Customer Service Quality Assurance

SCOTT INGOLDSBY

** ******* ******, *******, ** **923

Phone: 508-***-****

Email: ********@*****.***

QUALIFICATIONS

Highly skilled professional with over twelve years of people and process management experience, with a

proven track record of strong leadership and organizational skills.

My past managerial experience has instilled the confidence and ability required to successfully lead

personnel in goal-oriented environments, maintain systems integrity, streamline process flows, and

communicate effectively with vendors, customers, subordinates, and management to achieve and exceed

expected results.

PROFESSIONAL EXPERIENCE

Injured Workers Pharmacy

Methuen, MA

Call Center - Quality Assurance Analyst 2008-2009

• Performed quality assurance reviews of 12-15 call center personnel to track and evaluate employee

adherence to company policies and procedures.

• Created and maintained performance statistics and ratios to track call center employee performance, to

identify trends, and to establish uniform goals and objectives.

• Provided employees with regular training and performance feedback by conducting side-by-side

coaching sessions. Developed employee incentives, rewards, and improvement action plans.

• Evaluated systems and processes and identified areas of improvement.

• Increased efficiency by utilizing technology and by streamlining and revamping outdated workflows.

NiSource

Portsmouth, NH

Team Leader - Retail Services (3 month contract position) 2008

• Supervised 8-10 Sales Center Representatives.

• Monitored performance of team and provided ongoing training.

• Forecasted calls and scheduled staffing to ensure superior service level.

• Engaged internal IT, operations and marketing resources to ensure successful solutions for customers

• Using developed models and historical data, forecast daily call center volume and scheduled staffing

needs accordingly.

First American EappraiseIT

Danvers, MA

Supervisor 2007

• Resolved escalated issues with clients, employees and appraisers and offered alternative solutions to

complex issues.

• Forecasted calls and scheduled staffing to ensure superior service levels.

• Allocated resources for department to maximize output and meet goals on a daily and ongoing basis.

• Tracked daily and weekly production to assure orders were delivered on time.

• Directed trained and monitored team with the assistance of lead staff members.

Page 2

SCOTT INGOLDSBY

33 Liberty Street, Danvers, MA 01923

Phone: 508-***-****

Email: ********@*****.***

Massachusetts General Hospital

Medford, MA

Registration and Referral Center – Supervisor 2006-2007

• Primary responsibility was to recruit and train administrative staff. Conducted orientation and training

sessions for incoming support staff and refresher training sessions for existing support staff.

• Provided accessible leadership to subordinates by utilizing an open door policy. Emphasized employee

development and growth. Stressed the value of teamwork and collective accomplishments.

• Monitored and tracked team performance. Identified performance issues and initiated improvement plans

as needed.

• Worked with human resources and upper management to develop department policies and procedures.

• Second tier contact for customers when front line staff could not resolve customer needs due to unique or

escalated circumstances.

Oxford Health Plans

Trumbull, CT

Intake Imaging – Team Leader 2005-2006

• Hired and trained new staff members and conducted on-going coaching of existing staff.

• Coordinated daily assignments for personnel. Assigned tasks as needed taking into consideration work

flow, volume, objectives, and the team member’s individual strengths and weaknesses.

• Developed and conducted performance evaluations for approximately 15 direct reports.

• Ensured department goals were consistently met or exceeded. This included efficiency and quality

assurance targets.

• Implemented and adjusted department policies designed to increase superior team performance.

PetEdge

Topsfield, MA

Contact Center – Supervisor 2003-2005

• Supervised team of 20-25 inbound sales and customer service associates. Provided leadership, guidance,

encouragement, and reprimand as needed.

• Sought out conscientious applicants, interviewed candidates, and hired employees as needed.

• Developed creative motivational techniques and incentives to increase team up-sells and cross-sells.

Monitored revenue intake.

• Ascertained that the sales and customer service teams were hitting company established goals and

objectives.

• Conducted periodic team meetings to discuss achievements and to stimulate employee morale.

2

Page 3

SCOTT INGOLDSBY

33 Liberty Street, Danvers, MA 01923

Phone: 508-***-****

Email: ********@*****.***

Rainin Instrument LLC

Woburn, MA

Phone Order Service Representative 2001-2003

• Accountable for mining quantitative data and providing daily reports to Senior Management.

• Ensured equitable staffing for incoming call volume and order processing.

• Monitored order pipeline to guarantee same-day shipping goals were met.

Putnam Investments

Andover, MA 1997-2001

Agility Representative 1997-2000

Operations Supervisor 2000-2001

Agility Representative Role

• Responded to customer inquiries regarding financial products and investment tools.

• Made outbound calls to clients to confirm order accuracy prior to the processing of financial transaction

requests.

• Applied extensive problem solving skills and critical thinking to resolve issues in a fast paced and highly

competitive environment. Often employed outside-the-box resolution.

Operations Supervisor Role

• Supervised a team of 20-25 client service specialists. Scrutinized employee techniques and productivity

to certify that corporate standards were being maintained department wide.

• Monitored, coached, and trained direct reports according to corporate policy and procedure.

• Active member of the management team. Held accountable for meeting daily department goals.

Education

Salem State College – Salem, MA

Bachelor of Science Degree, Criminal Justice (1992)

Cum Laude Graduate

Computer Skills

• Advanced skill level with Microsoft Excel, Outlook and Word applications

• Moderate skill level with Microsoft Access and Power Point applications

• Moderate Skill Level with Oracle entry system

• Moderate Skill Level using Avaya and Mercon call center reporting systems

Contact this candidate