Sales Customer Service

SCOTT MILLER

972-***-**** Dallas, TX ***** **************@*****.***

Director – Call Center

Senior Management Professional with an MBA and 15+ years’ experience running single to multiple location (1,500 + Reps) call centers in the US and globally. Experienced with direct, virtual, and outsourced call centers specializing in Sales and Customer Service. Knowledgeable in legal compliance, technology, software, KPIs, efficiencies, workforce management, strategic and market analysis to meet customer satisfaction and corporate objectives.

I

CORE COMPETENCIES

Call Center Operations

New Client Implementation

Key Account Management

Equipment & Technology

Cost/Operations Optimization

Process Improvement/Metrics

Matrix Management

P & L Budgets

Strategic Planning

Compliance & Regulations

Personnel Training & Hiring

Best Practices

KEY ACCOMPLISHMENTS

Increased revenue $762,650 annually by training CSRs on how to reduce cancelled test results from 2.6% to 1.01% of all samples received per month (2,561 down to 1083) from incomplete paperwork or improperly collected drug test samples.

Created a book of Sales, Customer Service and Operations based Standard Operating Procedures (SOPs) to create standardization, efficiencies, and specific processes that reduced errors, miscommunication with clients, improved turnaround times, saved costs, and found process errors so that they could be corrected, refined or re-engineered.

PROFESSIONAL EXPERIENCE

PSYCHEMEDICS – Dallas, TX 2011 –2015

Leading Hair Drug Testing Laboratory in US for pre-employment and random drug testing for SMB, F500, education and government employees in US and 40 International countries.

Vice President of Inside Sales, Client Services & Operations 2014 –2015

Oversaw Dallas Sales & Collection Network Group Call Center and Los Angeles Client Services Call Centers and, Fulfillment Center

Hired, trained 3 CSRs to improve processes, training and collection processes for a nationwide collection network of 6,000+ independent TPAs, resellers, urgent care/hospitals and drug testing sites. Lead to faster payments, improved collections: fewer errors, fewer cancelled tests, improved SLAs, faster turnaround and happier clients.

Saved 156,000+ /year in printing and other fees by consolidating 5 separate lab forms into one “Universal” form. Resulted in less lab errors, fewer collector errors, and improved turnaround time from collection to results reporting.

Developed unique program (Not a regular offering of Psychemedics), to do a combined urine analysis drug testing, breath alcohol and blood drug/alcohol testing on a 24/7/365 basis for all MGM properties in Las Vegas, NV. Improved turnaround time from 2+ weeks with their prior provider to 2.3 days overall with Psychemedics.

Vice President of Inside Sales & Client Services 2012 –2013

Improved CSAT scores, created happier clients and saved potential lost business by implementing a “Special Handling” program for hi-profile, large new or at-risk accounts.

Improved ASA by creating online supply ordering process to speed up delivery of orders, reduce mistakes in items ordered and provide e-mail response to client of items ordered.

Director of Inside Sales 2011

Grew inside sales from 1 rep to 5 reps and increased new revenue from $73,000 to $758,200 first full year.

Reduced cancelled accounts from 19.3% down to 4.7% by creating a Client Retention program working with both Client Services and Sales.

Developed and taught a comprehensive Sales Training Program resulting in shorter time to first sale, fewer errors on orders, improved marketing and prospecting leads. Trained 17 people for the Dallas, Texas Office.

TELEZONE – Call Center Management Group – Los Angeles, CA 2009

Company specializes in Business Process Outsourcing (BPO) and ran nine national and global call centers (Philippines, Mexico, Columbia, and USA) to handle media buying, sales, order-fulfillment, and customer care for companies selling products through radio & television infomercials.

Director – Sales & Business Relations– developed new business, negotiated contracts, set up IT/operational procedures, created and conducted Sales/Customer Care training of 1,200+ agents in 9 call centers.

Generated $400,000+ in additional monthly revenue by implementing 3rd party sales opportunities along with web chat assistance.

Saved $10,000 - $35,000 per month by enforcing Quality Assurance and governmental regulatory and compliance guidelines of the FTC, FDIC, Federal Reserve, and GLB Act by preventing false complaints.

Reduced the cost of sale per item by 38% by introducing an IVR Order Entry system for re-orders.

One of 5-person development team that in 5 months converted Telezone from a brick & mortar call center to a new nationwide virtual (in home) call center business, Sell At Home, LLC.

NATIONWIDE INSURANCE (Veterinary Pet Insurance) - Brea, CA 2004 - 2007

Largest Pet Health Insurance Provider - Part of Nationwide Insurance

Director of Sales – Call Center and Field Sales (Major Accounts)

Increased company revenues $47MM by re-structuring call center sales/customer care organization, implemented inter-departmental coordination of web sales, underwriting and claims procedures and created new corporate account team with 10 field reps.

Saved $10,000 per month in operational costs by adjusting underperforming call center staffing structure, adjusting work schedules through installation of workforce management software and modifying IVR and call routing (ACD) telecom software. This also reduced abandon rate of lost calls from 21% to 7%. Expanded and built new Hi-Tech Call Center.

In the first 90 days, increased average new Sales Agent Revenue by $12,000, decreased order entry mistakes by 20% by developing comprehensive sales training, improved insurance underwriting program and compliance program.

Gateway Computers, Lake Forest, CA 2000-2001

Sr. Manager, Service Sales & Support - Managed 16 direct reports and 52 2nd level managers that led 1,500+ Sales Reps in 3 Call Centers (250/300/400 reps) 285 retail stores and 400 field reps to Increase services revenue 235% from $85MM to $224MM in 2001

EDUCATION & TRAINING

M.B.A. – Organizational & Strategic Management - Chadwick University (4.0 GPA with Honors)

B.A. - Business Administration (Finance, Marketing & Economics Minor) - Washington State University

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