degree) - Business Management

Kirkwood Community College
Cedar Rapids, IA

Skills

  • Negotiation and Persuasion
  • Customer Education
  • Strategic Planning
  • Customer and Employee Rapport
  • Policy and Procedure Development
  • Process Improvement
  • Business Growth and Marketing Strategies
  • Project Oversight
  • Critical Thinking
  • Product Demonstration
  • Presentations
  • Conflict Resolution

Additional Information

* Skilled with Microsoft Office suite of products, including PowerPoint, Excel and Word. (Okay with being labeled a Spreadsheet nerd.)

* Working to improve functional Spanish speaking skills to become fluent in the next 6-9 months.

Hobbies

Cycling, Golf, Fitness

Timeline

Vice President Customer Care

Ready Wireless
12.2011 - 03.2023

Client Solutions Manager

APAC Customer Services
03.2002 - 05.2011

Project Manager Sales Support

McLeod USA
07.2000 - 03.2002

Regional Operations Manager

Ruffalo CODY
05.1992 - 06.2000

Some College (No Degree) - Business Management

Kirkwood Community College

Similar Profiles

CREATE PROFILE
Scott Randklev