Scott Marriott Email & Phone Number

Santa Clarita, Ca

Managed contact center Interactive Voice Response/Computer Telephony Integration (IVR/CTI) technology. Accountable for the end-to-end process including business process, application development, configuration, testing, administration, and customer support. Leveraged relationships with internal business units to improve business process and customer experience. Managed various long and short-term contract relationships. Managed desktop application and mainframe system/user requirements and user testing.• Achieved consistent growth in annual customer self-service call completions reaching 62% of call volume – top 1st quartile performance in utility contact centers and top in California utilities.• Managed the service delivery of over 100 million inbound self-service calls in six languages with zero customer impacting defects and an additional 20 million outbound calls.• Provided leadership/technical direction to cultivate a highly specialized team of motivated technical and process experts responsible for the timely delivery of solutions that enabled critical call routing strategies, business resiliency capabilities, and customer self-service functions that have achieved $500 million in cost savings and improved customer service.• Implemented numerous customer satisfaction measurement and improvement strategies and achieved 91% IVR satisfaction rating – the highest satisfaction performance of all delivery channels. • Developed and executed a strategy to use onsite supplemental contract employees to address staffing shortages; managed onboarding, training development/execution and transitioned to day-to-day operations achieving costs savings in less than 60 days.

Led application development, deployment, and operations of all contact center delivery systems including IVR/CTI, routing/agent call delivery, and web chat; support tools for monitoring, speech analytics, and workforce management; and collaborated with IT to support the contact center technical architecture, hardware, and computing requirements.• Leveraged relationships with telecommunications carrier and suppliers to ensure current and future telephony requirements are addressed; directed the conversion of outsourcing partner connectivity to MPLS/VoIP to cost-effectively increase capacity and improve resiliency.• Directed the organization’s business continuity efforts, partnered with IT and external partners to improve business resiliency and improve cost-effectiveness. • Developed and executed a strategy to optimize the use of Nuance voice recognition macros to minimize customer specialist keystrokes and improve accuracy; delivered a process that captured usage, tracked adherence to standards, and provided management reports.

Manager – Workforce Optimization and Business Systems 2012In addition to IVR/CTI, call routing, and contact center systems, provided senior leadership, coaching and mentoring to the manager of resource planning and service level management. • Conducted a resource strategy analysis including service level modeling to help executive leadership evaluate workforce expansion scenarios while optimizing operations. • To achieve optimal workforce planning, identified and managed the procurement of enhancements to the advanced workforce-planning tool to incorporate outsourcer and IVR impacts. • Directed the project team responsible for the implementation of real-time schedule adherence process and development of performance metrics for service representatives. Project resulted in the reduction of lost productivity and improved customer service levels.

Managed contact center Interactive Voice Response/Computer Telephony Integration (IVR/CTI) technology. Accountable for the end-to-end process including business process, application development, configuration, testing, administration, and customer support. Leveraged relationships with internal business units to improve business process and customer experience. Managed various long and short-term contract relationships. Managed desktop application and mainframe system/user requirements and user testing.

Management oversight of a $19M customer postal budget, compliance, and technology planning; system test/production verification of customer bills; and billing support processes.• Recommended and oversaw the development of tracking measures to show progress in the scope and reach of customer bills validated in testing activities and reduced billing errors.• Managed the evaluation of US Postal Service technology changes and subsequent development of business requirements/business case necessary for maintaining the company’s $4M annual postal discount.• Developed and successfully implemented a strategy to improve department productivity with a 25% reduction in department labor resources.

Spearheaded contact center cross-process improvements; co-led the corporate improvement team responsible electrical outage and emergency communication/notifications to customers; key contributor to the implementation of regulatory mandates and service guarantees; and provided senior leadership, coached and mentored the interim IVR manager.• Led contact center implementation of credit card payments and the insourcing of IVR based ACH payments; assumed ongoing management of the solution which resulted in increased customer convenience and over two million payments annually. • Designed and managed the integration of four disparate systems to create the first comprehensive communication process to notify customers of planned electrical maintenance, provided employee visibility, evaluated service guarantee criteria, and tracked missed notifications. The process was operational in 90 days and mitigated over $100 million in annual exposure and exceeded regulatory requirements. • Conceptualized and delivered an innovative automated/electronic scorecard to evaluate and quantify the quality of electrical outage messaging provided to customers. The solution provided field management needed performance measurement capabilities, enabled visibility to improve service in real time, and created a corporate key performance indicator.

Bachelors Of Science, Business - Organizational Leadership

International Business

Liberal Arts And Sciences, General Studies And Humanities