Scott Walsh Email & Phone Number

Rochester, New York Area

Program Manager 2019 – PresentResponsible for the coordination, implementation, and oversight for multiple projects to ensure the day-to-day client commitments and goals are met for major Automotive OEM’s and non-automotive accounts. Primary point of contact for Ardent Account Directors and resource for Project Managers. • Program Manage for major Automotive OEM account worth $14 million. Successfully completed 18 projects in 2019 with 3+ initiatives within each project. • Created internal web-based training course to coach new and existing employees of Ardent Learning on the project development and implementation process, launching in the fall of 2019.• Built and updated project tools for creative, instructional design, and programming solutions teams. This includes handoff documents and Smartsheet templates for project managers, bringing consistency and direction to the resources available for Ardent projects. • Collaborate with Solutions Directors to ensure that all resources (internal and external contractors) are up to date on templates, updates in direction and new deliverables, and ensure contractors are appropriately allocated for all current and future projects.• Point of contact within the major Automotive OEM account for all IT and equipment related issues, programming needs, and web-based training quality assurance and troubleshooting.• Manage, develop and onboarded 2 project team members to improve their client communication, organization and presentation skills. Provide coaching through continued evaluations, weekly meetings for guidance and oversight with their accounts.

Rochester, New York Area

Project Manager/Senior Consultant 2017 - 2018Accountable for day-to-day operations of projects for Automotive OEM accounts and ensuring overall quality of deliverables.• Defined, managed, and maintained 6 projects for major Automotive OEM, a $1.5 million program. This included coordination of project logistics, guided scope, timeline, and budget.• Created and maintained individual project timelines and allocated resources, ensuring on-time deliveries. • Project Management achievements in the automotive industry include: Fixed Operations Program Management, Fixed Operations/Sales Customer Satisfaction, Sales to Service handoff processes, Customer Retention, and Dealer profitability initiatives

Rochester, New York Area

Primary point of contact for all training needs and delivery for the Rochester, NY and Charlotte, NC Centers. This includes providing regular training updates, understanding business goals and priorities, and identifying training solutions for business challenges. Rochester, NY• Supervised and developed 6 Senior Trainers on their presentation, classroom management, curriculum development and coaching skills which helped bring the call center to a top 10 center out of 22 in 2017. • Directed the learning and delivery decisions/performance gaps by working with quality, operations and director team to produce 100% training completion rate in 2017 with a 4.8 / 5 satisfaction rate.• Developed and delivered 3 leadership classes for 60+ Supervisors and Senior Managers which improved employee engagement, business acumen and productivity tool use for the leadership team. • Improved leadership development for 260+ leaders in 6 call centers with a 100% completion.Charlotte, NC• Supervised and developed 4 senior trainers on their presentation, classroom management, curriculum development and coaching skills to maintain a top 5 ranking call center in 2017. • Directed the learning and delivery decisions/performance gaps by working with quality, operations and director team to produce 100% training completion rate in 2017 with a 4.7 / 5 satisfaction rate.• Coached trainers on virtual training platforms WebEx and Adobe 9 to deliver effective virtual trainings to the HBA team of 80 representatives and 10 supervisors with a 5 / 5 satisfaction rate.• Increased Net Promoter Score (NPS) from leadership satisfaction from 5.5 to 8.5 / 10 in Charlotte, NC. National projects• Directed and developed 6 national delivery projects through improved curriculum, implemented stakeholder feedback and fine-tuned delivery in 2016 for customer service and technical support to improve the overall customer experience. • Received NPS of 9.11 / 10 for 2016 stakeholder surveys.

Rochester, New York Area

Applied adult learning methods, produced media and created trainer materials while managing advanced customer service skills/products/data, leadership and cross-functional trainings. • Developed training that reduced new customer call in rate by 45% over 6 months for the retail channel with the “New Device Call in Rate” project in Upstate New York.• Created program that reduced disconnects per call by 5.66%, increased NPS by 2.13% in 2-month period. • Directed the new employee training for all products and services which include over 25 devices and price plans, ERP systems, “save and Credit reduction” programs and soft skill training for 400 new employees in 2014.• Supervised and evaluated 8 Senior Trainers on their presentation, classroom management, development and coaching skills for the Rochester Call Center.• Developed course materials, evaluated the delivery of training courses, measured results and evaluated ROI for the Rochester Training Team for 600+ representatives and 5 contact centers in the Northeast Region.

Delivered advanced customer service skills/products/data, Technical support, leadership and cross-functional training sessions using adult learning training methodology, appropriate media, trainer materials, and effective presentation skills. Applied a blended learning approach to accommodate multiple learning styles. • Delivered 1,200 hours of training annually.• Trained 25+ participants per class on new products and services, devices, productivity tools and procedures to improve customer satisfaction. • Trained 600+ representatives on new devices and mobile platforms – BlackBerry, IOS, Android, windows mobile, Palm.• Used virtual delivery platforms WebEx and Adobe 9 to cut costs by approximately $60,000 while improving productivity.

Supervisor of Customer Service 2007 – 2010• Manage/coach a team of 10 to 20 customer service representatives • Coordinate work assignments of representatives engaged in on-line customer service/billing, customer retention, and troubleshooting.• Review and modify procedures to ensure the team meets department performance standards. Identify team/individual trends in productivity and training issues. Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional procedures. Audit team performance on a regular basis.• Monitor employee development and provide feedback to representatives on how to improve personal service levels and ensure compliance with control procedures. • Prepare and analyze reports on customer service, billing, and cancellations for review by superiors• Demonstrate comprehensive knowledge of competition and save matrix.

• Diagnose and resolve cellular technical issues• Understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer in a professional manner. • Support a growing number of wireless data products and continuously demonstrate proficiency in product knowledge and call handling skills

Bachelor Of Professional Studies, Concentration In Elementary Education

Education record