Scott E. Artley

acoywz@r.postjobfree.com

717-***-****

OBJECTIVE

Manager with over 15 years experience in Telemarketing/Customer Service Management. Managing between 20 and 250

Customer Service Reps. As well as 22 years leadership experience in the Military/Security related fields.

EXPERIENCE

2/2011 – Present Randstad Technologies Mechanicsburg, Pa

Director

• Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability

• Regularly review each engagement for contract adherence, service level attainment, reporting requirements, and

client satisfaction

• Develop senior level relationships with clients, championing business expansion and renewal

• Identify new business opportunities and work with Solution Development and the National Practice Director on

pricing and Statement of Work

• Regularly conduct formal Quality Review Meetings with clients, with a focus on accomplishments, KPIs, actions

plans, change management, and new opportunities

• Work with Service Delivery Managers:

o In the selection of onsite staff

o To resolve client issues:

Determine the nature of the issue and its impact to client satisfaction

Determine compliance to the details of the contract

Determine the action plan to resolve issues

Manage negotiations with the client on Statement of Work, engagement scope, and/or terms

modification

Obtain formal agreement on the action plan, and assign as necessary

• Effectively manage Service Delivery Managers:

o Provide training, guidance, and mentoring on industry best practices, as well as Technisource and client-

specific policies and procedures

o Provide input on performance reviews

o Develop, implement, and measure retention programs for SDMs and engagement staff

o Review actual revenue and costs with Service Delivery Managers and report variances, following

established procedures

• Ensure compliance with contractually established GP% targets

• Partner with Account Executives and Branch Management to:

o Profitably grow the business

o Keep apprised of customer changes and business needs

o Share operational successes and opportunities information

o Include in quarterly quality review meetings

o Serve as a TSS resource to the Branch team

5/2007 – 2/2011 Pa Air National Guard Middletown, Pa

Personnel Management Specialist

• Responsible for the Separations/Retirements programs

• Responsible for the Reenlistments/extensions programs

• Organize, maintain, and review personnel records.

• Enter and retrieve personnel information using computer terminals.

• Prepare organizational charts, write official correspondence, and prepare reports.

• Provide career guidance.

• Assist personnel and their families who have special needs.

• Provide information about personnel programs and procedures to service men and women.

8/2004 – 10/2006 Bath Saver Inc Lewisberry, Pa

Customer Service Manager

• Leading a team of 3 supervisors and 20 appointment setters.

• Responsible for generating 2 – 4 million dollars worth of business per month

• Salary administration.

• Create and maintain statistical reports to enhance our overall productivity.

• Conduct performance appraisals to ensure that the employee’s know their strengths,

• Providing performance feedback for improvement.

5/2004 – 8/2004 York Technical Institute York, Pa

Telemarketing Supervisor

• Leading a team of 6 - 18 Telemarketing/Appointment Setters and 1 Database Administrator.

• Salary administration.

• Create and maintain statistical reports to enhance our overall productivity.

• Conduct performance appraisals to ensure that the employee’s know their strengths, providing performance

feedback for improvement.

10/2001 – 5/2007 Pa Air National Guard Middletown, Pa

Security Forces Supervisor

• Supervised 10 Military Police and Contract security Guards.

• Provided Law Enforcement and Security for the Installation.

• Provided security for Classified Location during Enduring Freedom/Iraqi Freedom

6/1994 - 8/2001 EDS Camp Hill / Mechanicsburg, Pa

Customer Service / Call Center Manager

• Assist in the start up and manage the 2nd and 3rd shift of an AT&T Consumer TPV center which when fully staffed

will receive approximately 40,000 call per day.

• Leading a team of 10 Telemarketing/Customer Service Supervisors and over 250 Call Center Representatives

during the 2nd and 3rd shifts.

• Work with EDS agents and supervisors to complete career goals and show them ways to complete them. Since

becoming a manger I have helped existing supervisors to realize their goals of becoming managers, I have also

helped all 4 current Supervisors become Supervisors.

• Salary administration.

• Create and maintain statistical reports to enhance our overall productivity.

• Created Supervisor Scorecard to help track the AT&T Consumer Supervisors team goals that are dictated in the

contract.

• Managed the start up an Outbound Win back project for our customer. We were successful in winning back 25%

of the customers we contacted.

• Created contest to bring attendance up from 85% to 95% ensuring proper staffing to meet customer requirements.

• Implemented incentives that helped raise the employee's morale and productivity, at no cost to the company.

• Initiated a shift differential for 2nd shift FT employee's, this was used as an incentive to the current PT employee's

to go FT to help with the changes in the customers market

• Conduct performance appraisals to ensure that the employee's know their strengths, providing performance

feedback for improvement

Supervisor/ Back up Program Director (EDS)

• Responsible for First Shift Development. The Development team was responsible for developing up to 200 agents

on 4 different projects at our center. First Shift Agents' average quality scores rose over 4% during this time.

• Lead a team of up to 20 Telemarketing/Customer Service Representatives.

• Was involved with the start up of an outbound team that targeted Satellite TV customers to upgrade their services.

• Conducted performance appraisals to ensure that the employee's know their strengths, providing performance

feedback for improvement

• Worked with EDS agents and supervisors to complete career goals and show them ways to complete them.

• Made recommendations for hiring of Temporary Employees

• Assisted management in setting account goals.

• Provided performance feedback and help agents improve performance

• Trained new hire classes during absence of HR Training specialist.

• Monitoring CMS statistics for all programs to ensure that sufficient agents are available to meet requirements.

• Participated in the development of a 108 page Continuity Plan. This plan effectively illustrates precise procedures

for any emergencies, which may arise. It was designed to be user friendly, ensuring that anyone who uses the

book could accomplish the necessary tasks with efficiency and minimal down time.

• Attended weekly conference calls with the customer for day to day operational issues

• Disseminated information quickly and accurately from customer to call center personnel

• Understood the scope of the contract; interface with the customer over the phone and in person.

• Worked effectively with the Project Manager and other persons such as the HBO and Showtime representatives.

4/1982 - 12/1992 USAF

Active Duty USAF Security Police

• Military Prison Guard

• Custodian to the Prisoners Deposit Fund

• Guard Supervisor

• Armed Response Force Leader

• Alert Fire Team Leader

• Security Controller

• Armorer

• Vehicle Control

• Security Patrol Leader

• Security Trainer

• Entry Controller

Certification/Education Classes

• USAF Personnel Management Course (Human Resources)

• USAF Command NCO Academy

• EDS Growth for Leaders

• Criticism & Discipline Skills for Managers

• Microsoft CBT; MS Exchange Up and Running

• Microsoft CBT; Introduction to MS Exchange

• EDS Diversity Awareness Workshop

• EDS Interpersonal Skills

• EDS Project Management

• EDS Management Essentials

• Microsoft Access for Win95 Beginner/Intermediate

• EDS Foundations of Leadership

• Fred Pryor's Fundamentals of Supervision

• EDS Behavioral Interviewing

• EDS Quality Awareness

• USAF OJT Supervisors Course

• USAF OJT Familiarization Course

• USAF Supervisor Training

• USAF Noncommissioned Officer Preparatory Course

• USAF Security Specialist Course

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