Scott Asher Email & Phone Number

Nashville, Tennessee, United States

Nashville, Tennessee, United States

• As a strategy lead at the helm of retail transformation for Verizon's direct retail stores, my role as a Business Strategy Manager is centered on revolutionizing retail operations and sales. I spearhead initiatives to.
• Retail Efficiency: Develop strategies for effective use of time and resources in retail stores.
• Sales Enablement: Implement AI and CRM tools to create sales funnels and improve lead generation.
• Cross-functional Collaboration: Work with various departments including store leadership, retail strategy, and business strategy.
• Project Leadership: Lead strategic projects to enhance sales and customer service.
• Sales Improvement: Spearheaded initiatives to enhance the sales of new devices and services, leveraging innovative strategies and tools for maximizing customer engagement and closing sales more effectively.

• As a Business Strategy Manager at Verizon, I operated at the forefront of strategic ideas and initiatives. With a strong focus on leveraging Artificial Intelligence (AI), including large language models, generative AI.
• Identify and evaluate opportunities for leveraging AI and emerging tools to drive innovation, revenue generation, and expense optimization at Verizon.
• Develop compelling use cases and strategies to enhance agility, efficiency, and business performance.
• Conduct thorough research and analysis of internal and external insights to inform strategic decision-making and identify market trends.
• Collaborate cross-functionally to align goals, drive effective implementation, and achieve optimal results.
• Assess feasibility, create implementation plans, and monitor performance to drive continuous improvement.

• As a Communications Manager, I have spearheaded strategic initiatives to drive change management and enhance frontline preparedness across projects. With expertise in internal communications and project communication.
• Strategically planning communication needs, including tactics and timelines, to facilitate change management and frontline preparedness for assigned projects.
• Specializing in managing communications for Enterprise Release software updates, such as ACSS, Optix, OMNI POS 2.0, and driving effective communication of user interface changes and improved usability.
• Leading communication efforts for significant billing system frontline changes, ensuring successful communication of updates to the frontline since 2019.
• Utilizing project management methodologies, including Lean, Green and Black Belt, as well as Agile, and project management software like Smart Sheets.
• Collaborating closely with stakeholders, including frontline leaders, agents, and project teams, to ensure successful launches and adoption of new products, services, and systems.

Murfreesboro, Tennessee, United States

• Developed measurable data for aggregation and analysis for each center in North/ East Field for As a Quality Assurance Senior Analyst, I facilitated Partnership Meetings with Center leadership, Operations Directors.
• Managed weekly, monthly, and quarterly reports encompassing Quality impacting metrics and self-development measurements, evaluating the effectiveness of quality processes such as Leading the Promise, Coaching the.
• Took the lead on process improvement projects and trials, utilizing project management processes. Analyzed ROI to determine the next steps for implementing new processes and ensuring operational efficiencies.
• Developed, built, and delivered training to Field and Center leadership, focusing on Quality initiatives and HQ rollouts of new processes.
• Established and maintained relationships with HQ, Field, and Center leadership teams through effective reporting and presenting information in PowerPoint presentations during calls. Conducted face-to-face meetings and.
• Acted as the Point of Contact (POC) for several East Field teams, including the East POC for the Call of Fame, the Coaches Hall of Fame, and the Leader Toolkit on the East Universal SharePoint platform.

• As the Manager of Quality Assurance at the Murfreesboro call center, I provided operational support to drive exceptional customer experiences and improve overall business performance. Leading a team of consultants, I.
• Developed performance data insights and recommended actions based on thorough coaching observations, call analysis, project outcomes, and result analysis.
• Partnered closely with center leadership, providing valuable consultation on customer experience strengths, identifying gaps, exploring opportunities, and implementing strategic actions.
• Served as a liaison between the center and Area and HQ initiatives, ensuring effective communication and alignment.
• Executed all Quality (BTR30X) strategies, including coaching, delivering, and inspection, to maintain exceptional service quality standards.
• Identified trends and coordinated process improvements to enhance operational efficiency and customer satisfaction.

• I successfully managed critical business initiatives to enhance Area customer experience metrics. Collaborating with HQ, National, and Area teams, I played a pivotal role in implementing quality processes, training.
• Managed key quality initiatives utilizing effective project and process management methodologies.
• Collaborated with internal and external subject matter experts to drive meaningful business change and quality improvement.
• Created and delivered training programs and skill development options to enhance ACS and key metric results.
• Developed, maintained, and executed actionable project plans aimed at improving overall quality.
• Conducted in-depth reviews and analysis of customer satisfaction data, leveraging insights to create strategic oversight and actionable plans for quality enhancement.

• I have successfully driven key hiring initiatives to attract top-tier talent and deliver best-in-class new hire employees. Collaborating with HQ, Human Resources, and center leadership, I aligned priorities and.
• Engaging in local community outreach and recruiting, visiting community centers, local universities, and other venues to represent Verizon and build relationships.
• Conducting interviews and hiring new employees, guiding them through a comprehensive 19-week program (7 weeks in training, 12 weeks on the floor) to develop their skills in handling inbound customer service and.
• Leading, motivating, and developing a customer care team composed of new employees to consistently deliver exceptional service.
• Collaborating with stakeholders in customer service, technical support, resource management, and training to ensure effective development and training of employees through New Hire Training classroom sessions and.
• Maintaining the highest quality of service by monitoring employee-customer interactions and providing coaching to the team to enhance performance.

• As a high-performance leader, I have successfully led and motivated a team of Specialists, Advocates, PROs, and Coordinators to achieve excellence in After Call Surveys (ACS) and key performance indicators (KPIs).
• Leading, motivating, and developing a customer care team to deliver exceptional service.
• Ensuring the availability of resources and providing comprehensive training to enable swift resolution of customer issues.
• Tracking and managing call volume and other KPI metrics to optimize team efficiency.
• Upholding the highest service quality by monitoring employee-customer interactions and coaching the team on improving ACS, Net Promoter Score (NPS), and customer satisfaction.
• Applying policies, procedures, and guidelines effectively while setting an exemplary standard for communication skills, work ethic, and judgment.

• Achieved unparalleled customer satisfaction by effectively handling complex escalations and offline support related to equipment sales, ordering, and assumption of liability completions. Managed high-volume customer.
• Providing excellent, personalized customer service to escalated customers by actively listening, empathizing with their emotions and needs, asking targeted questions to understand their requirements, and offering.
• Resolving customer issues, building trust, and fostering positive relationships between customers and Verizon.
• Addressing billing inquiries, plan changes, equipment troubleshooting, and fulfilling various customer requests.
• Successfully handling customer disconnection requests by emphasizing the value of Verizon and assisting customers in making informed decisions aligned with their needs.
• De-escalating situations and winning over escalated customers by prioritizing resolution and nurturing trust and rapport.

Rockvale, Tennessee, United States

• As the Interim Youth Director at Seeds Church in Rockvale, TN, my ultimate goal is to guide and inspire youth on a lifelong journey of faith and belief in God. I am dedicated to helping them understand the Bible.
• Planned and coordinated youth services, events, and activities.
• Developed and implemented youth ministry curriculum.
• Mentored and provided spiritual guidance to youth.
• Collaborated with church leadership and parents to meet the needs of the youth.
• Recruited, trained, and supervised youth ministry volunteers.

As an independent writer, reviewer, and online social influencer, I continue to cultivate my skills and expertise. I have help prestigious various titles meaning Top Reviewer on platforms such as Amazon.com, HomeDepot.com, Yelp, and various other online portals. Additionally, I create compelling content for YouTube and other streaming sites, leveraging my.

Tennessee

As Editor in Chief, I hold a leadership role where I oversee the entire editorial process, ensuring high-quality content and maintaining the integrity of published materials. Additionally, I actively engage in other responsibilities, including conducting interviews, attending conventions, creating video news updates, writing book reviews, managing websites.

Murfreesboro, Tennessee, United States

As a self-employed IT and network consultant, I collaborate with small businesses and not-for-profits to develop and manage business-critical information systems, telecommunication networks, and wireless networking solutions. My expertise includes providing technical support for computers and peripherals running Windows (XP, Vista, 7, 8, 8.1, 10x) and.

Master Of Business Administration - Mba

Master Of Adult Education And Curriculum Development

Master Of Science In Human Resource Management

Ba

Education record