Scott Mainwaring Email & Phone Number

• Management Consultant, Customer Channels & Operations Management
• Acting Director for Healthcare client more than doubling staff and scaling operations, all while transforming omnichannel operations and achieving quality assurance, medical record integrity, and HIPPA requirements
• Conducted end-to-end risk assessments for multichannel contact center services
• Evaluated pre-contract supplier due diligence including site visits, desktop documentation reviews, and contract redline reviews on third party suppliers for bank’s second line of defense
• Drove customer remediation efforts across multiple products and regulations involving significant efforts from first and second lines of defense
• Conducted end-to-end process and control assessments across multiple and complex processes utilizing SIPOC, detailed mapping, process improvement, FMEA, control design, and action planning across many constituencies.

Richmond, VA

• Vice President, Operations and Service Delivery
• Built the strategy and architected the solution for the Healthcare start-up’s Help Desk, Customer Care, and cloud-based CRM, supporting API/tech platform for lab, provider, and medical professional service delivery
• Drove appointment triage methodology resulting in 98% appointment integrity
• Delivered 96% client (patient and lab) satisfaction
• Launched new contact center cloud-based technology/tools, delivering IVR, telephony, CRM case management platform for omnichannel contact center that included email, chat, knowledgebase, analytics, and dashboard.
• Developed and executed footprint strategy through RFP, contracting, and disciplined project planning; Ensured all operations, including third-party, were built and compliant with privacy, security, and breach.

• Program Vice President
• Responsible for the overall success of Medicare and Obamacare omnichannel operations and innovation for the Department of Health and Human Services (CMS/HHS) that included service delivery, client and customer.
• Led and directly accountable for 9000 FTE across nine facilities representing $300mm in annual revenue
• Accountable for established SLAs (operational, financial, customer satisfaction, retention, complaints, quality assurance) and consistently achieved large performance-based financial incentives
• Accountable for ISO 9001 certification including external and internal audits and ensuring statutory and regulatory requirements were met (HIPPA, Privacy, Security Rules)
• Scaled operations five-fold to bring 11 new contact center sites to inception in six months

• Agent Work@Home
• Built Agent Work@Home contact center capability at Capital One
• Operationalized $10mm in technology to support safe, secure and stable infrastructure
• Grew headcount ten-fold over six months with infrastructure (recruiting, onboarding, technology, management, etc) ready to support 2000+ agents in 2013
• Agent Work@Home footprint consistently exceeded customer satisfaction and sales metrics versus brick and mortarSales/Balance Transfer Owner
• Operationalized high level card portfolio objectives through phone channel sales strategies in Philippines and Central America

• Director, Sales and Service
• End-to-end accountability for sales through phone/email/chat for Sears.com and Kmart.com
• Sourced, contracted, and launched 200 agent Chat platform capability with Liveperson within two months to support 2009 Holiday season, generating millions in incremental and unplanned margin
• Accountable for $200mm in annual sales

• Director, Sales and Service
• End-to-end accountability inhouse and outsourced for all multi-channel contact center sales, service, and support
• Greatly increased contact center sales and customer satisfaction year-over-year
• Drove integrated multi-channel sales strategy, owning P&L driving $350mm in revenue and $40mm in EBT
• Global footprint strategy and execution through RFPs, due diligence, sourcing, and monitoring for three outsourced omnichannel suppliers in Philippines, India, and Canada

• Director, Business Operations Support, Contact Center Services
• Spearheaded Controls and Governance and service quality for Capital One’s outsourced global call center network and developed formalized processes including sourcing, onboarding, and ongoing monitoring
• Owned Contact Center Services 2002/2003 remediation of Capital One’s MOU from Federal Regulators
• Received (Twice) the Circle of Excellence award reserved for top 2% of employee population.