Scott Baxter Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

Charlotte, North Carolina, United States

Utilizes workforce management tools to monitor real-time adherence to schedules, service level agreements (SLAs), and create and monitor forecasting analysis.Identifies and addresses any deviations from planned staffing levels and service targets.Make adjustments to staffing allocations to optimize resource utilization and meet service goals.Proactively anticipates and responds to fluctuations in contact volume and staffing requirements.Analyzes performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.Generates and distributes real-time and daily performance reports to key stakeholders.Provides insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.Collaborates with management and support teams to resolve issues promptly and minimize impact on service delivery.

Charlotte, North Carolina, United States

Developed solutions via data-driven insights for our Verizon Home Internet fixed wireless access (FWA) products. Specifically, researching the employee and customer journey through the sale and support of these products and designing solutions to use cases.• Built relationships across business units to discover stakeholder needs and design solutions to meet them. Collaborated with cross-functional partner teams, project owners, and designers to gain insight into pain points for both end users and customers and offer process improvement recommendations.• Through agile concepts and ideation, reduced costs to the business by $12 million per month. This was achieved by lowering customer churn, improving first-call resolution, and preventing unnecessary shipments of replacement equipment. In six months, the project produced a 53% reduction in churn and a 95% decline in erroneous equipment orders.• Drove decisions and behavior changes through analytical capabilities and data-driven solutions, and measured and analyzed the impact of these solutions.• Synthesized complex data into actionable insights, and effectively communicated these insights and recommendations to both technical and non-technical stakeholders.

Charlotte, North Carolina

Led technical support teams (15-30 employees) to top-class results. Coached technicians in resolving complex technical issues with cellular network, smartphones, and home internet solutions while maintaining the award-winning level of care expected by our customers. De-escalated more advanced calls as needed.• Managed day-to-day operations of a Tier 2 Technical Support department maintaining high standards of productivity, quality, and customer service.• Consistently met or exceeded KPI expectations by driving first call resolution, call de-escalation, and satisfaction survey results. Recognized regularly by achieving in the top 15% of all front-line leaders month over month.• Trained technicians regularly on the latest products, troubleshooting methodology, and best practices in an ever-changing industry to ensure class-leading service. Reviewed live calls to ensure superior customer experience.

Charlotte, Nc

Led a specialized team of 18-30 skilled employees tasked with the handling of escalated customer service and technical support calls. Fielded internal calls from front-line representatives to provide subject matter expertise and guidance as needed.

Bangor, Me & Charlotte, Nc

Provided coaching, feedback, and development of 12-14 direct reports, with an emphasis on creating a premium customer experience coupled with meeting key performance metrics (KPIs).

Bangor, Me

Provided support, coaching and supplemental training to new employees transitioning to a Customer Service Specialist or Technical Support Coordinator role.- Prepared employees to move from a training environment to taking live customer calls.- Served on temporary assignment as a subject matter expert and observed trainers at a strategic partner (outsource) call center.

Bangor, Me

(d/b/a Unicel until 2009) Assisted the Customer Service Supervisor in the coaching and development of 14-16 call center employees.- Provided employee support to resolve complex customer issues.- Took calls from escalated customers to resolve conflicts, provide solutions and increase customer satisfaction.

Bangor, Me

Contacted past due wireless customers to arrange payment

Belfast, Maine

Stimulated profitability in dormant credit card accounts by offering incentives to customers to promote account usage.

Master Of Business Administration - Mba, Business Analytics

Bachelor Of Science - Bs, Information Systems

Activities and Societies: Alpha Sigma Lambda Honor SocietyConcentration: Cybersecurity Management Summa Cum Laude

Associate Of Arts - Aa, Computer Information Systems

Summa Cum Laude