Contact Center Operations and Client Services Expert

SCOTT DICKSON

CHANDLER, AZ ***** 781-***-**** *****.*******.***@*****.***

Summary

Accomplished senior leader with 30+ years of executive experience driving excellence in contact center management, business process outsourcing (BPO), and client relations. Proven expertise in multi-site operations, bilingual workforce leadership, and optimizing business performance to exceed client and organizational goals. 20+ years of call center leadership and 12+ years in director-level roles overseeing large-scale teams, implementing strategic initiatives, and enhancing operational efficiency. Adept at business expansion, process improvement, and service optimization, with a history of successfully launching new lines of business for national support and government agencies. Recognized for developing high-performing teams, fostering strong client partnerships, and consistently delivering top-tier results in highly dynamic and competitive environments. Skills

• Data Analysis

• Sales Support

• Client Relations

• Active Listening

• Team Leadership

• Quality Assurance

• Call Management

• Complaint Handling

• Customer Retention

• Product Knowledge

• Upselling Techniques

• Performance Metrics

• Conflict Management

• Relationship Building

• Technical Support

• Time Management

• Problem Resolution

• Service Optimization

• Process Improvement

• Customer Satisfaction

• Account Management

Experience

Director of Enterprise Technical Support 10/2015 to 04/2021 HNS de MÉXICO, S.A. de C.V Monterrey

• Led strategic management and execution of call center operations across multiple partner locations, ensuring seamless technical support for enterprise clients.

• Optimized quality and operational performance by implementing efficient processes, improving service delivery for Large Enterprise, Franchisee, and SME customers.

• Developed and enforced Quality Assurance programs to exceed customer expectations and meet service level agreements (SLAs).

• Managed performance metrics, staffing, and training to enhance team efficiency and support new product launches.

• Collaborated with internal teams and partner organizations to standardize performance standards and drive continuous improvement.

Client Services Director 03/2013 to 05/2015

Teleperformance Nearshore

• Managed client service relationships for multi-site programs, ensuring seamless support for U.S.-based businesses.

• Led cross-functional teams across multiple locations, standardizing processes to improve efficiency and service quality.

• Developed and implemented performance metrics, quality assurance programs, and training initiatives to enhance team effectiveness.

• Drove business growth by identifying new opportunities with existing clients and expanding service offerings.

• Collaborated with business development teams to design operational solutions for potential clients and improve service delivery.

Site Director 04/2011 to 12/2012

Startek

• Led call center management strategies to increase revenue, reduce costs, and improve service quality.

• Managed overall call center operations, including client relations, agent development, and financial performance improvement.

• Developed and implemented training, quality assurance, and resource planning initiatives to enhance efficiency.

• Directed a multi-functional leadership team, collaborating across operations, HR, IT, recruiting, and community relations.

• Optimized P&L performance, ensuring cost-effective operations while maintaining high service standards. Site Director 10/2008 to 11/2010

Global Telesourcing México

• Led and coordinated all aspects of GTM call center operations, overseeing four Director-level leaders across Inbound Operations, Outbound Operations, HR, and Training/Quality Assurance.

• Monitored and optimized client and internal metrics, ensuring goals were consistently met or exceeded.

• Implemented policies and procedures to improve efficiency, position GTM Monterrey as a top call center employer, and create career growth opportunities for high-performing employees.

• Developed strong client partnerships, fostering long-term, mutually beneficial relationships.

• Drove operational excellence by enhancing training, quality assurance, and leadership development initiatives.

Business Manager 12/2003 to 10/2008

Hispanic Teleservices Corporation (HTC)

• Led a bilingual (English/Spanish) inbound customer care and sales call center, supporting telecommunications and cable television clients across major U.S. cities.

• Developed and executed strategic plans to onboard new clients and expand lines of business.

• Built and maintained strong relationships with clients and internal teams to drive collaboration and performance.

• Coached and mentored leadership teams, ensuring business goals were met through effective discipline and negotiation strategies.

• Monitored and optimized Key Performance Indicators (KPIs) to consistently exceed client expectations and service level agreements.

Education

Associate's Degree: Communication Arts

Dean College Franklin, Massachusetts

Languages

English: Native Language (Fluent)

Spanish: Second Language (Fluent)

Contact this candidate