Scotty R. Hall
Denham Springs,LA
Summary
Enterprise Customer Experience and Operations leader with 25+ years of success driving service performance, retention, and operational transformation across telecommunications, SaaS, mobile workforce, and large-scale retail environments. Proven record of stabilizing and scaling multi-site service organizations, improving operational efficiency, and aligning customer-facing functions with business performance objectives. Experienced in executive reporting, workforce planning, revenue protection, and cross-functional leadership across complex environments. Leads enterprise portfolios influencing multi-million-dollar recurring revenue while optimizing cost, performance, and service delivery at scale.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director, Customer Success
PAPERLESS ENVIRONMENTS
10.2023 - 03.2025
- Led onboarding, service delivery, and customer engagement operations for enterprise clients.
- Reduced onboarding timelines by 30+ days through structured workflow redesign and performance tracking.
- Implemented customer health dashboards linking operational KPIs to renewal readiness.
- Strengthened cross-functional coordination between Sales, Product, and Support to improve delivery consistency.
- Enhanced executive communication cadence and milestone reporting for enterprise accounts.
Regional Manager, Customer Experience
COX COMMUNICATIONS CENTER OF EXCELLENCE (COE)
05.2014 - 02.2023
- Led multi-site call center operations, executive escalations, and enterprise customer resolution teams.
- Reduced churn by 20% through structured escalation governance and retention strategy.
- Built performance frameworks reducing repeat escalations by 15%.
- Co-led rollout of enterprise Resolution Team model, reducing first-response time to 36 hours.
- Oversaw quality assurance, workforce performance, and leadership development programs.
- Influenced enterprise retention strategy across multi-market customer portfolios.
Manager Customer Care Support
COX COMMUNICATIONS
07.2013 - 05.2014
- Reduced average handle time by 20% and increased quality assurance scores by 15% through performance coaching and workflow optimization.
- Established a field technician ride-along program that reduced open tickets by 30% and strengthened cross-functional collaboration.
- Led teams achieving top regional rankings in CSAT, NPS, AHT, and FCR; Account Services averaged 2.43% PSU, exceeding performance targets.
- Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly.
Director of Customer Success
ACTSOFT, INC.
12.2007 - 06.2013
- Led global customer success, technical support, and professional services operations.
- Oversaw portfolio of 7,000+ B2B accounts supporting 200,000+ users.
- Reduced churn by 20% through lifecycle engagement and proactive account management.
- Improved response time by 50% through communication workflow modernization.
- Led enterprise CRM transformation improving data accuracy by 70%.
- Rebuilt onboarding model reducing implementation-stage cancellations by 90%.
Education
Bachelor of Science - Business Administration & Information Systems
Savannah State University
Savannah, GASkills
- Enterprise Customer Experience Strategy
- Multi-Site Contact Center Management
- Revenue Retention & Risk Mitigation
- Escalation & Enterprise Issue Resolution
- Cross-Functional Executive Alignment
- Service Delivery & Operations Leadership
- Workforce Planning & Capacity Modeling
- KPI, NPS, CSAT & Performance Analytics
- Process Optimization & Change Leadership
- CRM & Operational Systems Optimization
Executive and Business Impact
- Influenced multi-million-dollar recurring revenue portfolios across national and multi-state operations through retention strategy and executive-level customer engagement.
- Reduced customer churn by 20%+ across multiple organizations through structured escalation management, proactive engagement, and performance analytics.
- Accelerated onboarding and operational readiness by 30+ days while reducing operating costs by 25% through workflow redesign and automation.
- Directed multi-site contact center, field service, and technical support operations supporting 23,000+ retail locations and 7,000+ B2B accounts.
- Led organizations of 80+ employees, including managers, frontline leaders, technical specialists, and field teams.
- Partnered with Sales, Product, and Finance to improve renewal forecasting, risk visibility, and executive performance reporting.
Awards
President’s Club (2x) – Catalina
Frost & Sullivan Best-in-Class Call Center
Top Call Center Award – Cox
Tampa Bay Top Workplace (3x)
Certification
- Project Management Professional (PMP), In Progress
- Leadership Development
- Change Management
Timeline
Director, Customer Success
PAPERLESS ENVIRONMENTS
10.2023 - 03.2025
Regional Manager, Customer Experience
COX COMMUNICATIONS CENTER OF EXCELLENCE (COE)
05.2014 - 02.2023
Manager Customer Care Support
COX COMMUNICATIONS
07.2013 - 05.2014
Director of Customer Success
ACTSOFT, INC.
12.2007 - 06.2013
Bachelor of Science - Business Administration & Information Systems
Savannah State University