Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Scott Raymond

Nashville,TN

Summary

A passionate Customer Advocate, Strategist, Change Agent, Communicator and Influential Leader with experience and proven success in the areas of Customer Experience, Customer Service Leadership, Business process Outsourcing, Continuous Improvement, Business Process Redesign, Lean & Six Sigma. A proven track record of success leading and growing large established companies & fast growing start ups. Highly effective communicator & value-driven individual who is customer obsessed, results driven,and thrives in fast-paced environments.





Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Director of Operations

hims & hers
San Francisco, CA
05.2022 - 11.2022
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity. Increased supply more than 50% in 3 months
  • Monitored budget and utilized operational resources reducing reducing cost per visit
  • Worked closely with organizational leadership and board of directors to guide innovative operational strategy.
  • Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement reducing operating costs by 15%
  • Optimized operational processes using analytics tools to address client-specific metrics reducing onboarding time by 25%
  • Spearheaded innovative approaches to resource allocation and strategic planning improving speed of credentialing and licensure



Head of Trust & Safety Experience, Site Lead

Lyft
Nashville, TN
01.2019 - 01.2021
  • Created and led the horizontal and cross brand Trust & Safety vision, values and operational framework for Safety Product Strategy, Safety Operations, Social Advocacy & Partnerships, and Law Enforcement outreach
  • Spearheaded and launched a first of it's kind partnership with ADT to implement in-ride Safety proactive product tool kit reducing Safety incidents 25% YoY
  • Managed daily operations while overseeing multiple locations to foster increased productivity including a COVID transition to WFM for 300+ team members
  • Oversaw BPO operations both near and off shore locations through a Champion/Challenger model exceeding NPS, FCR, CSAT, and SLA outcomes.
  • Established departmental performance goals and reduced Operating costs 10% YoY and increasing CSAT by 30 pts in tenure by moving to a proactive predictive care center model

Senior Manager, Trust & Safety Experience

Lyft
01.2017 - 01.2019
  • Managed 300+ safety customer care teams, including crisis/incident management & response, 500+ BPO teams, and safety PM teams
  • Created and built a multi-tier omni-channel organization that empowered all team members to solve 95% customer interactions at initial contact while streamlining the customer journey
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives (Zendesk, Chat)
  • Engaged with expert advocacy organizations and partnered t o create a Specialized Trauma Informed Care Certification program for all safety team members.
  • Developed and implemented new customer journeys to improve organizational efficiency, productivity, and deliver white glove care at each intersection of customer interaction

Senior Manager, New Program Experience

Asurion
Nashville, TN
01.2015 - 01.2017
  • Recommended and implemented successful strategies to maximize revenue for new client programs (Walmart, Google, UBreakIfix)
  • Assessed contact center operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals for NPS, CSAT, SLA, and capacity.
  • Designed technical upgrade paths, incorporating requested functionality, training, and launch readiness for elevation of production programs
  • Developed proposals and presentations for internal and external audiences.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones while benchmarking KPI's.

Associate Dean of Technology, Training Manager

Asurion
01.2014 - 01.2015
  • Served as the strategic lead and primary contact for the launch and implementation of new tech products
  • Developed the road-map and operational playbook for new business services promoted to operational programs
  • Managed operations related to revenue, claims & forecasting, and variance analysis
  • Worked cross-functionally to ensure reporting & business analysis aligned with the organization’s objectives and long-term performance goals
  • Performed data analytics and financial information to assist executive team in preparing to elevate a beta program to a full customer solutions team operation

Senior Manager, Training & Experience

Concentrix
Rochester, NY
01.2012 - 01.2014
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness for sales training & delivery
  • Delivered instructional presentations on new programs, focusing on efficiency and exceeding deliverables in transportation, healthcare, and wireless sectors
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements across 5 regional centers and 30+ team members.
  • Consolidated and launched a new global LMS, collaborated to deliver best practices, and completed content reviews
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses to improve performance for legacy programs

Education

Bachelor of Arts -

State University of New York, Albany
Albany, NY
08.1996 - 06.2000

Skills

    Strategic planning and execution

undefined

Affiliations

Hopes Haven Pet Rescue

Big Brothers Big Sister of Middle Tennessee

RAINN

NOVA

Timeline

Director of Operations

hims & hers
05.2022 - 11.2022

Head of Trust & Safety Experience, Site Lead

Lyft
01.2019 - 01.2021

Senior Manager, Trust & Safety Experience

Lyft
01.2017 - 01.2019

Senior Manager, New Program Experience

Asurion
01.2015 - 01.2017

Associate Dean of Technology, Training Manager

Asurion
01.2014 - 01.2015

Senior Manager, Training & Experience

Concentrix
01.2012 - 01.2014

Bachelor of Arts -

State University of New York, Albany
08.1996 - 06.2000

Similar Profiles

CREATE PROFILE
Scott Raymond