Joseph Scott, Cmpc-L Email & Phone Number

Raleigh-Durham, North Carolina Area

• Designed, led and directed successful implementation of start-up business unit. Led team through Implementation Lifecycle to delivery. Cycle includes requirements, design/build, testing, release and post-production.
• Direct dynamic, cross functional teams of service experts providing support to customers within b2b environment
• Led successful business unit telephony overhaul and implementation during pandemic resulting in 100% remote capabilities and increased service levels
• Managed operationally and functionally the integration of Claims intake submissions into department
• Grew business unit’s organizational structure to support company growth; 8 to 25 reps, 1 to 6 Supervisors, QA Lead, Training Lead
• Created process documentation including operational playbooks for service delivery, hiring, staff/scheduling models

• Collaborated with Product Management, Product Development, vendor CX Centers and Service Delivery to align and ensure serviceability and deployment of Electric Vehicle charging stations, Siemen’s next generation.
• Introduced serviceability requirements of the EV Cloud, “connected capabilities” features to customer teams.
• Facilitated requirements definition of new Workflows/Workstreams required to align Tools enablement of the tiered offer.
• Drove interlock with Product Management and Support Services to ensure downstream requirements were understood.
• Directed staffing, budget and utilization as a part of a “new product” technology portfolio within the Product Innovation Office.
• Collaborated to create a go-to-market strategy (technical, partnerships, pricing strategy, competitive differentiation).

• Led Tier 1 and Tier 2 technical support operations and Order Entry for Siemens hospital equipment in Central US region. Provided competitive analysis and identified potential and traditional Datacenter customers.
• Articulated the value of support services by computing and capturing voice of the customer pain points
• Implemented intra-day resource planning strategies reducing labor cost by 8% while consistently achieving SLAs
• Created supporting business cases to justify investments in order to promote monetizing our offerings.
• Managed Sarbanes-Oxley process controls, development and implementation of corrective action plans around internal audits
• Developed, launched and led various high visibility internal projects (Customer Retention, Workflow Enhancement, Leader's Edge)

• Managed 8 Senior Clinical Supervisors who oversaw the daily operations of clinical support teams (70 CPhT and 10 RPh) responsible for completing, upholding or reversing drug authorizations for various national.
• Led work from home efforts for Claims department resulting in annual cost savings of 1.1M
• Implemented cost-savings processes, strategic cost-model approach resulting in yearly cost-savings of 900k (P&L Budget 2.5M)
• Led the definition and delivery of new products, working collaboratively with a cross-functional team of business leaders.
• Communicated, influenced and collaborated with Aetna stakeholders to ensure seamless delivery of offerings by leveraging the organization’s global deployment and integration capabilities.
• Developed and implemented multi-site training program and operational solutions to support client objectives

• Under direct supervision of Vice President of Operations, devise cost-efficient acquisition techniques for Disease Management Program, effectively addressed performance trends and forecasted productivity levels which.
• Developed, implemented and administered company training programs which resulted in 90% of New Hires meeting and/or exceeding client goals within first 2 weeks post-training
• Improved call center performance statistics by implementing root cause analysis and strategic problem-solving which allowed immediate identification of production deficiencies

• Proactively led client monitoring sessions, calibrations, and communicated project challenges to upper management (Site Director, Client Vice President) with supported solutions
• Trained 20-25 UPS Customer Service agents on subject matter, administer and develop recurrent training programs and operational strategies to achieve client objectives
• Analyzed call center operations to evaluate performance of agents to determine cost-reduction and designed assessments to measure KPI

• Under direct supervision of District Manager effectively marketed UPS services to Fortune 500 corporations through company presentations, trial runs, and development of internal focus groups
• Identified revenue generating areas by using consumer trend analysis and conducting demographic studies