Scott Campbell Email & Phone Number

Aurora, Colorado, United States

Denver, CO

• Managed multiple teams of client services associates in a high volume financial services processing center. Assign duties and review work. Prepare necessary and required reports to Senior Management.
• Manage and coordinate the activities of supervisors and employees assigned to TA processing center to determine work procedures and expedite workflow.
• Assess adequacy of existing center services and develop plans to improve the quality, performance and cost-effectiveness of the current program.
• Direct, review, and evaluate operational objectives of processing center to include quality assurance, contract/regulatory compliance and performance objectives.

• Managed operations for 24/7/365 AAPCC Accredited Regional Poison Center, leading the poison center’s operations team and overseeing grants management, business development, strategic planning, expense reduction, client.
• Managed and coordinated the activities of supervisors and employees assigned to call center. Determined work procedures and expedited workflow. Assigned duties and reviewed work.
• Directed, reviewed, and evaluated the overall operational objectives of call center to include quality assurance, contract/regulatory compliance and performance objectives.
• Secured long-term partnerships throughout a variety of locations, developing policies and procedures based upon organizational expectations, ensuring regulatory compliance and reporting.
• Secured additional funding to implement OmniChannel contact center capability, allowing for text, chat, e-mail and social interactions with the Poison Center.
• Steered new business development initiatives, overseeing budget development/management, planning, scheduling, and monitoring project progress.

Greater Denver Area

• Oversaw management and coordination of multiple projects, acting as product owner and liaison between the call center and internal/external stakeholders and providers.
• Evaluated and resolved technical feasibility, design optimization, and production issues.
• Worked with stakeholders to establish a design, technology, product development, and vendor strategy.
• Managed project budgets and prepared financial analysis reports for senior leadership.
• Oversaw implementation of new telephony platform including design and implementation, training of staff, and interface with external vendors and internal stakeholders to ensure efficient transition.
• Led effort to upgrade and redesign existing case management platform serving as primary liaison between business unit and IT/development teams.