Scott Conwell Email & Phone Number

Salt Lake City, Utah, United States

Managed the scope, budget, schedule, and quality of various telecommunications projects from initiation to closure.Developed and maintained comprehensive project documentation, including plans, schedules, budgets, and reports.Monitored and tracked project performance and deliverables against agreed-upon metrics and milestones.Identified and resolved.

• As the Director of Shared Services, responsible for the throughput of auto-insurance claims for B2B clients such as Nationwide, Allstate, Farmers, and more.
• Oversaw operations across departments, including Administrative, Data Entry, and Insurance Adjusting.
• Ensured that auto insurance claims were resolved within Service Level Agreements.
• Scaled domestic and international functions with a combination of remote and hub-and-spoke teams.

Cape Coral, Florida, United States

• Revised role of consultant; this time for an established firm. Supporting contacts centers for companies such as Blue Cross Blue Shield, eHealth, Unified Health, TD Bank, and Advantage Communications.
• Interviewed key employees, from agents to supervisors, to executives to learn processes and goals.
• Analyzed data to find opportunities, including operational efficiencies, workforce improvements from forecasting, capacity planning, scheduling, to intra-day management.
• Performed time and motion studies to discover ways to bring down AHT with estimated dollars saved.
• Reviewed contracts for features paid for but not used, such as speech analytics add-ons and other provisions.
• Built opportunity indexes and executive summaries with prioritized recommendations supported by data.

Miami/Fort Lauderdale Area

• Reporting directly to team of company owners, built a full-service inbound/outbound contact center that served as the scheduling department for a group of men’s medical clinics throughout Florida and Georgia
• Reporting – built a variety of forms, documents, reports to give real-time data and full transparency to company leaders
• Workforce Management – Created schedules, modified shift start/stop times, break/lunch times, determined true staffing needs based on forecasted call volume, hired directly and through staffing agencies
• Training – developed complete training program for new hires and ongoing training for all department employees
• QA – Established quality standards, hired QA Analyst from internal staff and provided leadership training/calibration, monitoring calls for 1) Connect on the human level, 2) Give the customer the right answer and 3).
• Vetted and selected RingCentral to provide a new state-of-the-art contact center solution to upgrade the department that unify all locations within the company, including API connections to the EHR, true.

• Consulting services focused on helping DENTAL, HOME CARE and LIMOUSINE companies launch successful contact center. Built and directed a contact centers from scratch and filling the following roles: CARE COORDINATION.
• Selected VoIP solution after vetting 10+ providers, and rolled out VoIP solution to Contact Center, then whole company
• Toured company’s remote offices to gain insight of needs, then hired and trained entire team
• Identified Key Performance Indicators (KPIs) to measure performance and create accountability
• Built SharePoint site allowing collaboration between Contact Center and branch offices
• Created custom schedules, reports, quality assessment tools

La Mirada, California

Overseeing all aspects of the customer care center for the largest and fastest growing furniture retailer in Southern California. Ensuring low return rates and low call abandonment rates for customers who are often highly emotional over high-ticket transactions. Having to solve complex issues around damaged items, buyer's remorse, property damage, etc..

Orange County, California Area

CALL CENTER MANAGER, WESTERN DENTAL 2011-2013Responsible for all aspects of the New Patient department supporting 300+ dental offices. Supported eight teams of 13-15 reps and clerical staff and held supervisors accountable for the performance of their teams.Completely redesigned commission structure for four levels: rep, sup, manager, directorUpdated.

Richfield, MN

Supervised daily activities of a team of 22 call center agents. Coached, developed and supported agents to ensure quality customer service and maximum productivity. Implemented measures to drive productivity, improve customer service, and build customer loyaltyRecruited, trained and motivated agents to achieve goals and meet company and departmental.

Greater Minneapolis-St. Paul Area

Supervised daily activities of a team of 12-15 phone representatives. Monitored inbound and outbound sales and customer service calls to ensure customer satisfaction, provide timely coaching and feedback, and identify areas of concernAddressed human resource issues, such as attendance and interpersonal conflicts in the workplace; consulted with Human.

Bilingual Certificate, Spanish

Business