Scott H. Email and Phone Number

Telecom Engineer handling 100% telecom responsibility in the organization. Contact Center:Nice InContact (CXOne):Handle all scripting, IVR, administration, training for our contact center system. This includes working with external partners on any third party integration such as ZenDesk and Jira Service Management. Partnering with various internal teams on how to best utilize the contact center software to migrate them from various antiquated services. Internal VoIP:Master administrator for TPx VoIP services (broadsoft) within our retail locations, distribution centers, and Store Support Center (SSC/HQ). This includes launching new store services, migrating SSC end users to MS Teams calling via trunk to remove any physical phone devices needed. Working with partners to ensure all auto attendants are up to date with the latest messages and are uniform across the board. Validating billing is correct and that stores no longer in operation are reflecting up to date information.

Proactively contact clients and internal partners to resolve issues and to collaborate on client solutions. Deliver results per customer-driven service level agreements and quality focus.Utilize tools, resources and technology to provide exceptional customer care.Partner with Sales and Account Managers in support of new and existing customer opportunities.Partner with Operations, Account Support, Support Services, Recon/Investigative Research, IT and Billing/Collections with a focus on ensuring consistent and coordinated efforts between the teams.

Manage high end clients, ensuring complete customer satisfaction.Work with Argent Clients to ensure satisfaction and future business.Receive, research, represent, resolve all Chargebacks received from Merchant Services.Resolve all highly escalated complaints received from Director of Customer Service.Provide weekly reports to Senior Management on all complaints received.Receive, research, and resolve all Better Business Bureau complaints received.Raised BBB rating from F to A+ by working directly with organization to resolve outstanding complaints.Receive, research, and resolve all Attorney General complaints received.Work with General Counsel in all research for inquiries received by outside counsel.Work with law enforcement to research and retail any stolen jewelry requests.Assist Public Relations team in inquiries received from media outlets.Interview, hire, train, manage, and/or terminate Customer Service Associates in Corporate Contact Center.Weekly and Monthly calls to current clients to offer additional services and to keep in touch for relationship building.Work with European offices to resolve any Customer Service complaints received in Global Headquarters.Work remotely to resolve any issues received after business hours and/or the weekend.

Work with top-tier clients while providing world class customer service.Receive supervisor calls and resolve situationEducate new customers on how to use their timeshare product.Receive and resolve client billing disputes.Mentor/Monitor new hires once training completed.Reserve and Cancel reservations based on owners requests.

Research and implement HR documents including: Employee Handbook, Confidentiality Agreements, etc.Complete weekly payroll through ADP EasyPay.Contact current customers and pitch new sales.Send out new samples of products to existing customers.Contact potential new customers to set up appointments for a sales session.

Manage 1000+ auto dealership clients in mapped territories throughout the USA. Build on current relationships to ensure the highest level of Customer Service. Complete daily tasks to contact new clients (Dealers) and build a successful relationship. Pitched sales to existing dealers to upgrade or add on sister stores to our services.Process billing and credits at month end for each dealership. Take inbound calls for any dealership and answer any questions they may have. Developed technical assistance for Account Managers when dealers dispute monthly services. First attempt collection calls with short-payments higher than 30%

Assist Account Managers in corporate office on client requests.Maintain successful client and vendor relationship and ensure clients receive highest level of client service.Assisted Sales Team in setting up new clientsTrained new clients on software applicationsMonthly auditing on vendor invoice to ensure proper charges and details provided.Create secure UserIds for internal employees and external clients.Work with Visa/MasterCard cards to ensure artwork for products meets their specifications.Process new plastic orders, including artwork, design, and manufacturing of Visa/MasterCard cards.

Opening/Closing Manager of deli. Managing staff of 5+ employees. Ensure deli is clean and ready for next day business. Cover any position, including: Baking, Cashier, Clean-up, Prep. Assist GM/AM interviewing potential employees for my shift. Make nightly deposits to bank.