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 federal government agencies • 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 • 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 federal government agencies • 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 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• Evangelized 16 microservices increasing platform adoption by 200% and monthly API call volume from 8K to over 1.5M Show less

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 • 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 individual score to each business unit• Handled ongoing customer satisfaction surveys and responded to feedback when necessary Show less

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 • 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 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