Scott Sachs

About Scott Sachs

With over 25 years of experience leading large multi-site contact centers, I am passionate about helping customer service organizations achieve their vision of excellence and innovation. As the President of SJS Solutions, LLC, an independent consulting firm, I leverage my expertise in operations, technology, outsourcing, customer experience, quality, training, and business process redesign to provide highly effective solutions to organizations that are at an inflection point in their customer service lifecycle.I partner with my clients to understand their current challenges and future goals, and then work with them to select and implement the most appropriate solution from the vast array of options available in the market. Whether it is a technology tool, a process change, a human capital program, or a new metric, I ensure that the solution aligns with the organization\'s vision, strategy, and culture, and that it delivers measurable and sustainable results. I also share my insights and best practices through publications and speaking engagements on key customer service topics.

Experience

1. Icmi Certified Consultant

   Icmi

   Dec 2014 — Present

   Providing consulting services in the areas of customer service and contact/call centers. Subject matter and industry expert in the areas of operations, technology, outsourcing, customer experience/satisfaction, quality, training business process redesign, and metrics.

Education

• Columbia University - Graduate School of Business

  MBA, Finance/Marketing

  1982 — 1984

• University at Albany

  BS, Operations Research

  1976 — 1980

Skills

• Account Management
• Change Management
• Relationship Management
• Outsourcing
• Employee Benefits
• Management
• Team Building
• Wireless
• Team Leadership
• Voip
• Training
• Customer Satisfaction
• Call Center Development
• New Business Development
• Leadership
• Forecasting
• Program Management
• Quality Assurance
• Bpo
• Mergers & Acquisitions
• Customer Retention
• Performance Management
• Financial Services
• Crm
• Customer Service
• Sales Management
• Workforce Management
• Telecommunications
• Analysis
• Executive Management
• Operations Management
• Cross-Functional Team Leadership
• Budgets
• Ivr
• Risk Management
• Team Management
• Insurance
• Call Centers
• Business Development
• Process Improvement