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With over 20 years of experience in the telecommunications industry, I am a passionate and driven leader who strives to enhance the online customer experience and drive business growth. My field of expertise is customer experience and process improvement, and I have a strong proficiency in Salesforce CRM and Salesforce Marketing Cloud. In my most recent role I was the Senior Manager of Online Analytics and Customer Experience at Lumen Technologies, where I led a team of skilled marketing professionals who created and optimized our digital customer communications to enhance and simplify the customer and agent experiences.In this role, I leveraged Salesforce CRM to provide valuable insights and actionable recommendations based on customer data and online engagement metrics. I also managed the operational support and issue resolution for Salesforce Marketing Cloud, ensuring the successful completion of pre and post release testing, proactive audits, and timely resolution of any systemic or operational issues. Additionally, I collaborated with cross-functional teams to drive customer experience and operational improvements, ultimately reducing expenses and fostering customer loyalty. Some of the skills that I use in my daily work include project planning, skill development, and program development.
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Lead Program ManagerLumen TechnologiesHugo, Mn, Us -
Lead Program ManagerLumen Technologies Dec 2024 - PresentGreater Minneapolis-St. Paul Area -
Sr Manager Digital Transformation - Salesforce & Marketing CloudLumen Technologies Jan 2021 - Nov 2023St Paul, Minnesota, United StatesLead a team of skilled Marketing Professionals responsible for operational support, analytics, and customer experience improvements for all of our digital customer communications in a Salesforce ecosystem. Provide operational support and issue resolution for Salesforce Marketing Cloud, oversee successful completion of pre and post release testing, proactive audits, and timely resolution of any systemic or operational issues. Proactively monitor and analyze online customer engagement metrics, identifying trends and insights to optimize digital experiences and drive business growth. Utilize Salesforce CRM to analyze customer data, providing valuable insights and actionable recommendations to improve customer acquisition, retention, and satisfaction. Collaborate with cross-functional teams, including marketing, product development, and IT, to develop and implement strategies that enhance the customer experience across all digital touchpoints. Lead initiatives to improve customer experience by identifying pain points, developing customer journey maps, and implementing solutions that drive increased customer satisfaction and loyalty.
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Manager Project Management - Customer Experience & NpsLumen Technologies Apr 2011 - Dec 2020St. Paul, MnAs the leader of the Customer Experience Team for the Consumer Markets Group at CenturyLink, my primary responsibility was to enhance the end-to-end customer experience. This involved analyzing customer feedback obtained through Net Promoter Score (NPS) and other customer data sources. By leveraging this valuable data, I collaborated with cross-functional teams to drive customer experience (CX) and operational improvements, ultimately reducing expenses and fostering customer loyalty.
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Manager Process ManagementQwest Communications Jan 2007 - Apr 2011St. Paul, Mn -
Lead Process AnalystQwest Communications Jul 2001 - Jan 2007
Scott Schmidt Skills
Scott Schmidt Education Details
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Accounting And Business/Management
Frequently Asked Questions about Scott Schmidt
What company does Scott Schmidt work for?
Scott Schmidt works for Lumen Technologies
What is Scott Schmidt's role at the current company?
Scott Schmidt's current role is Lead Program Manager.
What is Scott Schmidt's email address?
Scott Schmidt's email address is sc****@****ink.com
What is Scott Schmidt's direct phone number?
Scott Schmidt's direct phone number is +161255*****
What schools did Scott Schmidt attend?
Scott Schmidt attended Winona State University.
What skills is Scott Schmidt known for?
Scott Schmidt has skills like Vendor Management, Telecommunications, Customer Experience, Cross Functional Team Leadership, Competitive Analysis, Process Improvement, Management, Business Analysis, Project Management, Operations Process Improvement, Customer Experience Analysis, Voice Of The Customer.
Who are Scott Schmidt's colleagues?
Scott Schmidt's colleagues are Alex Raskin, Mary Ellen Catbagan, Abhishek Mehta, Viral Saraiya, David Ferguson, Venkatesh S, Bhavesh Bejdas.
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Scott Schmidt
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