Scott Klein Email & Phone Number

Northfield, Illinois, United States

Lincolnshire, Illinois

• Supervised the development of automated supply chain solution to market for optimization of inventory planning, forecasting, and replenishment. Increased customer’s monthly incremental unit sales by 10K amounting to $1.5M in incremental sales and reduced inventory investment $4.15M• Implemented comprehensive reporting and analysis on performance, category performance, industry trends, and market share.• Analyzed actionable metric KPI’S and dashboards to support decision making and drive business growth.• Established relationships with vendors and stakeholders while understanding the customer’s business and developing a strategic roadmap for success. • Proposed cost-efficient methods, balanced schedules, and improved performance through strategic workforce management.• Devised and implemented integrated marketing strategies that increased the client’s customer database resulting in increased incremental revenue of $5.5M. • Achieved exceptional profitability by analyzing performance data, trends, and pricing.• Maximized customer retention and market share expansion through an aggressive approach identifying and recognizing business development opportunities. • Program/Project Management for new business segment.• Business development and customer relationship management (CRM) for onboarding new customers and supporting existing customers.• Account services – 3PL and logistics support to customers.

Arlingtoh Heights, Il

• Extensive experience in QA/UAT and pre-production testing, production validation and support, defect management, root cause analysis, as well as system outage performance. • Agile delivery team member for SDLC and defect management• Cross-team collaboration and support with I.T., Solution Architects, QA/UAT Testers, Product Owners, Scrum Masters and Sr. Leadership. • Team QA lead for 5 internal and 5 vendor employees• Partnered with finance and program management teams for business cases and benefit realization.• Experience with Agile tools such as Technology Delivery Platform (TDP)• Review and translate technical design documentation. • Review documents/user stories and provide estimates for capacity planning.• Maintained and staged test device’s and test accounts to support multiple departments with QA, UAT and production validation. (Mobile and tablet devices: Android, iOS, Blackberry, desktop, laptop)• Release management support: Completed delivery of over 4K environment changes during peak and off-peak hours. • $3.1M annual cost savings contact shed/handle time reduction: 1.7M automated resolutions in first 12 months; 99.9% quality success rate; Delivered over 1350 technical troubleshooting scenarios to agents and customers.

Hoffman Estates, Il

Executing end to end project management of high-profile complex projects along with managing sub-components of larger programs. Develop detailed work plans, schedules, funding, budgeting, resource plans, methods and procedures and status reports while ensuring quality control throughout project lifecycles. Responsible for the implementation of total quality, methods and procedures, and process programs. Lead the planning, developing, and implementing techniques for ensuring the maintenance of quality levels using accurate methods, procedures, and processes. Develop metrics that provide data for process measurement; identify indicators for future improvement opportunities as well as collect data to identify root cause of problems. Provide consultation on the use of re-engineering techniques to improve process performance and product quality.• $3.04M annual cost savings: Order Track Enhancement: Secured $1.58M funding, 12-month 193% savings/payback; 310,075 calls deflected first year; Tracking and reporting to finance team.• Deployment of AT&T Corporate Wi-Fi Solution in 42 Mobility Customer Service/Business Centers, 21 locations deployed with an accelerated turn-up date. • Strategic Partner Mobile Coach Technical Trial: Deployed at Strategic Partner sites for 20 managers. Ensuring technical and security requirements met prior to launch. Supported SP setting up iPads used for trial, site training, training materials, pre and post reporting metrics.• Managed restructuring of Tech Queues from 5 to 3 - Consumer and IRU call types; iPhone, Android and General; Addressed training, call routing, scheduling, labor, HR, communications along with targets and incentives.• Chat & Social Media: Deep dive into Chat groups and Social Media teams to determine needs for M&P’s for Consumer and BMCC.

Manage the day to day marketing campaigns, selling efforts and operational changes of the product portfolio throughout the Consumer Sales and Service, Mobility Care, Retention, Business Centers, external vendors, Outbound Telemarketing and DMDR. • Subject matter expert supporting rollout of all new and existing AT&T products and services. Communicate and distribute important M&P’s, operational, product and service changes. • Weekly site visits: Development and skill enhancement of the sales teams throughout the US consisting of more than 2,000 customer service/sales representatives and senior leadership.• Oversee the daily selling and operational efforts, strategic selling approaches and processes to improve results and reduce churn.• Coordinate and execute focus groups to identify new areas of opportunity, process enhancements or to close gaps in current processes. • Develop and deliver Incentive programs, Road Shows, Blitzes, and product re-launches • System Testing: System upgrade releases, post launch testing/monitoring.

Associate Of Arts - Aa

Education record