Levi Scott Email & Phone Number

San Francisco, California, US

• Serve as the subject matter expert in AI software, advising senior leadership on emerging tools and methodologies to maximize reliability and performance.
• Establish efficient and secure connections between CCaaS (Genesys Cloud), CRM, and bot APIs.
• Provide leadership and motivation to a team of 10+ frontline technicians responsible for supporting 900+ in-person and remote users; facilitated onboarding and training to promote swift integration, high productivity.
• Supervise the troubleshooting/diagnosis, maintenance, and repair of AV equipment, end user hardware, and onboarding/offboarding controls.
• Identify opportunities to streamline and improve ITSM practices to attain key performance indicators.
• Generate reports showcasing productivity and customer satisfaction metrics on a weekly, monthly, quarterly, annual, and ad-hoc/per-project basis; explain findings, conclusions, and recommendations to secure approval.

San Francisco, California, US

• Devised a comprehensive system that enabled cross-department project management derived from business unit needs, requests and feedback.
• Interfaced with stakeholders while developing and deploying Jira Projects, including schema designs and automations to streamline workflows.
• Championed the implementation of CCPA compliance tracking software utilizing SaaS platform OneTrust to build custom workflows, automation, and webforms to capture customer requests; developed system logic, collaborated.
• Produced strategic dashboards to manage agent workloads and target management opportunities.
• Liaised with multiple business units to uncover potential workflow improvements and determine KPIs for effective strategies.
• Partnered with the Business Intelligence team to create API integration with project management software, thereby optimizing visibility into agent productivity.

Tempe, Arizona, US

• Spearheaded the development and deployment of 170+ process-driven templates and programs written in VBA that reduced employee workload.
• Directed the acquisition of two national supply distribution companies that added $3.5M of annual revenue.
• Constructed a system to manage an e-commerce catalog that included 90k unique products by recording accurate costs and determining efficient pricing strategies in competitive space.
• Informed the selection of pricing strategies and gross margin targets based on assessorial charges on transactions through a system to capture net profitability.
• Formulated a profit-enhancing contract strategy leveraging a custom Excel VBA tool to analyze SKU data and identify cost-reduction opportunities across the entire catalog, streamlining efficiency and enabling a $60k.
• Authored training documents and outlined job descriptions for the Operations Department to manage employee performance.

Tempe, Arizona, US

• Led the creation of a suite of programs that built pricing bids for all prospective accounts and illustrated metrics for reasons to acquire revenue at the most profitable level.
• Guided the introduction of a program offering high-profit alternatives to current client purchases, extending savings to customers and boosting net profitability for clients.
• Defined and monitored service KPIs evaluate customer satisfaction, track customer service incidents, and assess response rates.
• Administered the SSL certificates and domain settings for 10 unique URLs used by two businesses.
• Regularly updated the WordPress site and proprietary e-commerce platform to integrate general enhancements.
• Transferred data between CRM systems while preserving the integrity of customer information for 30k+ contacts and 6k company records/notes.

Tempe, Arizona, US

• Revamped inventory purchasing process by enabling Excel based formulas in functional sheet to track inventory in real time and assist with inventory purchasing behavior.
• Researched and implemented new ticketing software for company (Zendesk) to increase customer communication expectations and transparency for department activities.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.

Associate Of Science (As), Solar Energy Technology/Technician

Education record