Customer Service Business Development

Scott Flygare

************@****.*** • 801-***-****

LinkedIn • Cottonwood Heights, UT 84093

Director of Customer Experience, Operations & Program Management

Accomplished and visionary leader with substantial experience driving exceptional customer experiences, maximizing revenue, optimizing operations, and fostering team excellence.

Adept at leading and mentoring teams, driving sales growth, and cultivating a performance-driven culture. Proficient in using analytics to gather and analyze customer data for informed decision-making. Capable of articulating and implementing account plans in alignment with business strategic direction. Skilled in developing and maintaining business plans, setting productivity and quality standards, and focusing on continuous improvement. Track record of improving business operations and results through customer engagement and negotiation skills. Proven ability to implement and manage key performance indicators (KPIs) to drive performance and accountability throughout organization. Effective communicator with talent for educating clients and stakeholders at all levels to enhance efficiency and achieve organizational objectives.

Areas of Expertise

Strategic Planning & Analysis

Account Management

Budgeting & Forecasting

Market Trend Analysis

Revenue Streams Generation

Customer Satisfaction & Retention

Process Optimization

Stakeholder Management

Staff Development & Leadership

Career Experience

iDrive Logistics / iDrive Fulfillment, Lehi, UT 2022

Director of iDrive Fulfillment

Manage end-to-end supply chain operations, including inbound delivery, order fulfillment, shipping, receiving, and inventory management. Oversee efficient execution of new client implementation, third-party logistics, and direct-to-consumer solutions. Collaborate with C - level management to develop long and short-term plans, policies, and objectives. Create and execute comprehensive onboarding processes for new clients.

Implemented quality management system procedures throughout functional groups.

Enforced compliance with contractual metrics, operational standards, and personnel activities, ensuring high performance across all functions.

Maersk, Salt Lake City, UT 2014 – 2022

Director of CX

Exceeded strategic, financial, operational, and customer service goals for key clients by skillfully managing multiple teams. Led team to surpass sales quotas and productivity targets, integrating personal sales strategies with existing training resources. Recruited, trained, and mentored team members, cultivating high-performing workforce. Implemented and continuously monitored client health score to ensure optimal performance. Ensured high-quality standards and continuous improvement by monitoring and optimizing work processes. Communicated with stakeholders at all levels, including senior management. Educated clients on portal management and navigation to enhance efficiency.

Generated annual revenue of $32.9M by establishing CX team and optimizing client relationships.

Established and expanded CSR team from its initial implementation to nationwide adoption.

Ensured success and efficiency of software implementation, managing annual operating budget, and achieving service level and performance goals within cost and revenue parameters.

Attained organizational objectives by developing and implementing short and long-term goals, KPIs, policies, and sales operating procedures.

Empowered performance-driven culture by devising competitive procedures and consistently delivering value-added solutions in business development activities.

Marketstar, Ogden / Salt Lake City, UT 2009 – 2014

Senior Account Manager

Surpassed company sales targets by directing and propelling remote sales teams. Achieved significant growth and exceeded company objectives by managing and optimizing sales operations. Implemented quality management system procedures across various functional groups.

Achieved remarkable program growth from $0.6M to $3.9M in just two years by ensuring strict compliance with sales contracts and metrics.

Developed long and short-term plans, policies, and programs through collaborative efforts with senior management.

Education

UVU, business management

Defining Scope, Quality, Responsibility, and Activity Sequence certification – ASU (Arizona State University)

Program Management certification – Maersk

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