Scott Ortiz Email & Phone Number

United States

Chandler, Arizona, United States

VOYA FINANCIAL, Chandler, AZ 2019 to 2024Director, Digital Operations Lead digital operations for 1K+ clients through chat and email channels, providing best-in-class experiences for customers through digital agents and chatbot.• Reduced incoming email volumes by 90%, resulting in $210K annual savings by consolidating customer channels• Partnered with SCRUM team to implement chatbot technology as first point of contact for customers, achieving 85% resolution rate.• Outsourced 50% of stateside staff to The Philippines, decreasing expenses and ensuring business continuity.• Implemented workflow changes, lowering interaction handle times by 30 seconds using existing technology.• Retooled workflow system to move work items to “push” methodology, resulting in 95% of requests completed within contractual turnaround times.

Phoenix, Arizona

MASSMUTUAL FINANCIAL SERVICE, Phoenix, AZ 2014 to 2019Senior Director, Policyholder Services – Life Post IssueManaged multi-site, cross-functional department of 18 associates, delivering back-office customer support for policy change and reinstatements, in-force policy illustrations, owner / beneficiary changes and disability insurance.• Conducted daily team huddles with associates, reviewing previous day’s successes and opportunities while determining plan for current business needs.• Promoted continued employee growth by providing regular coaching sessions and held monthly 1:1s with associates to evaluate performance.• Facilitated problem-solving sessions and acted as Problem Solving Champion for leadership team, identifying continuous improvement opportunities to reduce expenses.• Performed Walkabouts and Process Confirmations daily, determining improvement areas.• Led several projects, providing efficiency gains though implementation of capacity models, OCR, ICR and automation.• Identified opportunity to outsource internal printing using existing technology, resulting in annual savings of $170K .• Developed 9 associates to external promotional opportunities through Education, Experience and Exposure.

Scottsdale, Az

AGIA AFFINITY SERVICES, Scottsdale, AZ 2005 to 2014Member Benefits Support ManagerAssumed newly created position that combined Document Processing Manager position with Post-Acquisition Maintenance Manager position to eliminate silos from dependent processing areas. Led team of 26 associates and 3 supervisors responsible for processing post-acquisition maintenance requests, new policy issue and underwriting for membership base of over 1M customers.• Reduced time service by 10 days and lowered inventory by leveraging existing technology.• Partnered with other departments to support ad hoc fix-it projects, correcting customer accounts without utilizing technology resources.• Provided monthly reporting to clients, including service levels, turnaround time, and additional statistical performance data, demonstrating adherence to contractual goals.