Scott Thomas Email & Phone Number

Florida, United States

Tampa, Florida, United States

Built, scaled, and managed operations for customer facing businesses in the Tampa Bay area.Designed and managed all operations including P&L, budgeting, facilities, marketing, customer service, software support, recruiting, and staff management.Managed business operations in B2B, consumer services, health & wellness, and hospitality. Responsibilities: Budget $1m; Direct Reports 4; Staff: 36.

Tampa, Florida, United States

Established the first Global Shared Services Support Center at Citiroup providing 24/7 multi-site call center SaaS support resulting in dramatically improved HR services to 300,000 employees and annual savings of over $1.5mm.Designed Citigroup’s Global Shared Services standardized reporting processes to provide managers around the world with intelligent operational and financial metrics resulting in improved control and reduced risk.Appointed by Citigroup to be the Head of Global Service Reporting for the collection of customer service data from the global regions and presentation to Citigroup Senior Leaders. Designed and implemented new Voice of the Customer initiative at Citigroup resulting in a 30% improvement in employee satisfaction with Citigroup support services.Appointed by Citigroup Senior Leaders to design and implement the Citigroup Ethics Hotline, the first employee compliance reporting system allowing Citigroup’s ability to pro- actively manage internal ethics issues.Managed service delivery in the US, Latin America, Europe and Asia. Directed the operations and 14 SaaS software applications including HR, finance, procurement, payables, payroll, and benefits.Responsibilities: Budget:$3m; Direct Reports:4; Staff:165.

Utah, United States

Facilitated Iomega’s service quality turnaround in 90 days by BPO outsourcing technical support to better manage the dramatic (over 1000%) increase in customer support requests.Created a “customer first” culture through strong customer advocacy & awareness campaigns, incentives, and leadership improving CSAT scores by over 50%.Implemented new processes for data driven reporting incorporating KPI's and balanced scorecards using Six Sigma and LEAN principals resulting in 30% improvement in service delivery metrics.Negotiated contracts for service outsourcing and developed and managed all SLA's and third party service relationships. Responsibilities: Revenue: $16m; Budget:$9m; Direct Reports: 8; Staff: 600.

Ohio, United States

Designed and built the integrated Solomon IV / Dynamics SL Support Center at Solomon Software (now Microsoft), combining technical support, client relations and database services which eliminated support handoffs resulting in improved client satisfaction and new cross selling revenue of over $4mm. Built and managed the SaaS financial products client service and technical support departments. Dramatically improved CSAT by over 40% through end-to-end client ownership and tight coordination of departments. Implemented a new telephony and CRM systems, SOPs, SLAs, KPIs, customer facing tools and technologies resulting in vastly improved customer satisfaction, service center efficiency, and service product revenue. Responsibilities: Revenue: $6mm; Budget: $4mm; Direct Reports:6; Staff:65.

Tampa

Provided technology and financial consulting services to businesses in the Southeast Michigan Region. Analyzed client needs and recommended appropriate financial and operations software and solutions. Installed client financial software, designed new business processes and trained staff on new procedures. Supported clients by developing financial reports and managing data migrations.Designed, implemented and tested critical new backup and disaster recovery plans to mitigate risk.

Education record

Education record

Education record

Bachelor'S Degree, Business Administration And Management, General