Scott Pigford Email & Phone Number

Austin, Texas Area

• Steer efforts to promote awareness of company’s microservices and application programming interface (API) platform to power digital government service applications across 30 business units supporting state, local, and.
• Liaise across all business units to determine new services and desired enhancements while collaborating with development teams and engineers for execution
• Develop feature requests based on research and feedback of user community to ensure… Show more
• Develop feature requests based on research and feedback of user community to ensure prioritization of product backlog
• Strategically implement marketplace website for the user community to discover available microservices, documentation, and performance metrics
• Communicate with information technology leadership and business stakeholders to report microservice adoption metrics, usage, and project pipeline

Austin, Texas Area

• Managed business relationships between the Enterprise Technology Services (ETS) department and 30 business units
• Coordinated across business units to determine support, and advance business objectives
• Executed operational level agreements (OLA) defining and documenting service levels and support
• Facilitated quarterly service review meetings for each business unit
• Made use of seven different key performance indicators in creating customer satisfaction index to provide… Show more
• Made use of seven different key performance indicators in creating customer satisfaction index to provide individual score to each business unit

Austin, Texas Area

• Directed the product lifecycle for two online payment applications that support Texas government agencies
• Held responsibility for the onboarding of state and local agencies and Tier 2 support for the deployment of more than 300 online payment applications
• Closely interacted with marketing and outreach teams to obtain new sales leads, prepare product demos, and engage with current and potential government customers

Austin, Texas Area

• Analyzed end-to-end customer experience and communicated with business stakeholders to improve contact center technologies, operations, and processes
• Collaborated with internal technology providers, vendors, and business stakeholders to maintain a cohesive customer approach across all channels
• Served as the representative of the business unit for high-profile projects
• Efficiently managed speech recognition interactive voice response (IVR) applications that enabled customer… Show more
• Efficiently managed speech recognition interactive voice response (IVR) applications that enabled customer self-service, accurate call routing, and resulting in $3M cost avoidance Show less

Various

• Oversaw a team of six interactive voice response (IVR) business analysts in handling 120 IVR applications that processed more than three million calls per month
• Delivered reports to business stakeholders regarding performance metrics and recommendations on call routing strategies to boost customer experience
• Succeeded in maintaining 19% self-service goal across all IVR applications