Scott Phinney Email & Phone Number

Saint Paul, Mn, Us

Lakeville, Mn, Us

Rosemount, Mn, Us

Richfield, Minnesota, Us

Led a team of 500+ people in day-to-day performance, strategy, and operations. Responsible for setting and driving goal performance. Focus on three main goals: increase customer loyalty (NPS), improve efficiency, and create pathways for all team members to develop and grow as people first - and as employees. •Reduced Average Handle Time (AHT) 30%, resulting in an annualized cost reduction of over $4M. •Increased Net Promoter Score (NPS) by 120% over two years via roadblock removal identified through data analysis.•Increase employee engagement scores (Gallup surveys) by 1000bps over two years – surpassing all customer-facing teams.

Richfield, Minnesota, Us

Led day-to-day operations and execution of all voice contacts, managing about 40 million contacts annually. Successfully navigated a 2x increase in contacts during Covid, including launching new sites in multiple countries without the ability to travel. •Oversaw the performance of 12+ outsourced contact centers in seven countries. •Managed performance relationships with six BPO partners in seven countries. •Experience in reorganizing work to better align with customer and business initiatives. •Increased employee engagement scores by 39% year over year.

Richfield, Minnesota, Us

Managed vendor performance and contact center leadership for eight years. Developed and implemented strategies driving customer experience including program management and vendor management for an entire line of business. •Increased Net Promoter Score (measurement of customer experience) by 45% in first year of program responsibility, the highest among all program leaders. •Created new process mapping, reducing customer paths from 57 to 29. •Built global relationships with both internal and outsourced vendor contact centers, including site visits to each. •Job entailed 25%+ travel, including international.

Richfield, Minnesota, Us

Identified gaps impacting performance and financial success of customer contacts driven by.BestBuy.com. Led initiatives to adjust, change, create process to enhance performance. •Launched Customer Satisfaction survey, seeing a 50% increase in scores year-over-year. •Identified the need for a new training program, leading the project to create and implement a new program at three different sites in three different countries. •Job required 15% international and domestic travel for opportunity identification and relationship building.