Scott A. Sinclair

Client Services Manager 2022-2023

• Managed team of 2 Claim Auditors and 3 Program Account Managers and provided additional support for overseas teams in Malaysia and UK to successfully maintain service level agreements for 24 hour global support
• Trained employees to manage day-to-day workflow items including payments, profile updates, client system CRM solutions
• Interfaced with clients and internal stakeholders to prepare and lead quarterly business reviews with glowing feedback from clients and internal stakeholders alike
• Consulted and advised clients on production support, adoption and solution value for Rewards and Fund Management platform, including successful implementation of language translation services for claim audit
• Aligned with clients and support team to review backlogged bug issues to prioritize and identify fixes, resulting in 70% reduction
• Acted as escalation to handle complaints and provide appropriate solutions and alternatives within 12 hours and followed up to achieve resolution, earning high degree of trust from client contacts
• Interacted with clients on weekly basis to quickly alleviate issues and provide project updates
• Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of diverse and proactive work environment
• Delivered outstanding service to clients to maintain and extend relationships for contract renewals and future business opportunities
• Established performance goals for employees and provided feedback on methods for reaching those milestones with 95% achievement rates

Program Account Manager 2018-2022

• Maintained renewal rates, revenue retention and customer satisfaction levels for clients such as Gigamon, SAP, CenturyLink, Comcast, Cox Communications and SAP, totaling over $2.5M in revenue;
• Suggested best practices to drive partner engagement,
• Updated system workflows to meet evolving compliance standards and financial controls;
• Collaborated with clients to design and develop Rewards Fund Management and LeadPro program workflows to adapt to evolving client requirements;
• Tested bug fixes and program enhancements to ensure system functionality with less than 1% downtime

Strategic Account Manager 2008-2017

• Applied in-depth understanding of business process and systems to create optimum experience with project implementation and achieve client satisfaction and profitability for clients such as Autodesk, CenturyLink, Cox, Toshiba, Sony Playstation and Comcast;
• Collaborated with assigned clients to strategically create programs to offer speed-to-market program launch;
• Effectively communicated project updates to all stakeholders, including client and CCI senior management, directors and C level executives;
• Created business requirement specifications for system enhancements and new programs employing use-case scenarios;
• Interfaced with developers to ensure new development feasibility with existing infrastructure;
• Traveled to client sites nationwide to review programs and develop business cases for future programs.

Account Supervisor 2005-2008

• Implemented program modifications for time efficiencies, resulting in increased ROI and positive client testimonial for company website;
• Project managed annual 1099 reporting for assigned client partners;
• Managed Quality Assurance (QA) across all client accounts;
• Trained and supervised Account Coordinators and Account Payable in payment process and claim audit;
• Administered quarterly incentive partner programs;
• Managed merger of multiple client programs with no decrease in service levels;
• Provided monthly statements and reporting to partners for assigned clients.