Monica L. Scott Email & Phone Number

Atlanta, GA

Atlanta, Georgia, United States

Greater Atlanta Area

Managed the day-to-day operation of GreenSky's local and regional call centers. Lead the effort to consistently drive call center staff to provide better, reliable and scalable service to all internal and external customers. Ensured the maintenance of operational processes, controls and reporting, while striving to improve all aspects of a multi-location.

Facilitate on-site support staff development training for call center located in Lima, Peru and Mexico. Consult management team on optimal campaign organization structure, departmental roles and stakeholder deliverables. Expand revenue channels for emerging businesses.

Analyzed program efficiency based on revenue projections, customer feedback, vendor performance and quality assessments.Re-vamped program guidance for handling electronic and white mail.Reduced operational cost by 5% saving an estimated $13K.Improved customer response efficiency by 7%.

Served as lead trainer for new business acquisition launches.Spearheaded launch of Pep Boys Auto program at India call center. Evaluated effectiveness of training by conducting focus groups and feedback sessions with International vendors.

Greater Atlanta Area

Exceeded division sales goals for 20 consecutive quarters in SE region. Leveraged strong working relationship with call center management and employees to promote growth goals.Analyzed pre/post marketing campaign results to determine ROI.Allowed for timely adjustments of current and future campaigns to ensure success.

Managed assigned and newly acquired accounts to increase sales of company products.

Ma, Organizational Management

Bba, Marketing

Activities and Societies: Alpha Kappa Alpha Sorority, Inc