Scott Backer Email & Phone Number

Bloomington, MN

Seeking to understand how EX + CX = the Ziegler Experience.Support Ziegler’s Retail Experience from “curb to counter” across our territory.Continuously connecting dots by keeping the human component at the center of change and business evolution.

Bloomington, Minnesota, United States

Greater Minneapolis-St. Paul Area

• Create process documentation; improve business-continuity practices and employee onboarding
• Plan, deploy, and continuously improve an internal Knowledgebase using Confluence
• Plan and deploy customer-facing Help Center and automation using Intercom to lower the customer’s effort and our cost to serve
• Collaborate on, and implement, numerous process-improvement projects to execute consistent, scalable, and useful Account Management processes including data-reporting, SBR meetings, CRM utilization, and.

Minneapolis, MN, United States

• Unify two Customer Service teams into one supporting multiple lines of business
• Add 13 new employees to my team; Team headcount 30+ by Q3 2021
• Help 6 employees get promoted internally
• Achieve improved Quality and Customer Satisfaction KPIs
• Motivate team to achieve at/above goal in Adherence, Quality, and Customer Satisfaction KPIs 7 consecutive months
• Improve AHT to be consistently in the 80th percentile against 100% goal

NE Minneapolis

• Analyze 3rd-party Vendor call-driver data to design and implement improved employee, and customer experience initiatives
• Design and produce training materials in a variety of formats
• Provide Quality Assurance and User Acceptance Testing of the telephone channel for multiple lines of business and markets

St. Paul, MN

(Ceased operations)Customer-facing representative for a Sales/Marketing Technology start-up; responsible for customer relationship management, data analysis, customer support/service, and Voice of Customer feedback.

Eden Prarie, MN

• Use data-driven staffing models to hire and on-board new CS Reps to meet seasonal-need; direct-hire and Contract to Hire experience
• Implement coaching/mentoring CS Reps to achieve more efficient case management, lower the cost to serve, and increase customer retention through professional growth and development training
• Evolve existing workflows to utilize greater CRM functionality to improve employee and customer experiences in an omni-channel contact center
• Execute data-analysis/reporting of Customer Service operations for Executive Leadership

Minneapolis, Minnesota

• Manage a multi-channel contact center for a unique SaaS platform and suite of products
• Create data-driven staffing models to grow the team from 7 employees to a team of 40+
• Create and evolve training processes, materials, and QA measurements for new and existing employees
• Increase Inbound Call Answer rate from 15% to 88% average
• Implement improvements that lowered the cost to serve per case from $21 to $13
• Design and implement Customer Satisfaction measurement, and provide data-analysis to help reduce customer churn

Hopkins, MN

• Use data analysis to create training materials, practical learning paths, cross-departmental shadowing, and peer to peer mentoring
• Develop and implement a 2-week On-boarding Program for new employees
• Collaborate with employees and HR to design professional growth and development plans
• Lead continuous improvement initiatives; The CX Team was continuously in the Top 3 for project value, project savings, and total number of projects completed
• Partner with HR Leadership to improve Employee Engagement scores from 3.1 to 3.8 consistently

Bloomington, MN

• Responsible for budgeting, training, continuous improvement project management, cross-functional team development and Customer Experience initiatives within the Customer Service business unit.
• Decrease reverse logistics turnaround from 5+ days to 2-day average - Reduced overhead costs by reducing footprint, storage and handling costs, and increased reconciliation velocity with Vendors.
• Achieve profitability of the Technical Services Team by implementing asset-management best practices, responsible recycling, and improved training processes.
• Lead Process Improvement projects to improve workflows that reduced the cost/service ticket and increase customer satisfaction - Contribute to saving the company $300,000+ through process improvement projects

CS Supervisor-in-Training: Account Services Team (AST) / April-July 2011CS Supervisor-in-Training: Customer Concierge Group (CCG) July 2011-January 2012

Front-line Agent fielding inbound calls, processing web-orders, fax-orders and other EDI generated transactions.

I was lucky enough to help guide the best Customer Service Agents-in-Training to become the most inspiring and helpful asset in the Bicycle Industry.

• Customer Service Training member, Web/Fax Team member, Live-chat Team member, Account Services Team and Customer Concierge Group Supervisor-in-Training, Contact Center Agent, E-commerce Team Coordinator, Fax Team.