Scot A. Carson

***** *. **** **** ****: 720-***-****

abnqog@r.postjobfree.com

Arvada, CO 80002 Home: 303-***-****

Detail Oriented Operations Manager with 7+ years experience in contact center operations. Exceptional

history implementing standardized, steam-lined operational procedures, programs and training to improve

individual, team and organizational efficiency, empowerment and accountability. More than 4 years of direct

responsibility in all areas of call center operations and management. Broad background of data collection,

formatting, root cause analysis, summary, recommendation and implementation of actionable changes.

Client-Focused Energetic Leader utilizing excellent communication and motivational skills to develop high

performing teams. Highly successful record of client relationship management and support developing new and

existing business. Broad experience in program and project management with demonstrated outstanding creative

problem solving, prioritization and time management skills working with internal and external groups.

Areas of Expertise

Call/Contact Center Management Account Mgmt / Client Services Customer Service Leadership

Helpdesk Operations/Procedures Program Delivery / Project Mgmt Teambuilding & Training

Tech Support / Troubleshooting CRM / Contact Mgmt Systems Performance Coaching

Staffing,Scheduling & Forecasting Performance Metric Analysis Employee Recognition

Call Routing, CTI, ACD & IVR Data Collection & Formatting Quality Assurance Programs

Workforce Management Apps Root Cause Analysis & Summary Procedure Documentation

Professional Experience

AMUSEMENT ADVANTAGE, INC. Arvada, CO 12/03 to Present

General Manager

Direct all daily operations of market-research company including scheduling, workflow, and performance of 75-300

contract researchers monthly. Manage performance of 1-3 remote project managers and operations manager to

meet goals. Responsible for program management of 100-400 projects monthly including contractor instructions,

training and documentation. Create research and data gathering criteria, establish protocols and ensure accurate

reporting. Handle account management, sales and marketing, including RFP’s and proposals. Coordinate with

remote developer on creation and ongoing change management of proprietary web based project management and

data collection system and database. Administer company website and internal contractor database of over 20,000

contractors. Monitor and maintain technology and systems. Oversee accounting and human resources functions.

Selected Contributions:

Successfully completed over 3,000 evaluations, utilizing over 2,000 contractors in 2008.

Established remote project manager access, guidelines and procedures to allow expansion.

Implemented contractor auto-scheduling function and reduced scheduling hours by 25%.

Created digital image upload system reducing fax costs and processing time by 90%.

Transitioned a third of clients to e-tickets eliminated mailing costs and reducing labor by 40%.

NEXTEL, INC. Lonetree, CO 7/03 to 12/03

Manager Credit Acquisitions Call Center

Managed all daily operations of 75-seat call center (150 FTE’s). Oversaw change control process of business

critical CRM database. Coordinated support of credit department from separate workforce management, training,

quality assurance, facilities and information technology departments. Interfaced with vendors to ensure quality

goals and contract obligations met. Developed 5-7 supervisors and 3-5 lead agents in coaching and development

of agents using performance metrics. Partnered with credit policy manager and business credit analysts to ensure

credit policy compliance. Worked with market /store managers regarding escalated account and customer issues.

Selected Contributions:

Directed complete overhaul of training curriculum that resulted in a reduced new hire ramp up period.

Implemented Supervisor On Duty Program and increased service level accountability, raising level by 4%.

Increased quality monitoring program to double the number of reviews completed monthly.

Instituted agent adherence monitoring program, increasing productivity by 8% in 2 months.

Coordinated department increase from 50-75 seats and 100 – 150 FTE’s.

LIGHTBRIDGE, INC. Broomfield, CO 2/00 to 7/03

Call Center Assistant Manager

Managed daily operations of a 175-seat call center (150 - 450 Total FTE’s). Planned, evaluated and directed

workflow to meet call volume (9,000 average calls per day) and ensure proper staffing to handle any crisis or

contingency needs. Coordinated client initiatives and technology implementations in conjunction with internal and

external product, sales and operations teams. Managed performance and development of 12-22 member

supervisory staff as they supported their teams of 10-35 agents. Assisted with hiring, performance coaching,

appraisals, promotion and termination of employees. Interfaced with corporate management and other call center

management to analyze enterprise performance and develop strategies. Coordinated with Telecom and IT staff to

monitor all systems and applications. Directed operations across entire enterprise as weekend Manager on Duty.

Selected Contributions:

Implemented team environment fostering employee interaction and supervisory empowerment. Recognized by

consultants as best practice, which led to redefined leadership structure throughout organization.

Organized and streamlined help-desk operations and setup standard operating procedures, which became

enterprise benchmark. Setup system outage, emergency evacuation and other crisis management plans.

Managed implementation of new skill based call routing and reporting system (Genesis Enterprise Routing).

Trained supervisory staff on real-time monitoring and historical reporting with system.

Spear headed implementation of flexible scheduling and workforce management procedures and department

and directed implementation of Blue Pumpkin Enterprise Director WFM software.

Increased awareness of Key Performance Indicators by creating Team report for 3 centers utilizing custom ACD

reporting (team ratio, calls per CSR, Handling/Hold Time, Shrinkage, Utilization, Productivity and Attrition).

Assisted with the reorganization and ramp up of 275-seat center in Lynn, MA. Directed the supervisor, lead

and helpdesk training program and assumed interim call center manager responsibilities for 2 week period.

Transitioned to paperless environment via department Intranet, enabling consistent and timely dissemination

of information to representatives and reduced off-phone training time by 10%.

Implemented custom database applications to increase efficiency of schedule change and time off request

submissions, reporting and data compiling. This resulted in a reduction in processing time by 35%.

Managed staffing and resources for 10 day project that yielded 56% margin and over $120,000 in revenue.

RANDSTAD (On-site at Lightbridge) Broomfield, CO 7/99 to 2/00

Call Center Supervisor

Managed all call center operations, during six-month search for manager (150 employees). Supervised 6-8

member team lead staff in performance coaching of agents. Analyzed historical data and created schedules to

ensure proper staffing levels. Handled escalated employee coaching and corrective action issues and terminations.

Selected Contributions:

Created attendance tracking, performance coaching, quality and productivity development programs.

Assisted with relocation and expansion of operations from 28 seats to 150 seats.

Implemented new credit analyst queue, cross training 25 agents and 2 supervisors in 2 weeks.

Managed implementation, including setup and training of new call recording / quality software (e-talk).

STRATEGIX (On-site at Lightbridge) Broomfield, CO 10/98 to 7/99

Team Lead / Shift Supervisor

Supervised shifts of 15-45 customer service representatives. Handled escalation calls, agent coaching and

provided assistance on the phones during high volume call periods. Conducted 2-3 quality assurance evaluations

and performance coaching’s for agents monthly. Compiled monthly quality and corrective action summary report.

INET LOGISTICS / RAM TRANS Wheat Ridge, CO 10/95 to 6/98

Operations Assistant / Carrier Sales Representative

Handled in-bound calls and customer service responsibilities for carriers and clients. Dispatched drivers and

coordinated delivery and pickup locations. Tracked location and status of shipments and updated tracking

software. Contacted prospective clients and prepared quotations. Managed department in absence of manager.

Education

UNIVERSITY OF NORTHERN COLORADO Greeley, CO

Bachelor of Arts: Journalism / Mass Communications - Minor: Psychology

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