Scott M. Email and Phone Number

📌 Only non-lead DES with Level 4 certification, the highest for a non-lead—largely based on leadership and initiative, expert knowledge of workflows, and steady performance in top 25th percentile among all DES📌 Earned management's trust to serve as a secondary trainer and DES lead, due to proven record of quality work, ability to coach others, and timely organized updates on all projects📌 Won 3 of 4 weekly Tier 1 iron DE contests from August to September 2023 for averaging less than 70 seconds processing time per IRS tax return with a 95-99% accuracy rate📌 Volunteered as commercial-side DE lead during launch of IRS projects in 2023—allowing Ripcord to still meet commercial-side SLAs, despite DE staff shortages, and with swing shift DE lead on IRS duty

📌 Managed a complex calendaring database involving the scheduling of 30-plus field staff with a large and diverse clientele stretching from San Francisco to the South Bay and Santa Cruz County📌 Spearheaded a 10% increase in clients through excellent, empathetic customer service, and scheduling shifts with reliable and qualified field staff📌 Integrated case or order IDs on all non-private pay client profiles for easier recognition by payer source—enabling the company to collect 75% of unpaid balances from partnering businesses📌 Doubled as the office manager and receptionist, while assisting with HR duties—thereby freeing up roughly 10 additional hours per week out in the field for the CEO and Director of Nursing to convert potential clients, and perform regular wellness checks on existing patients

📌 As customers' first point of contact with company, processed roughly 10-20 project requests per day for a clientele base of about 2,000 auto repair shops in the U.S. and Canada📌 Contributed to an estimated 90% satisfaction rating among MechanicNet subscribers by initiating follow-up calls to provide personalized support and address potential issues 📌 Collaborated with shops on periodically updating their websites and postcards—thus enabling their customers to stay informed on latest discounts, services, and other operational changes

📌 Expanded company's initial database of about 300 standard promotions by contributing a 10% increase in new designs, plus identifying and replacing all missing images in English or French📌 Developed a spreadsheet to detail and categorize all current promotions—giving the company a quick, organized, and centralized summary of every active image accessible to shops📌 Conducted regular quality control review of company's online proofing tool and shops' dashboards—ensuring all standard promotions were selectable for postcard, e-mail, and web use📌 Executed approximately 10-20 reminder calls or e-mails per week to shops—allowing them to approve, edit, or delete queued postcard promotions before their mailings every Thursday

📌 Developed and wrote original stories for individual Patch.com sites in Castro Valley, San Leandro, Milpitas, Union City, San Lorenzo, Newark, and Alameda📌 Specialized in reports revolving around education, city operations, sports and energy use

📌 Won "Broadcaster of the Year" honors for helping pioneer and manage about 40-50 weekly productions of "News by the Bay," KCTH's first community-access and award-winning newscast📌 Supervised and led a production staff of roughly 10 people by coordinating story assignments, brainstorming content, and performing quality control review of all scripts before airing

📌 Assisted newscast editors in the writing of leads and teases for reporters' stories📌 Collaborated with reporters in the field by recording from the studio three versions of stories for later newscasts each day; also prepared select national CBS features for on-air use📌 Edited and posted podcasts to station's website, based on daily on-air phone interviews and news conferences📌 Conducted research on gas prices and other consumer trends for KCBS' website and newscasts

📌 Served as a production assistant for the Bay Area's #1-rated TV news station during the 2008 presidential primaries by tracking polls and votes via web searches and other news feeds📌 Authored 4 news packages for demo reel—covering the economy, housing market, and veterans' affairs—with interviews and stand-ups in the field📌 Research assistant for special reports producer on station's 5:00pm and 10:00pm newcasts