Wesley Scott
Franklin
Summary
Accomplished leadership professional with a proven track record of enhancing client relationships, driving consumer retention, and supporting strategic organizational growth initiatives. Expertise in building and leading collaborative, high-performing teams that consistently deliver exceptional service and cultivate long-term customer loyalty. Proficient in aligning client success with organizational goals through empathetic leadership, effective communication, and a steadfast commitment to operational excellence. Passionate about fostering an environment that prioritizes client satisfaction and team development, ensuring sustainable success for all stakeholders.
Overview
10
10
years of professional experience
Work History
Director of Client Success
Serve You Rx
04.2022 - Current
- Manage all aspects of the organization's Pharmacy Benefit Management (PBM) client relationships, including retention, contractual renewals, daily support, and strategic benefit design consultation tailored to client needs.
- Accomplished an average client retention rate of 95% across the organization’s entire block of business through strategic relationship management and providing cost-saving strategies for clients.
- Strategic consulting resulted in an average cost savings of between 10% and 35% year over year for the client base.
- Focus on delivering meaningful strategic direction, customer support, and overall satisfaction across more than 350 clients.
- Lead new client onboarding experiences through detailed project plans, designed to provide a seamless customer experience.
- Analyze post-implementation client satisfaction surveys with Executive Leadership to ensure a consistent and positive customer experience is being delivered.
- Collaborate with broker, consultant, and vendor partners to forecast strategic direction, drive process improvements, and effectively communicate market changes to external stakeholders.
- Oversee the growth and restructuring of the Client Services/Account Management team by creating two additional job classes and expanding the total headcount from three team members to eleven.
- Drive key organizational initiatives, including Implementation Guide enhancements, adjudication system pricing upgrades, digital tool improvements, and regulatory reporting compliance.
- Develop and report on KPIs to executive leadership, tracking request volume, completion rates, error rates, financial impact, and client retention.
- Manage budgeting and forecasting for the Client Services department; coordinate client and partner travel and meetings to strengthen relationships and deliver performance insights.
- Developed strategic relationships with key accounts, driving increased loyalty and engagement.
Trust Technology & Support Services Manager
U.S. Bank
01.2018 - 04.2022
- Led monthly client account conversion and deconversion activity, transferring portfolios valued at over $10 million per case.
- Maintained operational performance standards that consistently exceeded Service Level Agreements (SLAs) by an average of 5% for internal Wealth Management advisors.
- Collaborated in the gathering of system requirements and the deployment of an internal operational platform.
- Successfully integrated two distinct operational teams (12 team members) into a single, cohesive department. This effort improved communication and overall processing efficiency.
- Deployed targeted team coaching and intentional career development to improve team succession planning, resulting in six internal promotions.
- Managed the reconciliation of business-critical performance reporting, which was presented to Executive Leadership to demonstrate departmental success.
Assistant Store Manager
Walgreens
12.2015 - 01.2018
- Managed daily operations of a high-volume Walgreens location, supervising 25 or more team members across front-end and pharmacy operations.
- Collaborated with store leadership to drive successive sales growth of 3-5% each quarter.
- Focused resources on tailored merchandising for the local demographic, and enhancing loss prevention protocols.
- Led full-cycle recruitment, interviewing, and onboarding for store personnel through structured training and development.
- Evaluated customer survey response scores monthly, coaching with the entire store staff on any service improvement opportunities.
- Ensured team compliance with all regulatory requirements and company policies through regular training, monitoring, and performance oversight.
Education
Bachelor of Business Administration (BBA) - General Management
University of Wisconsin-Whitewater
Skills
- Customer satisfaction
- Client retention
- Team leadership
- Relationship management
- Customer-focused upselling approaches
- Experience with CRM applications
- Customer relations
- Teamwork and collaboration
- Strong verbal communication
Timeline
Director of Client Success
Serve You Rx
04.2022 - Current
Trust Technology & Support Services Manager
U.S. Bank
01.2018 - 04.2022
Assistant Store Manager
Walgreens
12.2015 - 01.2018
Bachelor of Business Administration (BBA) - General Management
University of Wisconsin-Whitewater