Scott Fessler Email and Phone Number
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As a dynamic leader in global Customer Experience (CX) strategy and business process outsourcing, I specialize in driving operational excellence and delivering impactful solutions across Healthcare, Technology, Retail, Education, and Financial Services industries. Currently, I lead TTEC’s Agility portfolio, where I oversee a diverse group of clients, helping them optimize their CX operations and achieve business growth. My responsibilities include full P&L ownership, portfolio expansion, and managing a distributed team of senior leaders, all while crafting and executing marketing and branding strategies that resonate with our clients' business goals.With a proven track record of successfully managing relationships with over 80 clients and leading a team of more than 2,000 colleagues across multiple geographies, I focus on providing strategic leadership and mentoring to ensure operational and financial success. A key part of my role is identifying revenue trends, forecasting, and analyzing performance data to help steer business strategies and drive margin improvement.I’m deeply committed to fostering a culture of collaboration and continuous improvement within my teams. This includes leading initiatives that enhance colleague and client experiences, whether through implementing new technologies, optimizing workforce management practices, or spearheading employee development programs. By aligning global delivery teams with client needs and expectations, I ensure that every aspect of the CX journey—across service, quality assurance, and performance—is delivered with precision and excellence.Through my leadership, I've delivered significant revenue growth, including a $120M P&L, and led strategic projects that positively impacted both the bottom line and long-term client relationships. I take pride in empowering teams to think strategically, execute effectively, and continually raise the bar on performance, driving both customer and colleague satisfaction.
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Fractional Cx And Operations Consultant And AdvisorScott Fessler ConsultingUnited States
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Vice President, Agility Portfolio LeaderTtec Apr 2024 - PresentGreenwood Village, Colorado, UsA leader in global CX strategy and business process outsourcing solutions, I lead TTEC's Agility portfolio of clients across Healthcare, Tech, Retail, Education, and Financial Institution industries while providing business and strategic leadership. Primary responsibilities include P&L ownership, portfolio growth, managing a team of distributed leaders, and portfolio marketing/branding strategy while partnering with global delivery teams to support our clients CX brand.Key Accomplishment - Led the transformation of our delivery operating model while completely overhauling our go-to-market strategy from seed stage / early stage / growth stage to mid-market clients.
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Vice President, Operations Delivery (Agility)Ttec Oct 2023 - Apr 2024Greenwood Village, Colorado, UsI provided leadership in coaching, mentoring, and developing Operations Directors and Program Managers producing optimal colleague and client experiences. Key areas of focus were to monitor and manage portfolio revenue, supplying insightful guidance on forecasting and identifying trends impacting revenue and margin across geographically dispersed locations. I led teams that managed relationships with 80+ clients and multiple vendor partners with a team of over 2,000 colleagues. Additionally, I led a team to formulate and implement strategies for enterprise-wide Learning & Development and Workforce Management initiatives, enhancing organizational capabilities and fostering a culture of continuous improvement to position the company for sustained success.Key Accomplishment - Led the expansion and launch of our operating model and leadership expertise to five additional countries within TTEC's APAC and LATAM geographies.
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Vice President, OperationsFcr Dec 2019 - Oct 2023Greenwood Village, Co, UsI led and executed strategic initiatives that generated annual revenue of $120M P&L. In this role, it was critical to foster strategic partnerships with 80+ clients, tailoring services to their specific needs and driving organic revenue growth. The role required me to skillfully support multiple cross-functional teams to meet the evolving demands of clients, ensuring satisfaction and sustained business growth. Key Accomplishment - Transformed from a brick-and-mortar operations to a fully remote, geographically dispersed workforce without impacting client KPI’s or NPS scores. -
Sr. Director Of OperationsFcr Oct 2018 - Dec 2019Greenwood Village, Co, UsI provided strategic vision for the growth of seven contact centers in Oregon and Montana while demonstrating a persistent commitment to understanding and resolving real-time issues to drive operational excellence. A key responsibility was to lead the search for Site Director candidates, leading the entire process from interviewing to offering specifics and owning the on-boarding experience.Key Accomplishment – Led the expansion of our operating practices and organizational rigor to more than 300 colleagues in both FCR’s Great Falls and Butte, Montana locations.
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Site DirectorFcr Mar 2018 - Oct 2018Greenwood Village, Co, UsI provided leadership to 7 Program Managers and 325+ colleagues supporting our diverse client base, high-profile companies in fast-moving, emerging technologies, with tailored solutions including email, phone, SMS, and chat support. In this role, I delivered site-wide direction and support in recruiting, employee relations, and maintaining positive client relationships including vendor contracts and financial analysis.Key Accomplishment – FCR was recognized as a key business operating in Grants Pass as a great place to work.
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Vice President, Customer CareNorth American Bancard Jul 2013 - Mar 2018Troy, Mi, UsI provided leadership and oversight for two customer care contact centers in Troy, MI and Woodland Hills, CA with four Director level direct reports and 700+ employees. I led all facets of customer engagement/satisfaction including service, quality assurance, workforce management, performance management, and process improvement. Implemented workforce management software and disciplined practices, contact center dashboard reporting, and the business transformation office which ensured all NAB corporate initiatives were aligned with our customer experience. Under my leadership, we implemented Qualtrics, an enterprise-wide customer experience survey solution which increased customer satisfaction by more than 25%. I identified and led the implementation of Interactions Decisions, a long-range forecasting and planning solution which increased agent efficiencies by more than 40%. Our team led numerous engagement activities including creating a brand, mission, and vision for customer care that aligned with NAB’s corporate mission. I had strategic oversight of facility operations including vendor contracts, site expansion and remodel initiatives for a 100,000+ square foot office complex. I remained an active member of NAB’s Senior Leadership Team and Vistage Michigan.Key Accomplishment - Leveraged my expertise in Workforce Management and Quality that allowed us to partner with highly regarded industry leading companies to implement solutions that improved operational efficiency and our customer NPS scores. -
Director, Workforce ManagementFirst Data Corporation Feb 2002 - Apr 2013Brookfield, Wisc., UsI led the resource planning team that developed the budgets of annual call volume for twelve global contact center locations exceeding 26M calls and $120M annual labor expense. I implemented a Workforce Management Command Center to lead global operations for a variety of alliance bank partners. This entailed managing network voice traffic across multiple telephony partners to ensure SLA attainment, hiring and training team members, and developing standardized processes. I have proven effectiveness in leading high-performing teams to continually identify opportunities for process improvement while executing successfully on key business objectives. I have experience in planning for all back office and contact center functions required to support a merchant acquiring/electronic payment processing company. I was directly accountable for defining and meeting contractual service level requirements while achieving or exceeding defined budget goals for multiple onshore/offshore locations.Key Accomplishment - I was selected to join the leadership synergy team to develop resource planning and command center execution strategies to move from 21 captive centers around the globe to 5 (3 captive and 2 outsourced relationships during a critical acquisition).
Scott Fessler Skills
Scott Fessler Education Details
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American Public UniversitySociology / Psychology
Frequently Asked Questions about Scott Fessler
What company does Scott Fessler work for?
Scott Fessler works for Scott Fessler Consulting
What is Scott Fessler's role at the current company?
Scott Fessler's current role is Fractional CX and Operations Consultant and Advisor.
What is Scott Fessler's email address?
Scott Fessler's email address is sc****@****ata.com
What is Scott Fessler's direct phone number?
Scott Fessler's direct phone number is +124826*****
What schools did Scott Fessler attend?
Scott Fessler attended American Public University.
What skills is Scott Fessler known for?
Scott Fessler has skills like Workforce Management, Process Improvement, Leadership, Credit Cards, Strategic Planning, Outsourcing, Project Management, Vendor Management, Team Building, Change Management, Business Process Improvement, Team Leadership.
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