Scott Grigsby Email & Phone Number

“Consistent alignment of capabilities and internal processes with the customer value proposition is the core of any strategy execution.” - Robert S. KaplanHello, my name is Scott Grigsby and I am a highly accomplished, resourceful, and solutions-oriented strategist with 20+ years of experience and demonstrated success in leading all aspects of customer engagement, experience, service, and growth. Throughout my career, I have handled client communications, participated in client relationship management, production and administrative staffing, budgeting, profitability at the client level, and quality assurance at all levels, including SLA's and call handling metrics. My expertise lies in identifying, designing, and implementing process improvement interventions to maximize organizational effectiveness and efficiency to drive performance and deliver exceptional experience for clients.I am a transformational leader who is driven by challenges, undeterred by obstacles, and committed to furthering the standards of excellence. I am an engaging strategist with specialized expertise in leading, training, and developing teams to achieve and exceed predefined performance targets related to service quality and excellenceSpecialties: Strategic Planning & Leadership | Customer Engagement & Retention | Team Building & Leadership | Business Development & Growth | Operational Excellence | Process Improvements | Business Development | Program Management | Analytics | Business Process Improvement |Career Highlights:• Augmented annual revenues from $30 million to $45 million (50% increase) by driving multiple innovations and implementing improvement initiatives.• Enhanced the number of monitors for agents by 36%, which enabled them to streamline the headcount in the QA department as well as saved $80k in payroll costs annually.Elevated retention rates by 12% through developing and Internet-based, company-wide stay interview tool• Successfully reduced average speed of answer by 21% and call abandonment rate by 2% through developing and implementing KPIs, driving inbound service levels, and providing effective training to team members.• Earned Manager of the Year Awards in 2013, 2014, and 2019 for accomplishing the highest revenue gains and onboarding high-value clients, including Harley Davidson, Kroger, and Apple.Want to know more about my experience, passion, areas of expertise, or the improvements I can make to your organization? Connect with me at scott.grigsby@me.com.

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  Southwestern Oklahoma State University

  Computer Science And Business Management