Scott Rowten
Albuquerque
Summary
Experienced telecommunications professional with 10+ years’ experience with a passion for leadership and development. Motivated by working in a team environment while creating new relationships. Results driven while taking pride in being able to contribute to the growth and development of representatives within our community. Committed to ensure resolutions are thorough, holistically resolving issues while driving home an unparalleled message and brand.
Overview
11
11
years of professional experience
Work History
Banking Specialist
Bank of America
Albuquerque, NM
12.2024 - Current
- Managed client accounts and ensured compliance with banking regulations.
- Streamlined transaction processing systems to enhance operational efficiency.
- Analyzed customer financial needs and provided tailored banking solutions.
- Developed training materials for new hires, improving onboarding effectiveness.
- Mentored junior staff on best practices in customer service and account management.
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained excellent client relations, resulting in increased referrals and repeat business.
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Implemented effective fraud detection measures that significantly reduced instances of financial crime within the institution.
- Championed the use of innovative technology solutions to enhance overall banking experience for clients across multiple channels.
- Boosted employee morale through recognition programs that rewarded outstanding performance and exemplary service.
- Managed risk and compliance protocols, ensuring all transactions adhered to industry regulations and standards.
Customer Service Supervisor
T-Mobile
Albuquerque, NM
12.2021 - 11.2024
- Supervised daily operations to enhance customer satisfaction and service efficiency.
- Trained and mentored team members on best practices in customer service.
- Implemented process improvements that streamlined workflows and reduced response times.
- Analyzed customer feedback to identify areas for service enhancement and resolution strategies.
- Developed training programs focused on product knowledge and effective communication skills.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Monitored performance metrics to ensure adherence to quality standards and service goals.
- Led initiatives for team engagement, fostering a positive work environment that promotes excellence in service delivery.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
Quality Assurance Analyst
T-Mobile
Albuquerque, NM
01.2020 - 12.2021
- Developed and executed comprehensive test plans and test cases to ensure software quality.
- Analyzed system requirements and specifications to identify testing needs and gaps.
- Collaborated with cross-functional teams to troubleshoot issues and improve product functionality.
- Led quality assurance initiatives, enhancing testing processes for efficiency and accuracy.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
Training Specialist Facilitator
T-Mobile
Albuquerque, NM
05.2017 - 12.2019
- Developed and implemented training programs for new hires, enhancing onboarding efficiency.
- Facilitated workshops on customer service best practices, improving team engagement and performance.
- Collaborated with cross-functional teams to assess training needs and align resources effectively.
- Analyzed feedback from training sessions to refine content and delivery methods continuously.
- Designed evaluation metrics to measure training effectiveness and participant satisfaction systematically.
- Streamlined administrative processes for tracking training attendance and compliance records efficiently.
- Leveraged learning management systems to deliver engaging online training modules for diverse audiences.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Collected data on program effectiveness to develop modifications and improvements to curricula.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
Account Care Expert
T-MOBILE
09.2015 - 05.2017
- Community influencer to promote change and new initiatives
- Support and lead in team base trainings
- Data analysis including compilation and presentation
- Community leader for finding and creating long-term resolutions for complex issues
- Content creation to support community sales and customer retention
- Resolve sensitive and escalated situations while delivering a white-glove experience
- Work with front-line newly hired reps on skill development
- Deliver feedback on Key Performance Indicators
- Cooperation with several lines of business to achieve world-class performance
Education
High School Diploma -
Del Norte High School
Albuquerque, NM05.2008
No Degree - Geological And Earth Sciences
California Institute of Technology
Pasadena, CA02.2011
No Degree - Engineering Mechanics
Texas A&M University
College Station, TX04.2011
No Degree - Fire Science
Louisiana State University
Baton Rouge, LA10.2011
No Degree - Occupational Health And Safety
Arizona State University
Tempe, AZ06.2012
Skills
- Quickly adapts to change
- Passion for developing others
- Data processing
- Performance evaluation
- Performance management
- Excellent at building and maintaining cross-functional relationships
- Strong communication skills
- Strong understanding of P&L and how to balance P&L
- Great time management
- Strong problem solving and decision-making skills
- Time management
- Problem-solving
- Multitasking and organization
- Customer service
- Team building and leadership
- Training and mentoring
- Team development
- Relationship building
- Customer relationship management (CRM)
- Call monitoring
Accomplishments
- Ex Top 10 Sales Rep for the Jefferson call center
- Career Advantage graduate
- Samsung Pro for the Jefferson call center
- Contributed to multiple record-breaking AAL and NPS milestones
Timeline
Banking Specialist
Bank of America
12.2024 - Current
Customer Service Supervisor
T-Mobile
12.2021 - 11.2024
Quality Assurance Analyst
T-Mobile
01.2020 - 12.2021
Training Specialist Facilitator
T-Mobile
05.2017 - 12.2019
Account Care Expert
T-MOBILE
09.2015 - 05.2017
High School Diploma -
Del Norte High School
No Degree - Geological And Earth Sciences
California Institute of Technology
No Degree - Engineering Mechanics
Texas A&M University
No Degree - Fire Science
Louisiana State University
No Degree - Occupational Health And Safety
Arizona State University