Scott Mathis Email & Phone Number

Dublin, Ohio, United States

Columbus, Ohio Area

As the Director of Customer Service, I am responsible for the day-to-day operations and development of the customer service call center. These responsibilities include meeting and exceeding call handling and quality service metrics, trending and analyzing call statistics to improve staffing and efficiencies, development and implementation of initiatives to improve CSR quality, and employee performance management. In the past five years, I have strategically planned, developed and implemented queue environments for three of our branch locations, and continue to provide operational consults for best practices. Additionally, I have completed a transition to bring all of our after-hours calls back in-house utilizing our 24/7 call center. This has reduced escalation call volumes by 50% and reduced vendor costs by $350,000.

As the Call Center Manager, I cultivated and maintained client relations for E-commerce, technical support and customer service projects. My responsibilities included project implementation, profitability maintenance, as well as the direct management of three project managers, nine supervisors and staffing up to 120 call center representatives to meet contractual obligations and exceed client expectations. I also trended call handling and quality metrics to insure CSR efficiency and competency, developing and implementing additional training when necessary.

Education record

Education record