Scott K Jensen Email & Phone Number

Oakland, CA, US

West Palm Beach, Florida, United States

• Manage the member service contact center team working in multiple branch locations and virtual work at home.
• Responsible for delivery of service levels, quality, training and new client acquisition programs.

Port St Lucie, Florida, United States

• Set-up the business of home renovation and flipping houses business from scratch.
• Provided services for residential construction, remodeling, repairs, and renovation.

• Managed contact center team within the Community Banking division of Wells Fargo bank, handling complaints and inquiries.
• Leadership of 70 contracted banking analysts who researched and prepared cases for potential adjustments/credits

Concord, California, United States

• Directed activities of 25 representatives handling in-bound and outbound calls and in person meetings with clients as well as managed multi-site call center providing financial advice and assistance.
• Created training and development program for representatives and team champion role Implemented quality assurance reviews to ensure all policy and regulatory guidelines were followed.
• Worked as Key Account Manager for programs tailored for local city, county, and non-profit organizations as well as analyzed costs and revenue of agreements to ensure continued profitability.
• Coordinated the development of cooperative relationships with other service providers, police, and public safety officers.

Oakland, California, United States

• Spearheaded a team of 35 representatives to achieve all sales results and team goals as well as mentored the call center trainers and co-developed training plans.
• Managed key account relationships and on-boarding of new clients and ensured teams achieved telemarketing sales goals:
• Identified areas for improvement in workflow and devised customized programs to streamline processes along with reporting and monitoring lead generation and conversion rates.
• Evaluated performance with key metrics as well as prepared reports for different departments or upper management.
• Made independent home visits to Medicare members with complex health issues and managed them in the home setting.

Concord, California, United States

• Directed a team of 75+ representatives responsible for processing mortgage loans while working cross-departmentally with customer service, quality management, bankruptcy, foreclosure, fraud, and underwriting specialists.
• Supervised accurate completion and submittal of loan documents in dynamic production environment as well as maintained expense control and compiled annual budgets.
• Provided monthly variance review to senior management on results, operational strategic objectives, risks, and growth opportunities along with developing contests, incentives, and on-going training programs.
• Developed, supported, and communicated departmental and organizational quality standards, processes, and procedures.
• Worked with customer service, quality management, bankruptcy, foreclosure, fraud, and under writing specialists.

Concord, California, United States

• Managed 20+ process support specialists while being responsible for accurate completion and submittal of loan documents along with overseeing all aspects of team operations including quality and production.
• Provided performance feedback through floor management, daily meetings, formal performance reviews and goal setting.
• Created and analyzed reports measuring performance and productivity along with providing guidance, training, education, and motivation to the assigned teams.
• Developed and optimized management of teams’ best practices, measurements, and key performance indicators.
• Provided performance feedback through floor management, daily meetings, formal performance reviews, and goal setting.