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 project risks, issues, dependencies, and changes in a timely manner.Communicated and collaborated effectively with project team members, sponsors, stakeholders, vendors, and contractors.Ensured adherence to telecommunications standards, regulations, and best practices throughout the project lifecycle.Coordinated project closure and handover activities with relevant parties.

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.● Enhanced recruiting, training, QA programs.

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) Never leave the customer hanging• 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 inbound/outbound call blending, WFM, QA with screen recording of both inbound and outbound calls, Gamefication, improved reporting, and more• Established new attendance guidelines, set expectations with documented dos and don’ts to prevent potential issues, and built a culture where employee achievement was rewarded and discipline was respectful, intending to help everyone perform that their best

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 CENTER MANAGER; HIRING & TRAINING; QUALITY ASSURANCE; WORKFORCE MANAGEMENT; SCHEDULING. Built the industry’s first and only in-house contact center from the ground up:• 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• Analyzed customer call arrival patterns and built custom schedules to meet demand• Built Quality Assessment plan from scratch to ensure sales focus, high level of service• Mapped new Auto Attendant/IVR to simplify experience for callers and better route calls• Created entirely new incentive plan for agents and manager to reward high performance

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., often handling complaints from the Better Business Bureau and Attorneys General offices.*Held abandon rate below 3% by scheduling, and providing real-time floor support*Developed comprehensive, dynamic department schedule for call center without WFM tools*Designed dashboard-style all-in-one reporting for KPIs, pulling data from multitudeness individual reports*Motivated, trained, department of 65+ Customer Service Representatives*Discovered pattern in customer complaint calls and taught employees how to better handle tough situations*Used my "play/pause" method in coaching CSRs to improve customer satisfaction by replaying recorded calls*Involved in highly emotional manager escalations

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 commission payout schedule from bi-weekly to twice per month to correspond with pay period schedules, simplifying the process for leadership, administration staff and the payroll department.Redesigned QA to incorporate connecting on the human level, while ensuring compliance with HIPPA and other laws as well as up selling dental servicesPresided over sales results that were more than 25% higher month over month for prior two yearsDeveloped a leadership development program where future leaders step into responsibility gradually:rep, team trainer, OJT coach, interim supervisor, permanent supervisorDeveloped reporting to stack rank reps and teams based on multiple KPIs to determine overall top/bottom performers

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 proceduresProvided and documented performance feedback through side-by-side coaching, performance reviews, goal setting; rewarded high performers, and took corrective measures when necessaryInitiated first ever program for agents to take ownership of their communication performance through reviewing their Customer Satisfaction SurveysProvided ‘on-deck’ presence to monitor performance, provide assistance, and ensure adequate phone coverage.Collaborated with cross-functional teams to assist in evaluating processes and developing improved corporate methods, standards, and workflowsBuilt various complex scorecard templates with MS Excel using various metrics that reported accurate weekly, monthly, and yearly appraisalsServed as United Way internal affiliate to bring awareness of UW services and raise charitable contributions.Organized regular commuter fairs, helping to reduce congestion and the environmental impacts of driving alone to workCreated and maintained CRIdeas (Consumer Relations Ideas) list giving employees a way to contribute suggestions and ideas

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 Resources for guidance as neededInterfaced with cross functional team leaders to handle customer service issues quickly and efficientlyReported to upper management on daily stats, common issues and complaints, and noticeable improvements in individual, team and queue performanceSupported and communicated business goals, quality standards, processes and procedures and policies

Bilingual Certificate, Spanish

Business