Customer Service Delivery

ALICE SCOTT

********.***@*****.*** cell: 925-***-****

PROFILE

Dynamic Director-level Sales and Management professional with extensive experience driving diverse local, regional and national markets, with the proven ability to effectively marshal business systems, service infrastructure and human capital

CORE COMPETENCIES

DECISION PROCESS Proven record of acting decisively, both individually and in collaboration with various stakeholders, to respond to changing business dynamics, unforeseen crises and new technologies – with choices consistently vindicated by outstanding performance metrics

SYSTEMS DESIGN Results-driven strategic planner, with demonstrated expertise creating and implementing systems to support key drivers, in particular defining and optimizing workflows to efficiently manage daily tasks while meeting critical long-term objectives

SERVICE DELIVERY Empathetic management and customer service approach, delivering quality decisions and positive outcomes by focusing on driving successful behaviors which in turn produce desired metrics; confident and poised in interactions at all levels

SKILLS TRAINING Strong motivational interviewing skills focused on empowering individuals and teams to transform strengths to excellence, resulting in a track record built upon coaching and developing staff to support the mission and vision of the organization

CAREER SUMMARY

Promoted rapidly within Jenny Craig, Inc. from a Spokesperson and Motivational Speaker to Regional Market Director, accepting assignments to a series of increasingly critical markets, as well as a one-year assignment as Divisional Trainer

Created training directives for the Organization that impacted year-over-year growth with new customers

Contributed to low turnover and enhanced employee loyalty despite repeated organizational restructuring

Organized and participated in creating local marketing efforts to impact horizontal growth

Successfully led the Organization in fiscal performance at all levels across a 28-year career

EXPERIENCE

JENNY CRAIG, INC.

[1995 – 2023]

Regional Market Director East Bay, CA 2005 – 2023

Provided strategic direction for up to 14 Northern California Centers with a keen focus on quality decision-making to guide the region through years of growth, pandemic closings and reopening, and the orderly closure of the business

Developed and implemented mission-critical systems to respond effectively to dynamic changes in the market, and implemented new technologies including Salesforce, Sonic 360-degree, and a new POS system

Enhanced service delivery at every level of the customer experience by focusing on the success of clients; devised an innovative analytical methodology to identify gaps in service which is now used company-wide

Aggressively drove development of staff skills, identifying gaps in staff training then conducting hands on training, drilling in monthly meetings, one-on-one coaching, and training trainers to ensure continuity

Support other Regional Market Directors and mentor professional growth at all levels; played a key role in developing Center Directors to Area Market Directorships and to Regional Market Director level

Key Accomplishments:

Responded effectively to the upending of our in-person business model during the pandemic, implementing remote classes, customer service and hiring processes; achieved a 20% increase year-over-year in 2022

Consistently achieved exceptional customer satisfaction results, including a top box score of 95% in a recent customer service survey and managing customer complaints to less than 5% of active base

Delivered outstanding financial performance year after year, consistently ranking #1 in the Western Division and among the top 10 company-wide, with contributions of up to 30% profit to the bottom line

Won numerous recognitions and awards, such as Divisional Leadership Award, Certificates of Excellence for Top Operations and Unique New Sales Conversions and quarterly sales awards

ALICE SCOTT Resume, Page 2

EXPERIENCE [cont’d]

JENNY CRAIG, INC.

[Continued]

Regional Market Director Sacramento, CA 2004 – 2005

Assigned to this market comprising 14 Centers following a company restructuring, tasked with working collaboratively with former Director, Center management and staff to minimize disruption during transition

Sacramento Market Ranked 1st in the Organization’s Top Operations Award

Divisional Trainer Northwest Region 2003 – 2004

Trained staff at all levels in basic sales and customer service skills, and mentored career development for promising leaders in California, Oregon, Washington, Nevada, Utah, Arizona, Colorado and Hawaii

Created Local Marketing Process to support with the Organization’s Horizontal Growth

Regional Market Director Los Angeles, CA 2001 – 2003

Promoted to this major market of 13 Centers, and provided leadership focused on increasing front end conversions (by 25%) through training on generating leads, call handling, presentation and follow up

Ranked 2nd in the Organization’s year over year fiscal performance in 2003 and 5th in 2002

Regional Market Director Denver, CO 2000 – 2001

Promoted to this 7 Center region, and devised a “Care Call” for client retention, now used company wide

Ranked 6th in the Organization’s fiscal performance in 2001 and 9th in 2000

Regional Market Director Salt Lake City, UT 1997 – 2000

Assigned to first Region, with 6 Centers, and developed an eight-step call flow to enhance repeat business

Ranked 1st in Division for both customer retention and sales deposit % in 1999

Motivational Speaker 1995 – 1997

Represented Jenny Craig in television commercials, at public events, and at in house motivational forums

Created infomercial as a client testimonial – 1996

EDUCATION

University California at Los Angeles

BS, Mathematics Applied Science 1993

Intermediated Degree in Economics

PROFESSIONAL TRAINING

Insurance Broker California Dept of Insurance 2015

Licensed Life/Health Agent State of California 2013

Certified in Cognitive Behavioral Change Cooper Institute 2005

Certified in Behavioral Interviewing Jenny Craig 1997

Certified Master Trainer Achieve Global 1996

SKILLS

§ MS Word § Excel § PowerPoint § Zoom § Type 45 wpm

§ ADP § Business Objects § SMG § Sonic 360-Degree

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