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Scott Sickler

Driven to increase value to your operation.

Profile

Committed, results-driven, cross-functional leader and strategic consultant specializing in operational efficiency, and process optimization that drives transformative improvements and lasting value for software, energy efficiency, e-commerce, POS, accounting & IT services companies. Equipped with analysis, creative problem solving, as well as team and individual development skills with an eye towards quality, as follows:

Business Process Management - Solid background in assessing, planning, and executing operational plans. Excellent hands-on manager who has developed strategies and made tough decisions in the areas of production management, customer service, implementation & education.

Team Management - Decisive team leader, remote and on site with extensive experience recruiting, hiring, coaching, creating effective training programs, and mentoring team members.

Education Management – Led the creation of eLearning training and process documentation to improve adoption and service delivery consistency.

Tools Management – Salesforce CRM, MS Office 365, monday.com, HubSpot, MS Teams, Zoom, RingCentral, Google Suite, Slack, Wootric Client Satisfaction Survey / NPS, 15Five, Zenefits, Paylocity HCM, Bamboo, Panda Docs, TaskRay, Asana, DocuSign, SharePoint, Atlassian Jira & Confluence, Clientele by Epicor, Boomi, NetSuite, SAP Litmus

Achievements

Reduced time to renew 11% (95 to 75 days) Biscom, Westford, MA, 2023

Spead up revenue recognition by 30% Plumb, La Jolla, CA, 2022

Increased CSAT from 80% to 97% Evosus, Vancouver, WA, 2021

Reduced response time by 27% JouleSmart, Portland, OR 2019

Improved time to launch by 26% Green Bits, Portland, OR, 2017

Increased closed won by 20% Monsoon Inc., Portland, OR, 2015

Experience

Consulting & Project Manager Zen Dog Solutions (ZDS) Oct ‘17 - Sep ‘23

Customer Operations Manager Biscom Inc. Jan '23 – Oct ‘23

Implementation Manager Plumb Inc. Aug '22 - Oct '22

Director, Client Services LOU by Evosus Aug ‘20 - Dec ‘21

Director, Client Services JouleSmart Inc. Oct ‘18 – Jul ‘20

Customer Implementation Manager Green Bits Inc. Oct ‘17 – Sep ‘18

VP Client Services Monsoon Inc. Apr ‘06 – Mar ‘17

Built and lead teams through dramatic growth of this startup eCommerce software company from 20 to 175 employees, mergers, growth from 100 to 2500 customers. Through customer input helped manage our inventory and pricing management solution from on prem to SaaS while maintaining high levels of retention and client satisfaction.

Education, Publications & Certifications

MBA, Marylhurst University

Bachelor of Science, Political Science, University of Oregon

Associates, Computer Science & Economics, Southern Oregon University

Author of "Customer Service Done Right”, Kendal eBook

Salesforce Administrator Certification (expired) and Trailhead rank of Expeditioner

Project Management Professional (PMP), Project Management Institute (PMI) (expired)