Scott Maple Email & Phone Number

Seattle, Washington, United States

Boise, Idaho

Ontario, Or

Responsibilities include providing development to the leadership team to guide and develop representatives in a creative, engaging manner. Manage the day-to-day operations of a center of more than 100 people. Create stimulating methods of driving performance in key performance indicators (KPIs). Daily execution of the executive strategy in providing the best customer experience in the industry. Analyze center trends in performance, staffing, and employee satisfaction and take action to address any gaps. Manage monthly budget for expenses related to recruiting, recognition, and events. Conduct interviews for vacant positions and select most appropriate candidates. Act a community outreach liaison to build strong presence in the local community. Create a values based culture of recognition and execution to ensure exemplary performance through appropriate means.

Meridian, Id

Responsibilities included the daily execution of the Churn Reduction Strategy for the organization. Coaching and developing a team of up to 17 representatives to root cause analysis, create exceptional customer experiences, and drive key performance indicators (save/cancel rate, contract renewals, one call resolution, call resolution time, etc.) to exceed minimum business expectations. Create a culture and recognition and engagement to get results the right way.

Meridian, Id

Responsibilities included launching the new call type by analyzing trends in requests from our retail locations to create policies that would allow for more autonomous functionality. Develop training techniques to drive high levels of performance in a new arena while maintaining an engaging environment for frontline representatives. Managed the day-to-day activities of a team of up to 75 employees, including other people managers, senior representatives, and frontline representatives. Worked with national contact to provide feedback on improving relationship between sales and customer care.

Meridian, Id

Managed a team of up to 17 representatives to exceed minimum business expectations in quality, sales, call resolution time, etc. Provided continuing education training on new products, services, and strategy. Created environment focused on employee engagement and motivation through close professional relationships and employee investment.

Work with customers to meet programming needs and resolve billing issues.Provide support to peers in an effort to resolve escalated customer situations and answer procedural questions. Leverage multi-tasking skills to operate multiple systems simultaneously while interacting with customers. Actively listen to needs of customer and partner with them to reduce voluntary attrition.

Bsb, Business Administration, Management And Operations, Graduated

Real Estate

Aa, Business