Scott Hancock Email and Phone Number

Contact Center Operations - Strategic Planning, Performance Improvements, Member Acquisition and Retention, Start-Up, Expansion, Consolidation - Domestic, Near Shore, OffshoreOptimizing Operational Performance - Identifying and Improving Key Performance Metrics, Optimizing Sales Performance by Channel (Inbound/Outbound Calls, Chat, Email), Improving Staffing and Scheduling, Maximizing Customer Satisfaction through Voice of Customer and CRM programsTransaction Processing - Process Improvement and Re-engineering, Process Controls and Reporting, Quality Control, Continuous Improvement InitiativesChange Management - Turnarounds, Project Management, P&L Analysis and Budgeting, Consolidations, Re-Organization

Providing exceptional real estate experiences to homeowners selling and buying homes in the Sarasota, Bradenton, and Lakewood Ranch areas.

APMEX is one of worlds largest retailers of Silver and Gold products- Hired to maximize sales efficiency and conversion rates of the inbound sales and customer service depts- Implemented improved reporting and analysis by sales channel (chat, inbound/outbound calls, emails) to identify and leverage key sales opportunities- Reorganized and specialized Sales and Customer Service organization to leverage best practices as well as sales and customer service skills of top performing staff- Developed and implemented staffing and scheduling modules to maximize sales, improve quality of service and optimize profitability - Implemented QA and Voice of the Customer Programs which helped improve quality of service as measured by customers

Chartis Insurance Accident and Health Direct Marketing Division, New York, NY* $250M division of Chartis Insurance which provides Accident and Health programs directly to consumers via affinity relationships with financial institutions and retailers* Hired by President to optimize operating cost, improve quality of customer support and implement improved controls and reporting for marketing acquisition programs* Implemented controls and process changes to improve handling of customer service calls and streamline fulfillment of policies resulting in a $750K reduction in costs in the first 6 months* Improved marketing acquisition model and identified opportunities to improve effectiveness of marketing spend through more disciplined telemarketing strategies and vendor partnerships

* $1.4B company providing 30 affinity marketing programs to major financial institutions and credit card issuers including Identity Theft, Credit Monitoring/Reporting, and Consumer Savings Programs. * Rehired by company (previously Cendant) with responsibility for all U.S. contact center operations, membership retention, and travel membership and loyalty programs* Management and oversight of 1,300 employees located in 3 company owned centers and 6 global outsourced location including Mexico and Manila. * Accountable for member servicing and retention (10 million calls per year) and travel agency operations ($300M+ in annual sales). * Achieved financial targets and goals each year while improving quality of service delivery as measured by customer surveys.

* Hired by CEO of a Travel Membership Company with 300,000 members to improve Marketing, Operation and Financial performance. * Improved quality and economics of service delivery by re-engineering customer support and transitioning responsibility to new travel provider (Travelocity)* Improved marketing programs and premiums for increasing membership * Implemented membership retention programs and improved renewal programs

* $100M Global company that provided technology solutions, transaction processing/reporting, and customer support to major travel agencies in US and Europe including American Express and Expedia, airlines including American and US Airways, and financial institutions including CitiBank. * Hired by Chairman of Board to turnaround operations, grow company and help take company public* Helped company grow into the worlds largest travel outsourcer; processing and fulfilling over 10% of global airline ticket transactions (73 million) in 2004. * Reduced processing cost by over 60% through re-engineering and automation. * Processed and reported on 76 million data records from 400 sources in 50 countries. * Established operating center in Bangalore, India. * Consolidated European operations and automated processing procedures, cutting costs 30%.

* Promoted to manage and oversee all travel operations including three major travel companies including over 20 membership and loyalty programs. * Developed and implemented new membership acquisition and retention programs to grow membership base by 40% to 4.5 million members* Responsible for 10 operating centers and over 3,000 employees. * Grew annual travel sales to over $920 million by improving value of product offerings and quality of service.* Increased productivity 5% annually by improving product offerings, streamlining operations and automation. . * Doubled profitability of the tour/cruise travel company (National Leisure Group) in three years by developing and integrating proprietary inventory/reservation system with third party tour companies. * Increased RCI timeshare travel agency profitability by $2 million in first year through streamlining operations and automation; grew sales to over $130 million annually through improved products and value.

* Directly responsible for Denver operating center: 350 Travel Consultants and 250 Membership Agents. * Oversight and P&L responsibility for ten other travel and membership centers; started up 4 of these locations* Improved sales performance of reservation consultants by 5% per year by reengineering customer support operations and streamlining/automating the reservation systems. * Increase membership retention rates by 20% through improved scripting and retention tools. * Reduced support costs by 15% by converted Nashville travel operation into a centralized support center with Quality Control, Fulfillment, and Escalated Customer Support

* Managed the first Department of Defense contracted Travel Management Program at the US Army Tank Automotive Command and worked with US House Armed Service Committee to expand program* Managed first contracted Travel Management Program for Pentagon, Dept of Justice and Dept of Transportation