Scott Knight Email & Phone Number

Tempe, Az, Us

● Collaborate cross-functionally with IT security teams to implement minimum password standards across the organization, leading to a 25% decrease in security-related incidents and vulnerabilities.● Spearhead root cause analyses, seamlessly integrating incident resolutions into operational protocols for enhanced efficiency.● Partnered with the CSF team to resolve incidents and update the knowledge base, reducing misrouted tickets and improving resolution time.● Contribute to knowledge article creation and maintenance of knowledge base repository using ServiceNow, resulting in a reduction in recurring issues, resolution time, and misrouted tickets; improving efficiency, customer satisfaction, and first-contact resolution.● Manage a team of 20 agents, ensuring strict adherence to SLAs while driving First Contact Resolution (FCR) and Customer Satisfaction (CSAT) rates to consistently exceed 90%.● Responsible for training and onboarding new agents, providing continuing education and training on new tools, maintaining team productivity.

• Leveraged various remote diagnostic tools to troubleshoot technical issues, reducing average resolution time by 30%• Collaborated with cross-functional teams to develop and implement standardized procedures, enhancing team efficiency and effectiveness in addressing user queries• Identified recurring technical issues; proactively recommended preventive measures, resulting in a 40% decrease in ticket volume related to common problems• Assisted in the implementation of security awareness training programs, fostering a culture of cyber hygiene among client users and reducing the risk of security breaches

• Utilized systematic root cause analysis techniques, effectively identifying underlying issues, leading to a 98% reduction in recurring incidents and enhancing overall service quality• Collaborated with cross-functional teams; identifying and addressing emerging technical trends, proactively mitigating potential issues before they escalate• Implemented proactive maintenance protocols for iOS devices and computers, reducing downtime and enhancing system reliability• Spearheaded customer support initiatives for diverse devices and cloud-based services, ensuring swift resolution of technical issues and maintaining an 85% satisfaction rate, effectively identifying underlying issues, leading to a 98% reduction in recurring incidents and enhancing overall service quality

Phoenix, Arizona Area

• Enhanced data gathering and documentation processes during customer interactions, leading to a 85% improvement in accuracy for evaluating accounts and determining eligibility for extension programs, repossession, or write-off• Utilized problem-solving skills and independent decision-making to address customer concerns promptly, resulting in a 10% decrease in resolution time and improved efficiency within the collections process• Collaborated with cross-functional teams to identify and implement process improvements, resulting in an increase in collections efficiency and effectiveness• Conducted regular audits of collection procedures and documentation, ensuring compliance with regulatory requirements and reducing the risk of legal issues

• Excelled in gathering comprehensive data and meticulously documenting customer interactions, maintaining a 98% accuracy in record-keeping accuracy and informed decision-making within the collections process• Prioritized first-call resolution, delivering timely and effective solutions to customer inquiries and concerns, resulting in a consistent 100% increase in overall customer satisfaction ratings• Implemented proactive customer engagement strategies, resulting in an 85% success rate in successful payment plan arrangements and a decrease in delinquency rates• Conducted regular quality assurance checks on customer interactions and documentation, ensuring compliance with company policies and regulatory standards

Phoenix, Arizona Area

• Perform any necessary functions of an outbound associate, including operating all forklift and industrial trucks, packing equipment, and shipping equipment.

Phoenix, Arizona Area

• Oversee outbound operations of Team and Mech Lift Department during peak season (Black Friday - Christmas Eve). • Ensure deadlines are met for critical ship times and time sensitive packages.

Phoenix, Arizona Area

• Data entry for Curriculum Design and Development Team. Order and track text books for faculty members• Utilized database management skills to independently track faculty needs and ensure timely procurement of required materials• Collaborated with vendors to troubleshoot logistics issues, guaranteeing seamless delivery of textbooks before class start dates• Managed book orders and tracking using custom spreadsheets, demonstrating proficiency in data organization and analysis

Chandler, Az

Front desk receptionist handling visitor check-in as well as monitoring phone calls and directing calls to appropriate personnel. Roaming officer patrolling the grounds by foot or vehicle to ensure safety and security of site and employees.

Chandler, Az

Assist technicians in simple motorcycle repairs and diagnostics. Test ride motorcycles for diagnostic purposes and to ensure repairs fixed problems. Responsible for unloading new motorcycle deliveries via forklift. Maintained safety and cleanliness of mechanics work areas.

Supervised up to 20 personnel in day to day ships operations dealing with fire control systems and small arms weapons maintenance.