Customer Service Operations

Scott L. Thomas

**** ********* ******* **.

Ruskin, FL 33570 United States

***********@*****.***

Mobile: 813-***-****

Executive Summary

True customer advocate, seasoned operations leader and former Big 8 consultant with 15+ years of experience building world-class customer service organizations. Proven ability to drive operational efficiency, manage multi-million-dollar budgets, and lead large global teams. Expertise in SaaS support, project management, and global service operations across diverse industries. Deep experience in CX business operations, customer service, Dynamics SL SaaS Support, project management, process improvement, and global call center support. Industry experience in shared services, finance, HR, health & wellness, and computer hardware and software. Looking for a challenging global or cross-functional role with a customer centric company.

Responsibilities: Rev: $11m; Budget: $9m; Reports:8; Staff: 600. Top Skills

• CX Global Customer Experience & Service Call Centers

• Contact Center Design, Scaling, and Optimization

• Employee Services and HR Shared Service Support

• Operations Management

• Leadership & Team Building

• Business Process Improvement

• Service Technologies including Telephony, CRMs, CSAT, and Customer Facing Tools

• SaaS Technical Support; Microsoft Dynamics SL

• Service Metrics, SOPs, KPIs, SLAs

• Operations Forecasting, Budgeting, and Workforce Planning

• Service Quality Control, Root Cause Analysis, and Feedback Process

• Data Analytics and Data Based Decision Making

Work Experience

Director of Customer Service and Support Operations Zamboni Enterprises, LLC - Tampa, FL

January 2010 to Present

• Built, scaled, and managed operations for customer-facing businesses in the Tampa Bay area.

• Designed and managed all operations including P&L, budgeting, facilities, marketing, customer service, software support, recruiting, and staff management.

• Directed business operations in B2B, consumer services, health & wellness, and hospitality. Responsibilities: Budget $1m; Direct Reports 4; Staff: 36. Director of Global Service Operations

Citigroup - Tampa, FL

December 2000 to June 2010

• Established the first Global Shared Services Support Center at Citigroup providing 24/7 multi-site call center SaaS support resulting in dramatically improved HR services to 300,000 employees and annual savings of over $1.5mm.

• Built Citigroup’s Global Shared Services standardized reporting processes to provide managers around the world with intelligent operational and financial metrics resulting in improved control and reduced risk.

• Appointed by Citigroup to be the Head of Global Service Reporting for the collection of customer service data from the global regions and presentation to Citigroup Senior Leaders.

• Designed and implemented a new Voice of the Customer program at Citigroup resulting in a 30% improvement in employee satisfaction with Citigroup support services.

• Appointed by Citigroup Senior Leaders to design and implement the Citigroup Ethics Hotline, the first employee compliance reporting system allowing Citigroup’s ability to proactively manage internal ethics issues.

• Directed service delivery in the US, Latin America, Europe and Asia. Directed the operations and 14 SaaS software applications including HR, finance, procurement, payables, payroll, and benefits. Responsibilities: Budget: $3m; Direct Reports:4; Staff:165. Director of Customer Technical Support

Iomega Corp - Salt Lake City, UT

June 1998 to December 2000

• Facilitated Iomega’s service quality turnaround in 90 days by BPO outsourcing technical support to better manage the dramatic (over 1000%) increase in customer support requests.

• Created a “customer first” culture through strong customer advocacy & awareness campaigns, incentives, and leadership improving CSAT scores by over 50%.

• Optimized new processes for data driven reporting incorporating KPI's and balanced scorecards using Six Sigma and LEAN principals resulting in 30% improvement in service delivery metrics.

• Negotiated contracts for service outsourcing and developed and managed all SLA's and third-party service relationships. Responsibilities: Revenue: $16m; Budget: $9m; Direct Reports: 8; Staff: 600. Sr. Manager of Dynamics SL SaaS Technical Support

Microsoft Corporation (formerly Solomon Software) - Findlay, OH December 1994 to July 1998

• Designed and built the integrated Solomon IV / Dynamics SL Support Center at Solomon Software (now Microsoft), combining technical support, client relations and database services which eliminated support handoffs resulting in improved client satisfaction and new cross-selling revenue of over $4mm.

• Built and managed SaaS financial products client service and technical support departments. Dramatically improved CSAT by over 40% through end-to-end client ownership and tight coordination of departments.

• Selected and installed new telephony and CRM systems, SOPs, SLAs, KPIs, customer-facing tools and technologies resulting in vastly improved customer satisfaction, service center efficiency, and service product revenue. Responsibilities: Revenue: $11mm; Budget: $4mm; Direct Reports:6; Staff:65. Education

Wayne State University, Detroit, MI

B.A. Bachelor of Arts Degree, G.P.A. 3.85

Business Administration & Computer Science.

Additional Traits & Skills: customer service, performance management, quality assurance, conflict resolution, customer focus, problem-solving, strategic mindset, team engagement, KPI, project management, technical support, Salesforce, Service Level Agreements, key performance metrics, customer needs, cross-functional, communication skills, coaching and mentoring

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