Scott James Keathley

** **********, ***** ***** ** 92656

Email Address: adwob9@r.postjobfree.com

Phone 949-***-****

About:

A proven and insightful leader that thrives in the fast-paced world of Customer Service and Operational Management in B2C and B2B channels. With over 15 years in operations, digital support, Robotic Process Automation, E-commerce, Support Site Design, Website layout design, CRM architecture and strategy, Technical Support and Customer Service I’m always looking to improve processes and procedures for a better customer experience. Tactical and strategic mindset, that is extremely motivated to help a company grow to the next level through its customer support. Business professional that is a team player and is used to interacting with VP’s, executives, and broad members to share ideas on growth and the vision for the future. Being a strong advocate for the customer and the customer experience to ensure that customers receive support beyond what they expected.

Work Experience:

9-2022 – 2-2023 Archipelago Companies – Director of Customer Service

Created structure within the internal and external customer service teams to by adding in measurable Key Performance Indicators

Improved Net Promotor Score and Customer Satisfaction Scores by 15%, and implemented detractor analysis trackers and customer outreach initiatives

Managed the external customer service team (BPO) and the contract negotiations to ensure they delivered best in class customer service

Redesigned the phone system by adding Interactive Voice Response (IVR) options for a better customer experience and for better traffic tracking/control

Created the departments historical data on volume from chat, email, and phone along with volume forecasting

Headed the Ecommerce fraud prevention team and created policies and procedures to screen orders and protect the brands

System implementation project to ensure we had the best phone and Customer Management System tools available and working towards adding a Self-Help site for a better customer experience

Introduced layered case/ticket tagging to provide more measurable and insightful data on why customers were contacting each brand

Weekly meetings with each brand owner/founder to review contact drivers and negative/passive survey feedback to strategize on how to improve each brand

Through data analysis and survey analysis presented fourth quarter business review showing the areas of improvement from a statical point of view

Introduced a customer journey map, showing the areas of improvement that needed to be focused on per brand

Implemented a new training approach and Quality Assurance procedures for the betterment of the agents and customer service for all the brands

Introduced the Above & Beyond ideology, to WOW customers and provide customers with a braggable moment

9-2021- 9-2022 – JustFoodForDogs – Director of Customer Service

Revamped the customer service department’s culture and organizational structure to bring a concierge approach to supporting customers

Onboarded and directed over a vendor/BPO call center that handles over 65% of the overall volume, reducing response times and resolution SLA’s

Implemented a Live Chat channel and chatbot (still in the crawl phase), to provide customers with instant satisfaction and resolutions

Redesigned the phone routing policies for the Customer Service department and all retail locations leveraging my experience with call center telephony and VoIP systems

Adding case/ticket fields to allow for better and deeper reporting and insight that is provided to various teams throughout the company to drive improvement

Created an agent quality review process, form, and tracker to ensure that we’re providing customers with the best support possible, and to keep our employees improving and evolving

Spearheaded creating internal product quality assurance process and reporting

Provided direction and insight on how to fight chargebacks, reduce chargebacks by updating fraud rules, and creating reporting for tracking

Started a Secret Shopper form for the retail locations and piloted the process to provide an unbiased assessment of what our retail locations are doing good at, and what areas of opportunity they have

Hired remote employees throughout the country to fortify the customer service team that works from HQ, and driving Nutrition Consultation contacts up

Work closely with the Veterinarians to support their clients and created reporting and tracking within the CRM, new queues, page layouts, and statuses

Daily meetings with the executive team going over metrics, customer feedback and insight, and strategies discussions

Bringing fun competition to the department to motivate employees, creating goals and scorecards and having daily, weekly, and monthly contests and winners

Manage the support of JFFD’s Marketplace channels (Amazon, Chewy, Petco)

4-2018 – 9-2021 - Razer Inc. – Senior Manager of Global Support

Globally managed multiple vendor/BPO call centers, in multiple countries to ensure that the voice of Razer is heard and upheld by each location via Technical Support and Order Support/Customer Service

Responsible for the Executive Support team that provides around the clock support for all escalations, BBB claims, and Attorney General complaints

Responsible for settling 2 lawsuits, and being asked by the Legal department to go to court on Razer’s behalf

Vendor management and contract negotiations to ensure the goals of the company are being met

Assisted with driving Razer’s support teams to winning 2020 Laptop Tech Showdown award, beating Apple

Manage the support of Razer’s Marketplace channels (Amazon, CatchAu, eBay, Target, Wal-Mart)

Project Manager for new vendor implementations, and for launching new support lines/teams

Standardized the KPI’s and reporting to provide insight on different call center trends and customer trends, including NPS and driving the teams to hit their goals

Works closely with other business units to provide customer insight related to their products

Provide operational direction and guidance to ensure processes and procedures run smoothly

Implementing a pre-sales team that generated revenue for the department and company and gave customers more support and product insight

Hiring of project managers, supervisors, site directors, training managers, operation managers, and agents

Re-created the Quality Assurance training and Quality Assurance assessment form

6/10-4/18 – Tilly’s- Customer Service and E-Commerce Manager

Managed all In-Store, E-Commerce, Marketplaces, Site Reviews, and Social Media support via internal call center and via vendor/BPO call centers along with managing the website’s layout and performance + the APP’s performance and layout

Developed and set KPI’s and the reporting needed to track the KPIs

Oracle Service cloud Administrator - designed the CSTAT and NPS surveys, auto reply emails, and the support site with an emphasis on providing customers with self-help options

Provided structured processes and procedures, training manuals, and training throughout the year

Created staffing plans to ensure we are staffed properly during our peak times of year all while staying within our budget and with HR for recruiting and screening

Work with the warehouse to ensure orders are processed effectively and efficiently and to keep the website updated

Introduced fraud management tools for PayPal, Amazon, and online orders through payment gateways to reduce chargebacks

Project Manager of the launching of 2 Customer Relationship Management (CRM) systems, including a full Omni channel integration that included the in-store POS, Order Management System, Payment gateways, marketplaces and the CRM together

Assisted with the launch of the new customer loyalty program, with the goal of rewarding our repeating customer, and the revision of the sites policies (out of stock, fraud, gift card, returns, exchanges, shipping options, and promotions)

Ran a vendor/BPO team of web-designers and programmers

Set up photo shoots, signed off on the images that were used on the website or in catalogs

Assisted in the design of the website layout

Education: -- BS in Business Management- Brandman University 2017

Specialties:

Omni Channel Support (Phone, Email, Chat, Video Chat, Social Media, Reddit)

Call Center Operations - Budget, Workforce Management, Staffing, Analytics, KPIs

Leadership and Employee Development

Voice of the Customer (VOC), Customer Experience, Customer Journey mapping

eCommerce Sales and B2C Customer Service, B2B Support

SaaS (Software as a Sale) scalability and execution

Call Center Technology – Strategy and Solutions, Product Management, Implementation, and Reporting/Analytics

Strategic Planning

Recruiting/HR/Hiring with over 1.5K interviews conducted

Policies/ Procedures/Technical Documentation

Business Process Improvement and Automation

Call Center Quality Assurance & Training and Upscaling

Internal and External knowledge base articles

Support Site Architect/Design (look, feel, content, not development)

Project Management

Change Management

CRM/Ticketing Systems (Salesforce, Zendesk, Oracle, Re:amaze)

NPS, CSAT, and CES feedback implementation and analytics

Support Telephony Systems (Verizon, AT&T, Cisco, Five9, Natterbox, Aircall)

E-commerce Platforms and Payment Gateways (SAP, Demandware, Aptos, CyberSource, PayEZ, Shopify, PayPal, Affrim, Amazon, eBay)

Fraud Prevention Rules and Tools (Rule and process/policy creations and AI tools)

Return Platforms (Narvar, Happy Returns, Loop Returns, Pitney Bowes)

Warehouse Management and Inventory Systems

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