Malcolm Scott Email & Phone Number

Utah, United States

• Spearheaded checkout flow enhancements, boosting conversion rates by 20% and improving user satisfaction.• Managed two agile scrum teams, delivering key features for global promotions, enrollments, and inventory management.• Developed a data-driven product strategy, reducing technical debt by 15% and increasing order processing efficiency by 25%.

Lehi, Utah, United States

• Led product strategy for checkout flow optimization, increasing overall transaction success rates.• Managed the product backlog, prioritizing features based on business needs, user feedback, and data insights.• Delivered multiple site enhancements, including enrollments and global promotions, using Agile methodology.

• Enhanced inventory, catalog, and returns systems, improving order fulfillment speed by 15%.• Identified and resolved performance issues with the promotions engine, driving increased website traffic and revenue.• Implemented A/B testing, leading to continuous UX improvements and increased user engagement.

Lehi, Utah, United States

• Managed biweekly releases for three scrum teams, delivering product enhancements on time and on budget.• Improved product delivery through backlog management and data-driven decision-making.• Increased user engagement by utilizing analytics and feedback to guide product iterations.

United States

• Managed the delivery of 50+ projects, reducing process inefficiencies and improving productivity.• Launched a new returns app, decreasing return time from 6 weeks to 4 business days, boosting customer satisfaction.• Trained teams in Mexico City, increasing productivity and reducing customer wait time.

• Oversaw 50+ projects to decrease deficiencies and increase productivity and decrease handle time• Created detailed list of all major deficiencies for contact center highlighted potential solutions• Created multiple feedback sources for agents to highlight issues

• Developed coaching documentation software, improving agent performance and coaching effectiveness.• Led a team of over 100 employees, achieving industry-leading customer satisfaction scores.• Implemented process improvements that increased operational efficiency by 20%.

• Achieved and maintained a 10% increase in both availability and attendance for my team of 10 agents.• Won best availability as team for the month of July at 94% and for Attendance in October at 100%• Selected to work internationally with European office in London out of 60 team leads, demonstrating strong leadership and cross-functional collaboration skills

• Worked via email and chat to manage accounts and process orders with members• Maintained a 24-hour email response time, while completing 10-12 emails per hour • Received above goal scores for all months on the team for ASAT, CSAT, and Availability

United States

• Built relationships with members on the phone, helped process orders, and manage accounts• Won team of the week twice in a month for maintaining highest availability• Finished with a 98% average QA for all months on the team

Bachelor Of Science - Bs, Business Management

Associate Of Science, Business Management