Kevin Scott, Cfp®, Mba Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Leads a function of over 200 plus associates and leaders, creating systems of work, routines to ‘inspire our people like never before.. Owns the day-to-day leadership and management of multiple leaders in the Client Service Function, as well as for developing leaders and maintaining a culture where associates feel valued and confident in servicing our customers. Creates a Customer and Associate obsessed culture, facilitate strong communication and partnership between the groups and ensure that business objectives are achieved. Ensures our clients have access to Fidelity when they call, have an extraordinary and efficient experience, while supporting new systems to enhance our business and experience.

San Antonio, Texas, Us

• Directs omni-channel operations team serving more than 2M financial services customers. Provides over sight of a call center, fulfilment, and email member service team of 126 Life Insurance, Annuity, and Medicare Supplement Service Representatives, Managers, and 68 third party representatives. Team receives over 750k calls and processes over 132k written and email customer requests annually; responsible for $16M annual budget to include $2.6M third party budget.• Led the department’s cost competitive program; identified 10.1M of annual cost savings for the organization and directed the program’s three-year execution• Business Process Owner for the department’s 137 Life Insurance, Annuity, and Medicare Supplement Service processes; responsible for coordinating with the Product Management, Legal, Compliance, Finance, Process Excellence, Data and Analytics and IT teams to ensure efficiency, CRM systems integration, compliance, and risk management throughout the processes • Reduced annual operational direct cost by $1.8M (14.8%) through a yoy staff reduction of 18.9 full time equivalents through the implementation of robotics process automation, third party augmentation, and increased operational utilization discipline• Decreased member request processing cycle time by 81% from 25 days to 4.7 days while maintaining a quality processing rate of 97%• Responsibilities for department’s risk identification and management program; successfully identified and mitigated 74 compliance and operational risks• Team call referral ratio 16.7% better than plan while maintaining a member satisfaction score 93% versus a plan of 92%

San Antonio, Texas, Us

• Spearhead team of 13 Certified Financial Planners and Financial Advisors in implementing sales practices, compliance analysis and contact center discipline to meet sales goals, increasing team’s contact center phone availability 23% yoy• Led team to 136% of sales product plan within one year of joining while understaffed by 15% for most of the year• Increased the team’s contact center phone availability by 23% year over year• Team received 4.33 Gallop U-Count engagement score; exceeded the USAA average and achieved the Gallop top quartile standard• Selected to mentor 2 candidates for the USAA Manager Candidate School• Ensured USAA’s regulatory compliance by implementing 3 developmental efforts that delivered the Society of Professional Asset Record Keepers’ (SPARK) most current technology updates

San Antonio, Texas, Us

• Developed and grew productivity of the Financial Advice and Solutions Group (FASG) Change Control Program; established measurement process to quantify the impact of change efforts within FASG, a 3,500+ person organization• Established and maintained recurring Executive Management Group forum that allowed leaders to become aware of future change efforts and facilitated decision making process with respect to the changes• Created a dashboard displaying annual forecast of developmental, marketing, product, process, and organizational change efforts as well as predicted change capacity within FASG which was well received by the FASG President

Commander of 123 person organization responsible to provide logistical support to a 700+ person aviation battalion. Train, evaluate, and command both officer and enlisted soldiers in leadership, logistics and basic Soldier skills. Manage the company's administrative, safety, equal opportunity, and environmental quality programs, as well as run a family support program. Ensure the combat readiness of ground vehicles, mechanical systems, tools, communications equipment, weapons, and night vision goggles valued at $10 million. Provide logistical support, including managing and requisitioning subsistence, tools, administrative supplies, fuel, ammunition, and repair parts. Manage maintenance of all ground equipment, valued at $20 million, as well as establish field helicopter refueling areas.- Spearheaded the issue of 40,000 gallons of fuel to aircraft by serving as the project manager for the establishment of a field helicopter refueling area in Afghanistan.- Supported Operation Enduring Freedom by successfully deploying the entire company to Afghanistan.- Restored 100 percent accountability for the organization's property, following a previous $68,000 of equipment shortages, by identifying and validating shortages, and submitting purchasing requisitions.- Ensured a vehicle operational readiness rate of 95%, 5% above the Department of the Army's goal, by implementing and supervising weekly vehicle and equipment inspections.- Ensured that the battalion's 11 companies were constantly ready for combat by maintaining and issuing $3.5 million worth of ammunition.

Directed operations, logistics, and training, in a battalion encompassing 600 soldiers as well as aircraft. Facilitated the rehearsal of quarterly Aviation transition to combat exercises. Developed operational presentations, training plans, and decision briefings to ensure smooth battalion maneuvers. Liaised with headquarters to gather and disseminate information regarding tactical training.- Improved the unit's readiness for war by revising the unit's deployment plan.- Planned and facilitated the air transportation of over 45 General Officers and distinguished visitors across the Korean Peninsula allowing them to participate in high profile readiness exercises.- Executed field training exercises and field operations center rehearsals by implementing a new digital Tactical Operations Center, used to track unit operations and aircraft in a war time environment.- Considered the subject matter expert for employing the unit's automation and aircraft tracking systems.- Recommended by a General Officer for entry into the Army's Expanded Graduate School Program.- Spearheaded qualification of 50 combat aircrews on target acquisition and engagement procedures by overseeing the development of two helicopter live-fire ranges.

- Led and trained a platoon of 26 soldiers and maintained 7- CH-47D helicopters and associated equipment valued at over $130 million- Designated by the Battalion Commander as the best Platoon Leader in a battalion consisting of 12 platoons- Served as the Officer-in-Charge for the execution of a Fallen Comrade Ceremony during the Korean Chapter of the Army Aviation Association of America’s Annual ball which was designated as the best ever ceremony by the Brigade Commander and many of the other 800 distinguished visitors that were present- Chosen ahead of peers by the Company Commander to execute Air-Mission Commander duties during numerous high profile missions with the Korean Army, U.S. Army, U.S. Air Force, and U.S. Special Operations Command with superior results- Executed a battalion level range that increased the battalion pistol qualification rate by 30%- Chosen to escort Medal of Honor Winner General Patrick Brady during his visit to Camp Humphreys

Led and trained a platoon of 26 soldiers and maintained 7- CH-47D helicopters and associated equipment valued at over $130 million

Master Of Business Administration (Mba), Business Administration And General Management

Bachelor Of Science, Construction Engineering Technology