Customer Service Manager

SCOTT FLYNN

**** ******* ** • Depew, NY ***** • 561-***-**** • *****.********@*****.***

Executive Management

COMMITMENT | LEADERSHIP | INTEGRITY

A proven committed and strategic leader that translates business strategies into maximum profits commensurate with the best interest of the company, customers, and its employees. An expert in enhancing profitability; developing initiatives; and growing each segment of a high-quality marketing organization. Over 15+ years of sales, service and QA in small to medium sized businesses. Very knowledgeable of operations and a proven track record of implementing the necessary controls to ensure compliance and meet goals. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.

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CORE COMPETENCIES

• Business Development • Team Building • Operations Management

• P & L Management • Training and Recruiting • Budgeting/ Forecasting

• Organizational Restructuring • Quality Assurance • Customer Service

PROFESSIONAL EXPERIENCE

CLASSIFIEDS PLUS INC – WILLIAMSVILLE, NY 2011- present

DIRECTOR OF OPERATIONS

Reorganized an afterhours and overflow media advertising unit into a total outsource business model with more than 10 total outsource ventures with revenue in excess of $80 M annually. Had P&L responsibility for all operations in the Call Center including Sales, Customer Service, and QA.

ACHIEVEMENTS:

Teamed with senior management on business-level discussions and decisions involving business vision and strategy, enterprise-level decisions, standardization of best practices, and project governance oversight.

Developed a quality assurance department to evaluate compliance with requirements and to

identify potential gaps in policies, procedures and business processes.

INNOVATION ADS, INC – BOCA RATON, FL 2009-2010

VICE PRESIDENT OF OPERATIONS

Organized and established a highly profitable university enrollment program generating revenue in excess of $750K per month. Increased the staffing level from 40 full-time employees to 125 employees more than 5 months ahead of schedule. Initially started as a Floor Manager in a small division of the Call Center and then was promoted to Operations Manager and finally Vice President of Operations.

ACHIEVEMENTS:

Led senior management business-level discussions and decisions involving business vision and strategy, enterprise-level decisions, standardization of best practices, and project governance oversight.

Developed a Quality Assurance department to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes.

Reorganized and trained a Lead Generation department which increased sales from 2000 to over 10,000 qualified leads per month and over $6 M annually.

Restructured HR/Training/Recruiting/QA into a team which increased staffing by 75%, improved quality by over 200%, increased sales by 150%.

Promoted 7 Managers; 5 floor Managers, 1 Training Manager and 1 QA Manager.

Developed an Employee Progression Path Plan and promoted a facilitator for implementation. This program resulted in improved employee engagement, established a solid team culture, and resulted in increased employee and customer retention.

BEST AUTO CARE – LANTANA, FL 2005-2009

GENERAL MANAGER

Oversaw the functions of HR, marketing, inventory/purchasing, customer service while serving as a service manager.

ACHIEVEMENTS:

Organized the start-up of the business including: products/services, programs, vendors, location, marketing, etc.

Increased sales from $28,000 per month to $65,000 per month

Started second location in 3rd year and showed profits of 50% within 3 months.

DEBT MANAGEMENT ASSOCIATES, INC – BOCA RATON, FL 2001-2005

OPERATIONS MANAGER

Had P&L responsibility for a 250 person Call Center including Sales, Customer service, QA and HR. Began as a Sales Representative selling Financial products, was promoted to Training Manager for the entire comp-any and finally Operations Manager.

ACHIEVEMENTS:

Initially ranked as a Top 10 sales producer (out of 125 sales reps) for the first 6 months

Developed a training program for the Sales and Customer Service departments which increased sales by 125% while decreasing turnover by 150%.

Responsible for Sales, Customer Service, Marketing, Budgeting for 3 individual companies in a Call Center environment.

EDUCATION

BACHELOR OF ARTS - PSYCHOLOGY

Indiana University – Bloomington, IN

PROFESSIONAL DEVELOPMENT

Certified Financial Counselor / Debt Arbitrator (NIFCS) – 2001

Xerox PSS – Professional Selling Skills

Six Sigma Certification

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