It Support Customer Service

GERALD T. SCOTT

Customer Success Manage Project Manager

832-***-**** ********@*******.***

PROFESSIONAL SUMMARY

Results-driven technology leader with 20+ years of experience in project management, IT support, and customer service excellence. Proven ability to lead complex technical implementations, optimize support operations, and enhance service delivery. Reduced support tickets by 40% while improving customer satisfaction scores from 82% to 91% through process improvements and proactive solutions. Adept at managing cross-functional teams and aligning technical solutions with business objectives. Combines strong technical expertise with exceptional stakeholder management to drive operational efficiency and project success.

Career Highlights:

• 20+ years in technology leadership across project management, IT support, and customer service.

• Reduced support tickets by 40% through proactive troubleshooting and system optimizations.

• Improved CSAT scores from 82% to 91% by implementing data-driven service enhancements.

• Led 50+ professionals in technical best practices and agile methodologies.

• Managed full project lifecycles, increasing operational efficiency by 35%+.

• Resolved complex IT issues (hardware, software, networks) with 100% service continuity.

• Expert in stakeholder management, aligning technical solutions with business goals. WORK EXPERIENCES

Product Manager Comcast April 2005 – November 2024

• Promoted to lead product strategy for commercial products, overseeing full lifecycle from conception to market delivery.

• Mentored and developed 50+ team members with 40 promoted to management positions (80% success rate).

• Established product management best practices that became company standard across 140+ PM organization.

• Bridged gap between engineering and business teams to align product vision with technical execution.

• Implemented scalable processes for growing product organization, improving cross-team collaboration.

• Championed customer-focused decision making while balancing business and technical constraints.

• Spearheaded transition from traditional PM to agile product ownership model.

• Optimized team performance through strategic delegation of product ownership responsibilities.

• Drove product innovation by making critical trade-offs between UX, technology and business needs. Customer Success Manager/Account Executive Comcast April 2005 – May 2015

• Led cross-functional pilot programs for next-generation Xfinity software, managing end-to-end testing across gateway modems and iOS platforms.

• Collected and synthesized customer feedback to drive 15+ product improvements in collaboration with engineering teams.

• Served as primary relationship manager for enterprise clients in major markets, maintaining 95% customer retention rate.

• Developed executive-level relationships with key stakeholders to identify $3M+ in annual upsell opportunities.

• Implemented data-driven service improvements that increased CSAT scores from 82% to 91% over 3 years.

• Resolved complex technical issues spanning PC, HIS, email, and network configurations.

• Spearheaded troubleshooting initiatives that decreased support tickets by 40% through proactive system monitoring.

• Developed executive-level relationships with key stakeholders, presenting quarterly business reviews to C-suite leadership. Route – Salesman Frito Lay August 2002 – March 2005

• Executed full-cycle sales operations for Frito-Lay’s product portfolio across assigned retail territories, optimizing product placement and inventory management.

• Cultivated and maintained strategic partnerships with store managers to expand shelf presence and drive sales growth.

• Delivered exceptional customer service with a 98% satisfaction rating, resolving issues promptly to ensure repeat business.

• Analyzed sales data and customer feedback to identify trends, resulting in a 15% increase in route sales volume.

• Implemented merchandising best practices that improved product visibility and reduced out-of-stock instances.

• Consistently exceeded monthly sales targets through proactive account management and upselling strategies. GERALD T. SCOTT

WORK EXPERIENCES CONTINUED

Customer Account Executive Verizon April 1999 – June 2002

• Managed seamless migration of customer accounts across service areas, maintaining 100% service continuity.

• Served as primary liaison between customers and technical teams, resolving complex service issues.

• Conducted in-depth needs analysis to develop customized telecom solutions for 50+ business clients.

• Cultivated strategic relationships that expanded account portfolios by 35% year-over-year

• Implemented retention initiatives that reduced customer churn by 18% through proactive account management.

• Consulted with C-level executives to align Verizon solutions with organizational objectives. EDUCATION

Bachelor of Science in Industrial Technology - Electronics Options University of Arkansas Pine Bluff, Pine Bluff, Ar SKILLS

Leadership & Administration Technical Skills IT/Support Skills Account Management Product Strategy Technical Troubleshooting Cross-Functional Collaboration Agile Methodologies Systems Configuration Stakeholder Management UX Optimization Teams/Zoom/Slack Process Improvement Einstein Analytics Network Diagnostics Strategic Planning Salesforce CRM Data Migration

Customer Success Management Pipedrive, Ms Office 365, Adobe Suite Product Management Troubleshooting Mobile Electronics Support

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