Scott Waite Email & Phone Number

Houston, TX, US

Houston, Texas, United States

• Led efforts to launch the DN Disputes portal in 2021, providing vision, support, and direction to a team of Product Owners, stakeholders, development and testing resources before and in the two years post-launch.
• Had responsibility in 2021 for designing and developing an international disputes platform through strategy, roadmap definition, development, execution, and initial market readiness product phases.
• Has expertise in the Discover payments product life-cycle and has grown the Disputes platform by setting objectives for and following up through delivery of added features and functionality.

Kaysville, UT, United States

• Applies Lean methodology to driving major projects from conception to delivery. Managed Agile Scrum team (part of a larger 3-year Scaled Agile initiative) as Product Owner for major technology platform overhaul..
• Product Owner for dispute case management software retrofit/upgrade to meet 21st Century requirements. Managed Agile project with Waterfall delivery schedule – impacting 300,000 dispute cases managed by the system each.
• Regulatory and Compliance Subject Matter Expert. o Helped write, substantially revise, and review dozens of training modules for frontline employees. Provided expertise and guidance to the Training Designer and the.
• Nominated for “2018 President’s Award” (Discover’s most prestigious award) for excellence in project management. Was recognized due to the incredible development, leadership, collaboration, and quick deployment of.

Greater Salt Lake City Area

• Led teams of 15-22 frontline employees responsible for servicing current Discover customers as well as processing new credit card applications.
• Used coaching mentality to positively shift mindset and behaviors of direct reports to become more customer focused, reduce business risk, and accommodate for all aspects of workplace change. Led to Discover winning JD.
• Voted “Best Environment as a Team Leader” for 2014. Created positive working atmosphere for direct reports and supported each team member to combine individual process knowledge and experience - enhancing team.

Greater Salt Lake City Area

• Coordinated world-wide project supporting customer service strategies for 8 European call centers. Provided in-depth analysis and ongoing reporting of customer complaints and incremental successes to operational leaders.
• Boosted customer service results by 770 basis points by developing and deploying 3-part training series in 5 languages. Implemented for both operational leaders and 450 frontline customer service employees in 6.
• Effectively communicated world-wide Customer Service Strategy to influence technology enhancements, training alignment, and adherence to policies and procedures throughout Europe. Communicated in Italian and French to.
• Doubled sales rate and brought in $6,200,000 in incremental annual revenue. Used motivational meetings, training modules, communication pieces, and empowerment lectures to help agents recognize triggers for timing.
• Created and deployed sales “Sales Mentality” strategy for 100’s of employees in the inbound call center. Doubled offer rate and increased conversion rate 5% (both highest of any AMEX office). Doubled number of “sales.
• Led teams of 12-15 frontline representatives by ensuring stability-of-vision for customer service excellence was maintained amidst “constant change” environment (achieved 100% of customer service expectations 3 years.

Park City, UT

• Planned and deployed programs for public sporting competitions (bobsledding, luge, skeleton, ski jumping, freestyle skiing) and corporate events with 1,000 to 2,000 guests at a time.
• Ran gift shop, two restaurants, reservations facility, tour guide program, logistical support for events, and concierge desk/front desk staff to answer questions and sell tickets for activities.
• Recruited, trained, and developed an operational support staff of more than 50 direct reports in cross-functional areas: concessions, retail, tours, and ticket sales.

Greater Salt Lake City Area

• Led teams of up to 86 direct reports, ensuring quality and customer service expectations were satisfied and exceededPromoted to Team Leader after seven years of exceptional in-person and telephone customer.
• Selected to participate in Delta's Leadership Development Program (2003)
• Selected to be a member of Delta’s Thank You Committee (2000)
• Selected to be an Operational Analyst at the Salt Lake City airport (1998)

Master Of Science - Ms, Organizational Leadership

B.A., Political Science

Activities and Societies: Golden Key National Honor Society

Education record