Scott Daniel Email & Phone Number

Greater Atlanta Area

Responsible for the overall customer service and sales activities through phone, email, chat, fax, and EDI. Focusing on process improvement and quality while delivering a high level of customer service. Developed Order Management process to improve order tracking, status, order fulfillment and on-time delivery. Resulting in 30% improvement in on-time.

Memphis, TN

Expedite and prioritize daily customer orders, issues, emergencies and special requests.Partner with Marketing, Operations and Corporate to ensure the ultimate customer journey.Develop and implement customer service policies and procedures.Lead initiatives that increase the overall customer service. Develop external business relationships to support our.

Winder, GA

• Manage two inbound Sales and Customer Service contact centers located in GA and FL supporting four specialty retail brands. Responsibilities include all KPIs for phone, chat, email, social media, sales and supporting.
• Increased Phone Service Level KPIs from 85% to 92% and while obtaining new Service Level objectives reduced abandoned calls to less than 2%.
• Developed 24/7 sales and support plan for Phone, Email and Chat
• Partnered with IT Department to create an internal Technical Help Desk for stores resulting in a 19% percent increase in First Call Resolution, decreased speed of answer by 12.5 minutes and reduced max delays of 10+.
• Created and developed an internal escalation process for our Associates that provide Q&A solutions on policy and process inquiries as well as an escalation path/process for external customers.
• Partnered with Distribution Team to develop an employee recognition program for Chico`s Georgia Campus.

Winder

• Contact Center Manager 1/07 – 1/10
• Developed Agent Scorecard to track productivity and quality providing a tool to manage day-to-day business as well as weekly, monthly and annual trends.
• Partnered with internal project team and vendor to implement Chat service on web pages for all brands.
• Created manual staffing/scheduling model to improve inbound phone service level objectives.
• Managed DTC Returns which resulted in reduced customer returns processing by 123% and decreased customer service contacts regarding returns.
• Increased Contact Center staff from 18 Associates to 150 Associates.

Fort Myers, FL

• Sony Electronics Inc., Fort Myers, FL 9/96 to 1/06Operations Manager Responsibilities included the overall KPIs and performance of the IT department which included 10 Supervisors, 119 first level Technical.
• Created Scorecard to combine multi-reports into one report providing Supervisors with a tool to manage day-to-day business as well as weekly, monthly and annual trends.
• Improved Average Speed of Answer by 3.5 minutes.
• Developed Help Desk Process that decreased tier II escalations by 43%.
• Developed and implemented cross-functional team with Training, MIS/Systems, Telco, PC and Consumer Departments to improve consistency, processes and communication.
• Six Sigma Projects (8 completed) include savings of $3M+.National Customer Relations and Audio Department Manager 4/98 – 4/00

Smyrna, GA

• Colgate-Palmolive Company, Smyrna, GA 2/92 – 9/96Customer Service Account Executive – Team LeaderResponsibilities included Customer Service, Logistics, Inventory and Warehousing functions for order management, which.
• Established and managed a team cluster group incorporating Customer Service, Distribution, Inventory and Warehousing, resulting in a reduction of the internal order cycle time by 18% and improved Customer Satisfaction.
• SAP implementation team member. Two year project.
• Developed and implemented a task force that addressed third party warehousing issues resulting in a 13% increase in warehouse performance levels.Northern Region Team Leader 2/92 – 2/93
• Instituted processes to improve order lead time which resulted in a 14% improvement.

Atlanta/Marietta, GA

• General Electric Company, Atlanta, GA 6/77 – 1/92 Customer Relations Manager 4/90 – 1/92Managed six Customer Relation Specialists and 75 Customer Service Representatives providing support for 575 Field Technicians in.
• Developed and implemented Customer Service Training Program that increased productivity by 30%. This program was later adapted for use in all 114 GE service locations.
• Reduced customer response time from 14 days to two hours resulting in accommodation cost reduction of 33%.
• Facilitated Call Center “Work Out” programs that increased productivity, customer satisfaction and employee morale including decreased absenteeism.Center Area Manager 3/87 – 4/90Responsibilities included training.
• Developed and implemented consolidation plans and processes for GE/RCA merger which included all Southeast area call centers, dispatch and customer relations departments.Parts Manager – Major Appliances 11/82 –.
• Increased annual sales from $259,000 to $600,000.